Here at BeyondTrust we’re focused on helping customers realize the maximum value of your investment.   We’ve invested in both Customer Success Specialists (CSS) and Customer Success Managers (CSM) to help you achieve your goals. But what’s the difference? Before we get into that, let’s look at what each of them do.

CSS: Our Customer Success Specialists are non-technical resources who are trusted advisors and advocates within BeyondTrust. They are positioned to provide a success-oriented approach to the ongoing operation of your BeyondTrust investment when you need it.  This team is focused on answering any questions coming into our Customer Success mailbox (customer.success@beyondtrust.com).  If they are unable to answer the question, they will find the correct resource who can.

CSM: Our Customer Success Managers will help navigate the Success Journey of your BeyondTrust investment on a day-to-day basis. By learning about your company, your current plans, and long-term goals, the CSM will help you realize the most value from your BeyondTrust purchase and track that success. CSMs are also non-technical and act as your advocate within BeyondTrust.

While our CSS work in a pooled model answering customer inquires, CSMs are more relationship focused. They accomplish this by working with customers proactively through regular checkpoints, success planning, and quarterly success reviews. Our CSS also respond to every one of our Customer Satisfaction Survey respondents to ensure we’re accurately capturing your feedback.  See the following post for more information on why you should respond! <Link TBD>

Regardless of the frequency of interaction, both our CSS and CSMs are here to work with you in getting your questions and concerns answered and addressed!