Do your employees know what your customers want? And if they do, how do your employees work to prioritize and address your customer's needs and goals? How does your company actualize a customer-first strategy?

Customer success managers, also referred to as CSMs, may be the answer. These individuals are hired specifically to build relationships with and better understand your customer base to address their long-term needs.

Let's take a deeper dive into what a customer success manager is, and specifically why they are essential to an event management company.