Core Purpose
The Shepherd is the steward of the post-sale customer relationship. They guide customers from onboarding to becoming loyal partners, driving retention and expansion.
How to Spot It (The "Tell")
They instinctively align with the customer against the problem and have a calming demeanor.
The Archetype's DNA
Core Characteristic
Innate Empathy & a Desire to Nurture
A natural helper and teacher. They derive satisfaction from helping others succeed and are incredible listeners.
Profound Empathy
Calmly guiding frustrated users with patience.
Natural Teacher
Using every interaction to empower the user.
Proactive
Building relationships before problems arise.
Organized
Meticulously tracking customer health and feedback.
Information Bridge
Synthesizing user feedback for the Product team.
Responsibilities
- New User Onboarding
- Customer Support
- Knowledge Base & Education
- Customer Health Monitoring
- Voice of the Customer
The Journey at AccelMars
The Connection
Understanding that the customer is not a 'ticket' to be closed, but a partner to be understood. Building genuine rapport.
The Path
Proactively guiding the customer through onboarding, anticipating friction points before they encounter them.
The Partnership
Moving from 'support' to 'advisor'. Helping the customer achieve their business goals using our platform.
Community
Connecting customers with each other. Creating a thriving ecosystem where users learn from peers.
The Career Path
Customer Success Manager
Manages a book of business. Ensures onboarding and renewal success for their portfolio.
Senior CSM
Handles enterprise accounts. Develops strategic success plans and conducts QBRs.
Director of CS
Leads the CS team. Defines the customer journey and retention strategy for the org.
CCO / VP of Success
Executive voice of the customer. Influences product roadmap and company strategy.
Psychological Profile
Success Metrics
- Net Revenue Retention (NRR)
- Customer Churn Rate
- Customer Satisfaction (CSAT/NPS)
- User Activation Rate
Current Embodiments
Nga Bui
Customer Success Manager