A Day in the Life of a CUSTOMER SUCCESS MANAGER
ฝัง
- เผยแพร่เมื่อ 30 ก.ค. 2024
- #CustomerSuccessManager #customersuccess
What is a Customer Success Manager, and what does their typical day look like?
As a Customer Success professional, your primary concern is to build a positive relationship with the customer in a way that enables you to deliver value. In a high-touch situation, having a deep understanding of a customers' needs and being proactive about what they might benefit from in the future is extra important.
What does a Customer Success manager do? In a high-touch environment, the Customer Success Manager ensures that all cross-functional teams are aligned with the strategy and the customer is immersed in the success plan to appreciate it fully.
What does a day in a life of a Customer Success Manager look like? What are the KPIs that a Customer Success Manager works towards achieving while working with the account executive? What are the weekly and annual activities that a Customer Success manager must implement and monitor to guarantee alignment and cadence with the customer? Learning how to be a good Customer Success manager is a continuous process; fortunately, there are plenty of case studies and resources available to help one become better each day.
In this fireside chat, Tom Coscia, Strategic Customer Success Manager at Tricentis, talks about the typical work environment for a Customer Success Manager in a high-touch environment. Tom handles at least 15 accounts with an ARR of $3 million, making this conversation an exciting and meaningful resource for those who want to succeed at being a Customer Success Manager.
Watch the full video and learn more about what a Customer Success manager does.
0:00 Intro
01:31 What High-Touch Means When Managing 15 Accounts
03:06 How Customer Success Managers Build a Relationship with New Accounts
04:04 Prioritizing Weekly Activities for CSMs
05:00 Interacting With Other Departments to Implement Success Plans
05:49 Annual Must-Dos for Customer Success Managers
07:01 How a Customer Success Manager Function with the Sales Account Executive
07:54 KPIs to Measure Success in a Traditional Software Company
09:18 Product Savvy vs. Business Savvy: What's the Most Important Skill for High-touch CSMs?
10:56 Recommendations for Anyone Aspiring to be a Strategic Customer Success Manager
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Here are some bonus resources for you!
Read this blog about what is a Customer Success Manager:
www.csmpractice.com/customer-...
Must-watch: What is a Strategic Customer Success Manager:
• What is a Strategic CU...
⏬ Infographic: Global Customer Success Manager Salary Trends
www.csmpractice.com/customer-...
Download: Top 10 Must-read Customer Success Books for CSMs
www.csmpractice.com/top-10-cu...
Another FREE DOWNLOAD: RECOMMENDED CSM RECRUITERS LIST
We asked the customer success community - which recruiters do they recommend working with when hiring a CSM. Whether you are looking for a CSM job or hiring for one, download the list to work with those others had a great experience with.
Download the List for FREE: www.csmpractice.com/recruiters
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Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
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We’ve created a resource library for you to gain easy access to best practices and benchmark data. www.csmpractice.com/resources
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Awesome insights. Congrats to your channel and thanks to Tom 🙂
Appreciate it ❤️
Thank you, Irit. It was fun speaking with you!
Thank you for being awesome, my friend! Irit
Been a Support manager for about 6 years transitioning fully into the CSM realm. Very solid run through on the ins and outs! Very insightful! Great job, Tom!
Agreed! Tom is wonderful. Appreciate your kind words.
I needed this channel. I'm so happy I found it!
Hey Rose! Glad you found this helpful
This is a great reminder of the fundamentals for all Customer Success Managers. Love the conversation!
Thank you so much ☺️
EXCELLENT questions you posed, Irit! Very informative interview.
Thanks Jonah!! I appreciate it, Irit
This is very insightful. Thank you
Thanks, Joy! I appreciate the kind words, Irit
I’m an account manager trying to transition to a customer success role with a startup. This was very helpful!
Good luck on your journey! Do watch more of our video to learn more about Customer Success. We'd appreciate it if you would subscribe to our channel and give us a thumbs up on videos you found helpful.
awesome information. I'm trying to get into this career space and its been insightful watching your videos. thank you
Hello Johnathan, hope you find our other CS related videos helpful. Good luck on your career journey!
Great meeting and information. Thank you
Thanks! Appreciate it
good stuff
Thank you!
@@CSMPractice one should call out 'gold' when one spots some. good day!
Thank you so much 😊
Great content but the graphic transitions with the opening closing bars are too much. A little less please. Its taking away from your good work.
Appreciate the feedback. We will look into it and see what we can do for future videos to accommodate.
Roughly, about how many hours a day are CSM's on the phone?
Good question! Probably 20-30 hours per week depending on how many accounts they have.
Why did it get cut off at 3 of 5 of his points :(
It did?!