“Ten years ago, software vendors didn’t need a customer success manager,” said Vijay Mehrotra, director of the university’s MBA program in customer success management. “But now that so much business and personal software is hosted in the cloud, software vendors have to earn their money every time their subscription or contract comes up for renewal.” A customer success manager, employed by the software vendor, helps customers get maximum value out of costly software and other programs by giving tutorials, sending reminders about key features, and sharing case studies that apply to the customers.“Customer service is reactive — the customer asks a question and the customer service representative gives an answer and marks the issue as resolved,” said Mehrotra. “Customer success is proactive. It enables the customer to capture the business value that was promised.”...