--- title: How to Succeed as a Client Success Manager description: This SOP outlines how to succeed as a Client Success Manager at DentalMarketing.com, including daily responsibilities, response time standards, retention targets, revenue goals, and communication best practices. --- [Skip to content](https://grow.dentalmarketing.com/knowledge/how-to-succeed-as-a-client-success-manager#main-content) English Show submenu for translations [Customer portal](https://grow.dentalmarketing.com/tickets-view?hsLang=en) ![DentalMarketing-Logo2-White copy.png\]](https://grow.dentalmarketing.com/hs-fs/hubfs/DentalMarketing-Logo2-White%20copy.png?height=40&name=DentalMarketing-Logo2-White%20copy.png) Open main navigation Close main navigation - English Show submenu for translations - [Customer portal](https://grow.dentalmarketing.com/tickets-view) - [Go to dentalmarketing.com](https://dentalmarketing.com/) [Go to dentalmarketing.com](https://dentalmarketing.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://grow.dentalmarketing.com/knowledge?hsLang=en) 2. [Client Success SOPs](https://grow.dentalmarketing.com/knowledge/client-success-sops?hsLang=en) # How to Succeed as a Client Success Manager ## Daily Responsibilities, KPIs, and Professional Standards   This SOP defines what success looks like for a Client Success Manager (CSM) at DentalMarketing.com. It explains daily expectations, communication standards, measurable KPIs, and professional behaviors required to deliver excellent client outcomes, drive retention, and grow accounts responsibly. Client Success is measured first and foremost by **communication, responsiveness, retention, and proactive value delivery**. --- #### Who This Is For - Client Success Managers - CS Leads - New CS Team Members (Core Onboarding SOP) --- #### What Success Looks Like (At a Glance) A successful CSM: - Responds quickly and consistently - Keeps their inbox clean - Proactively communicates value to clients - Retains revenue while identifying smart upsell opportunities - Handles escalations with urgency and ownership --- #### Core Success Metrics (CSM Scorecard) These are **non-negotiable expectations** for every Client Success Manager. ### 1. Response Time - Maintain **under a 2-hour reply time** during business hours - No client messages left unanswered at end of day --- ### 2. End-of-Day Communication Standard - **All emails and help desk tickets must be replied to before logging off** - Messages received after hours are acknowledged by **Perla (AI agent)** so no client is left without a response --- ### 3. Revenue Expansion - Generate **$25,000 in upsell revenue per quarter** - Upsells must improve client results (not unnecessary add-ons) - All opportunities must be tracked in the **CS Selling Pipeline** --- ### 4. Retention & Churn - Maintain **less than 1% churn of total book value** - Identify risk early and escalate proactively --- ### 5. Escalation Ownership - Handle escalations with **urgency, clarity, and energy** - Take ownership until resolution - Communicate clearly with clients and internal teams throughout --- #### Detailed KPIs & Performance Targets These KPIs provide **clear, measurable targets** reviewed quarterly. ### Upgrade & Expansion Revenue - Generate **$15,000 in upgrade revenue per quarter** - Examples: - Direct Mail campaigns - Website redesigns - Additional marketing services - All upgrades must be logged in the **CS Selling Pipeline** --- ### Quarterly Retention Target - Retain **97% of revenue per quarter** - Example: - $100,000/month book of business - Maximum allowable lost revenue per quarter: **$9,000** --- ### Response Time Standard - Maintain **under a 2-hour reply time** - Zero unanswered messages at end of day --- ### Monthly Client Communication Requirement - Contact **every client at least once per month** - Outreach must include an actionable insight using this format: - **What’s working** - **What needs work** - **What we are working on** - Can be delivered via email or scheduled call --- ### Quarterly Goal Completion - Maintain **80% or greater completion** of assigned quarterly goals --- #### Daily Start-of-Day Responsibilities (8:30 AM) Every CSM is expected to log in by **8:30 AM** and complete the following: 1. **Check Help Desk Inbox** - Respond to all overnight tickets - Prioritize anything needing immediate attention 2. **Review CI – Keyword Alerts** - Check Slack for escalations or risk alerts 3. **Review Onboarding Pipeline** - Check for new onboarding forms - Update pipeline stages accordingly 4. **Review Calendar** - Confirm meetings, deadlines, and prep needs --- #### Ongoing Daily Responsibilities ### Support Ticket Management - Follow up on: - Pending client responses - Internal dependencies - Close completed tickets to maintain a near-zero inbox --- ### Monthly Audits - Complete **3–5 audits per day** - Send monthly audit emails once complete - Audits are a key driver of retention and perceived value --- ### Meeting Preparation - Spend **at least 15 minutes** reviewing each account before meetings - Schedule additional prep time for complex accounts --- #### Communication & Professional Standards - Maintain a **positive mental attitude** - Be respectful of others’ time - Communicate clearly and promptly via Slack - Pull in other team members when expertise is needed - Ask for help early — this is encouraged --- #### End-of-Day Expectations - All emails and tickets answered before logging off - Typical workday ends **5:30–6:00 PM** - No client should ever feel ignored --- #### Retention & Growth Mindset - Be proactive, not reactive - Identify risks early and escalate - Recommend services that improve client results - Focus on long-term client success --- #### Continuous Learning Expectations CSMs are expected to continuously improve their knowledge of: - Marketing fundamentals - Dental industry trends - SEO, paid ads, and conversion basics Learning can include podcasts, coursework, internal training, and industry reading. --- #### Wellness & Sustainability (Required) - Take **two 15-minute screen breaks** daily - Take **a full hour for lunch** - Sustainable performance is required for long-term success --- #### Key Reminders - Communication is our most important KPI - Ownership and urgency drive retention - Organization prevents escalations - Ask for help early - [Frequently Asked Questions (FAQ)](https://grow.dentalmarketing.com/knowledge/frequently-asked-questions-faq?hsLang=en) - [Getting Started](https://grow.dentalmarketing.com/knowledge/getting-started?hsLang=en) - [Give Us Access To](https://grow.dentalmarketing.com/knowledge/give-us-access-to?hsLang=en#main-content) - [Nexhealth](https://grow.dentalmarketing.com/knowledge/give-us-access-to?hsLang=en#nexhealth) - [Website transfer](https://grow.dentalmarketing.com/knowledge/give-us-access-to?hsLang=en#website-transfer) - [Services Overview](https://grow.dentalmarketing.com/knowledge/services-overview?hsLang=en) - [Tips and Best Practices](https://grow.dentalmarketing.com/knowledge/tips-and-best-practices?hsLang=en) - [OB SOPs](https://grow.dentalmarketing.com/knowledge/ob-sops?hsLang=en) - [Dashboard FAQ](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#main-content) - [How can I login into the dashboard?](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#how-can-i-login-into-the-dashboard) - [Where is my historical direct mail data in the new AI dashboard?](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#where-is-my-historical-direct-mail-data-in-the-new-ai-dashboard) - [How do I view the calls for my practice?](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#how-do-i-view-the-calls-for-my-practice) - [Billing Information](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#billing-information) - [How can I get emailed reports for my practice?](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#how-can-i-get-emailed-reports-for-my-practice) - [Google Ads Data](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#google-ads-data) - [Client Success SOPs](https://grow.dentalmarketing.com/knowledge/client-success-sops?hsLang=en) - [Paid Media SOPs](https://grow.dentalmarketing.com/knowledge/paid-media-sops?hsLang=en) - [Website FAQs](https://grow.dentalmarketing.com/knowledge/website-faqs?hsLang=en) # Dentalmarketing.com DentalMarketing.com Help Center Copyright © 2026, Dentalmarketing.com