Review Customer Success Management Handbook Page in GitLab CS HandBookClub Initiative

Why is this change being made?

First MR in the GitLab Customer Success HandBookClub Initiative.

This Page Customer Success Management Handbook was selected by the Handbook curator for review based on its view-count and last commit age.

Goals are:

• Update and/or verify Information
• Examine and/or update links
• Remove duplication and waste
• Check Grammar, style, and spell

Request for Feedback on the following points:

• Removed the link to template in 1. [**Ultimate Feature Exploration Checklist**](https://gitlab.com/gitlab-com/account-management/templates/customer-collaboration-project-template/-/blob/master/.gitlab/issue_templates/ultimate_features.md).
  • If somebody can find it again, we can add it again.
• Removed the example in 1. If you find an opp that is tagged incorrectly, chatter (@Sales-Support) in the opportunity and let them know there is a mistake ([example](/handbook/customer-success/csm/#csm-tools)).
  • If somebody can find it again, we can add it again.
• Change the Salesforce Report Creation advice, could somebody please check if this is correct?

Created for issue

Author Checklist

• Provided a concise title for this Merge Request (MR)
• Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
  • Copy/paste the Slack conversation to document it for later, or upload screenshots. Verify that no confidential data is added.
• Assign reviewers for this MR to the correct Directly Responsible Individual/s (DRI)
  • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the Maintained by section on the page being edited
  • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies
• If the changes affect team members, or warrant an announcement in another way, please consider posting an update in #whats-happening-at-gitlab linking to this MR
  • If this is a change that directly impacts the majority of global team members, it should be a candidate for #company-fyi. Please work with internal communications and check the handbook for examples.

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