What you actually need is a strategic partner—someone who doesn’t wait for things to fail, but makes things work from day one. At Intwo, that partner is your Customer Success Manager (CSM).
Welcome to the backstage universe of Customer Success at Intwo. It’s not support. It’s not sales. It’s your cloud investment’s best friend—and your organization’s secret growth engine.
Here’s the brutal truth in B2B cloud: the majority of customers get no more than half the value out of the services they pay for. Why? Because implementation ≠ adoption. And adoption ≠ measurable business outcomes.
Without a CSM, customers often get lost post-sale. They end up relying on reactive support tickets, generic how-to documents, and gut instinct. No one’s steering the ship toward real, tangible success.
And in today’s subscription-driven model, if you’re not helping your customers win, you’re just waiting for the churn.
Customer Success did not emerge from a boardroom. It emerged out of necessity. As cloud technology migrated from one-time buys to ongoing subscriptions, one thing became clear: customers do not merely want functional systems—they want functional outcomes.
CSMs exist to bridge the gap between a platform’s potential and a customer’s reality. At Intwo, our Customer Success team exists to own the post-sale experience— not just to make sure things run, but to make sure things improve.
From onboarding through expansion, our CSMs embed themselves into the customer’s world to ensure business value is always being delivered.
We don’t measure success by uptime metrics or implementation speed. Success, for our customers, is when:
We track this using real engagement: telemetry, stakeholder interviews, weekly check-ins, Monthly Service Reviews (MSRs), and Quarterly Business Reviews (QBRs). If it’s not moving the needle for our customers, it doesn’t make the cut.
Let’s say a customer is having trouble adapting a feature. They’re not complaining yet—but something doesn’t feel right.
At Intwo, we don’t wait for tickets. We act on signals: login drops, stalled usage, declining engagement in meetings, or even subtle tone shifts in feedback loops. Our CSMs pick up on these early.
We then initiate the recovery playbook:
From tweak to transformation, we don’t just “support”–we lead.
Yes, our CSMs are proactive. But they’re also quietly working behind the scenes to make themselves less needed.
How?
We want our customers to feel empowered, not dependent. Because real success is when you don’t need to call us for every little thing—but you know we’ll be there when it counts.
One of our customers consistently used fewer hours than their minimum plan required. Most vendors would’ve shrugged and moved on.
We didn’t.
Instead, our CSM dug into the data and made a business case, and collaborated across Finance, Product, and Ops to develop a new custom support tier. This wasn’t about giving discounts. It was about value alignment.
What was the outcome?
This is what real customer advocacy looks like: driving change inside the company so the customer succeeds on the outside.
We employ every tool in the book—but we don’t just track metrics for vanity. We use:
Every single data point gets reviewed by our Global Lead of Customer Success, and the insights flow straight into our customer strategies.
Negative feedback doesn’t go into a folder. It becomes a project.
Positive feedback? We double down on what’s working—and scale it globally.
Let’s be real: there are plenty of cloud providers out there. Most say they do customer success. But what they really offer is reactive support dressed up as “partnership.”
At Intwo, Customer Success is a discipline, not a department.
Whether we’re working directly with a customer or assisting a partner with their own success delivery, we deliver the same rigor, strategy, and humanity.
We’re not done here.
Our roadmap includes:
Customer Success is not an add-on at Intwo. It’s the engine behind everything we do.
If you’re still waiting to “get the most” from your cloud, then perhaps it is time to stop waiting. Partner with a cloud provider that measures success by yours.
Intwo’s Customer Success team is ready to work for you, with you, and ahead of you. Let’s transform your cloud from a cost center to a competitive advantage. Ready?
As Global Lead for Customer Success at Intwo, I oversee our global Customer Success Management teams to ensure customers realize the full value of their cloud investments through driving strategies focused on adoption, retention, and growth, with a strong emphasis on proactive engagement and measurable outcomes. We believe in a partnership-led approach—where success is shared, long-term value is prioritized, and every interaction is an opportunity to build trust.
Rest assured. We've got you.
Let's get in touch and tackle your business challenges together.
