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Technical Troubleshooting

Technical troubleshooting involves identifying and fixing technical problems that may impact a customer's success with the product. This requires a CSM to have knowledge of the product's technical architecture, systems and processes, and the ability to analyze and solve technical issues. Effective technical troubleshooting helps ensure customer satisfaction and retention, and strengthens the relationship between the customer and the company.
Technical Troubleshooting is part of our Customer Success Career Leveling Framework. Explore next steps in your career from this industry-standard model.

  1. Curated Learning Resources

    • Acquia logo
      Swiss Army CSMs: Why the Technical Side of Customer Success Is Essential

      Paula DeLosh, Manager, CSM Projects / Programs, Acquia

      Four customer success leaders in Boston shared their experiences in developing technical skills: • Paula DeLosh, Project Customer Success Manager at Acquia: Deepened her skills by shadowing experienced employees and attending technical courses. • Wyeth Lynch, Senior CSM at MineralTree: Acquired technical knowledge through firsthand experience. • Zach Blecher, Senior Customer Success Manager at Arcadia: Background as a technical team lead set him up to provide both technical and Project Management support to customers. • Kyle Porter, Customer Success Manager at CloudHealth: Utilized a combination of training, trial and error, and dialogue with experts to grow his technical skills.