What is a major goal of a CSM during the onboarding process?

A major goal of a Customer Success Manager during the onboarding process is to ensure a seamless transition for customers. This involves guiding new clients through the initial stages of their journey with the product or service, helping them fully understand its features, and ensuring that they feel supported and confident in using it. A successful onboarding experience can significantly impact a customer's satisfaction and long-term engagement, making it crucial for the CSM to facilitate smooth communication and address any concerns that may arise as the customer begins to use the product.

Focusing solely on training videos, for instance, may lead to a lack of personalized interaction, which is essential in understanding the unique needs of each customer. Minimizing customer interaction can hinder relationship building and does not align with the objectives of fostering a customer-centric approach. Quickly finalizing contracts, while important in the sales process, does not address the crucial transition phase where customers need guidance and support to effectively utilize the product and achieve their desired outcomes.