As I am researching information for a book that I am writing, I had a conversation with my friend Mario Lazo today.

Mario is a Director of #customersuccess at Blue Prism, a company that specializes in robotics processing automation. Their customers use their products to help save millions off of production costs and other parts of their budget.

But it's a tough subject matter with a steep learning curve. Implementation can be challenging and when your customer needs a true friend, an advocate, a helpful liaison on the vendor's side, they reach out to Mario and the Customer Success team.

As Mario pointed out succinctly, the CS team isn't about doing the tech work, it isn't about growing sales, and it is definitely not about making the client happy about anything else other than this one thing:

The customer's success in achieving the goals for which they bought the solution.

Customer Success is about swapping hats and engaging with the customer's interest, understand their goal, advocate for the help needed and making sure "our new friends" (the customer) hits it out of the park with their implementation.

As Mario puts it "Customer Success is not here to make you happy; We are here to make you successful!"