Hiring the right talent can make or break a company’s success—especially for roles like Customer Success Managers (CSMs), who are pivotal in building strong customer relationships and ensuring ongoing satisfaction. For businesses in the UK and major European markets like Germany, France, and the Netherlands, recruiting a CSM comes with various costs and timelines. Understanding these can help companies budget effectively and plan for the future.

Investing in customer success is similar to purchasing an insurance policy for your customers—a strategic move that de-risks your business against customer churn, enhances loyalty, and ensures steady growth. Here’s why treating customer success as "customer insurance" is essential for any forward-thinking business.

An unspoken expectation that Customer Success Managers (CSMs) must do whatever it takes to ensure customer satisfaction.

Going above and beyond is typically seen as a hallmark of dedication and excellence. However, what happens when "going the extra mile" turns into a habit of taking on too much responsibility?

This behavior is known as overfunctioning, and while it may seem productive in the short term, it can have negative consequences for both CSMs and their clients in the long run.