What should an ACSM do during a customer renewal process?

Engaging the customer and reviewing their experiences is a crucial step during the customer renewal process. This interaction allows the Associate Customer Success Manager (ACSM) to gather valuable feedback on the customer's journey, identify any successes or challenges the customer may have faced, and assess their satisfaction with the product or service. By understanding the customer's needs and experiences, the ACSM can tailor their approach to address specific concerns, reinforce the value of the service, and ultimately increase the likelihood of renewal.

This engagement fosters a relationship of trust and partnership, demonstrating to the customer that their feedback is valued and that the ACSM is committed to their success. Additionally, this proactive engagement creates an opportunity for the ACSM to highlight any new features, adjustments, or additional services that could further benefit the customer, thus positioning the renewal as a collaborative discussion rather than a transactional obligation.