"Ignorance is bliss."
Or so they say.
BUT, if you are responsible for the health and well being of your customers, ignorance is simply inexcusable.
As a Customer Success Manager, it’s your job to have your finger on the pulse of your customer’s needs, wants, and desires. You MUST know the ins-and-outs of their business as it relates to your products and services. You need to know what their goals, objectives, and success measures are; and you need to be able to anticipate how, when, and where these might change, and why.
Yes, being the point person for your customers is a multifaceted job.