The job of the CSM is to create loyal, repeat customers instead of one-time users. This is why renewals are key for this position. CSMs should keep track of customer product expiration dates — whether monthly, quarterly or annually — and follow up with customers to renew their contracts. The CSM Onboarding diagram illustrates the major steps to be taken when bringing a new customer success manager on board. The onboarding process is continuously evolving -- this is not a step-by-step guide on onboarding, but a collection of tips and best practices that works for several agencies. Every CSM should be a product expert, and their primary job is helping the clients address their business problems with the product.