Skip to content
English
Customer portal Sign in
Go to dentalmarketing.com
  • There are no suggestions because the search field is empty.

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