The role of the customer success manager (CSM) is relatively new in business, but is being implemented by more and more companies and is in fact one of the fastest growing jobs in countries like Australia, India and the US. But it is not for every organisation. So how do you decide whether your business needs a CSM to help improve customer satisfaction and therefore promote customer retention? And what KPIs should be set to measure and manage the CSM in your firm? Here’s some considerations: