Outsourced Customer Success Manager: retain your customers with a dedicated talent
In a SaaS or e-commerce company, every lost customer is costly. The Customer Success Manager (CSM) supports your customers so that they get the most out of your product and stay loyal. MaaSil recruits a dedicated CSM for you, who knows your offering, speaks your customers' language and works in your tools, like a member of your team.
The role of an outsourced Customer Success Manager
The CSM follows your customers throughout their relationship with your company:
- Onboarding: getting new customers started, configuring their setup and training them.
- Portfolio follow-up: regular check-ins, usage reviews, spotting churn signals.
- Support: handling first- and second-level requests by email, chat or phone.
- Renewals: preparing for renewal dates and spotting upsell opportunities.
- Help content: FAQ, tutorials and knowledge base.
- Customer feedback: summarising it and passing it on to your product teams.
- Metrics: satisfaction, usage rate, churn.
Which companies is it for?
This role suits SaaS software vendors, online platforms and subscription-based e-commerce brands, for which customer loyalty matters as much as acquisition. It is especially useful when your customers are spread across several European countries.
Skills and tools mastered
A good CSM combines a service mindset, teaching skills and an analytical mind. Our talents work in French and, depending on the role, in English or other European languages. Tools:
- CRM and support platforms: HubSpot, Salesforce, Zendesk, Intercom, Freshdesk.
- Customer success platforms, such as Planhat or Gainsight.
- Video conferencing and product demo tools.
- AI tools to summarise conversations and prepare replies.
Why outsource your Customer Success with MaaSil
Customers followed up in their own language
At Cuure, two MaaSil consultants provide customer support in five languages.
Extended hours
The service can cover wide time slots, on weekdays and at weekends.
A talent who grows with you
The Cuure consultants, hired for customer service, now also handle web marketing and content creation.
No shared floor
Your CSM is dedicated to your customers, unlike a call centre.
How does the recruitment process work?
- 1
Discovery
We analyze your business, your tools, your processes and the personal qualities you are looking for.
- 2
Search
We select the best profiles after a series of tests and in-depth interviews.
- 3
Final interview
You meet the shortlisted candidates and put them through your usual hiring process.
- 4
Start
The assignment begins with a supervised 2-month trial phase, with full integration into your tools.
Frequently asked questions
What is the difference between a CSM and a customer service agent?
The agent answers requests as they come in. The CSM takes a proactive approach: they follow a portfolio of customers, help them use your product and prepare renewals. At MaaSil, a single talent can cover both roles depending on your organisation.
Can the CSM work in several languages?
Yes. We build your customers' languages into the target profile from the start. At Cuure, the consultants work in French, English, Spanish, Italian and German.
What hours do they work?
According to your needs: European office hours, extended hours or weekends. From Madagascar, the time difference with Paris is only 1 to 2 hours.
How much does an outsourced Customer Success Manager cost?
The rate depends on the languages, hours and experience required. Recruitment, the contract, payroll and equipment are included. See our Pricing page or request a quote.
Do you want to outsource this role?
Tell us about your needs: we will present profiles selected for your company.
Request a quote →