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- Thank you Stef for that warm introduction. It’s really great to be here and be able to share with you how we use the application from the view of a customer success manager I’ve been a CSM for 3 years now and although the role has changed a little bit the premise is still the same to be a customer advocate. For those of you who don’t know what a customer success manager is; the primary role is to provide best practices and recommendations to our customers and act pretty much like a CRM coach to them. by udnerstanding their business goals and objectives for using salesforce.com we can provide suggestions and recommendations to help them meet those goals..