What is an Enterprise CUSTOMER SUCCESS MANAGER?

#CustomerSuccessManager #customersuccess
What does it mean to be an enterprise Customer Success Manager, and how does this role impact how enterprise-level businesses engage with their customers?
Enterprise-level customer success necessitates a more in-depth and potentially more high-touch approach to customer engagement. Unlike Customer Success Manager for small businesses, enterprise Customer Success Manager work with a larger number of people and teams within the company to ensure that customers receive the value they expect. In addition, they are also accountable for a wider success plan coverage because of the sheer size of the customers they are handling.
By understanding what the role of an enterprise Customer Success Manager requires, anybody aspiring to become this type of CSM can effectively execute the customer success plans in a large dynamic, and multi-tiered environment.
In this fireside chat, Fran Sotakova, Enterprise Customer Success Manager at Pluralsight, walks us through the typical week for an enterprise Customer Success Manager. She discusses the key internal and external collaboration events that make up the usual workweek to ensure that all teams are aligned and moving toward delivering customer value. Fran highlights the key performance metrics that define success in an enterprise environment and offers advice and resources for professionals who are aspiring to become an enterprise Customer Success Manager .
Watch the full video now and learn more about the Enterprise Customer Success Manager job description and performance goals.
0:00 Intro
0:37 What is an Enterprise Customer Success Manager?
1:04 A Typical Week for an Enterprise Customer Success Manager
2:14 The Transition to Being an Enterprise Customer Success Manager
3:05 Company Changes as the Customer Success Team Evolves & Grows
5:49 Creating Success Plans for Enterprise Customers
8:39 The Difference Between an Enterprise Customer Success Manager and an Account Executive
10:12 KPIs to Track Enterprise Customer Success
11:18 Advice & Recommended Reading for Aspiring Enterprise Customer Success Manager
📑 Read this blog to find advice on How To Scale Customer Success in small business and enterprise environments:
www.csmpractice.com/how-to-sc...
🎥 Watch this video to learn why the scale of the customer success program should not be compromised for SMBs and Enterprises.
• SCALING CUSTOMER SUCCE...
⏬ Infographic: 2022 Global Customer Success Manager Salary Trends
www.csmpractice.com/customer-...
Customer Success resources:
Gain Grow Retain: www.gaingrowretain.com/home
Customer Success Network: customersuccess.network
Women in Customer Success: www.womenincspodcast.com/
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. www.csmpractice.com/resources
2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. www.csmpractice.com/newslette...
3. Work with our team privately
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. www.csmpractice.com/cs-consul...
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:
📌 Subscribe to CSM Practice TH-cam channel:
th-cam.com/users/csmpractice?s...
📌 Listen to our Podcast:
www.csmpractice.com/podcast
📌 Follow us on TikTok:
www.tiktok.com/@csmpractice?l...
📌 Sign up to receive our Weekly Newsletter:
www.csmpractice.com/newslette...
📌 Download CS Templates and Infographics:
www.csmpractice.com/resources
📌READ our Customer Success BLOGS:
csmpractice.com/blog
📌FOLLOW us on LINKEDIN:
/ csm-practice
📌 FOLLOW us on TWITTER:
/ csmpractice

[@ZxRiGxZ]

I just want to say this was an INCREDIBLE interview. Amazing questions and answers, well done. Helped me a ton

[@CSMPractice]

Glad it was helpful!

[@altynaikurmanalieva2009]

Thank you very much for this video, its super helpful!

[@CSMPractice]

Glad you found this helpful ❣️

[@DeanColegate]

Thanks Irit. Enterprise CS is a topic that is less discussed and this video was an interesting intro.

[@CSMPractice]

Totally agree. Hope others will find this video helpful too. Thanks for commenting!

[@hamsa9042]

Great informational video! May I ask; what is the difference between enterprise customer success manager and global customer Success Manager? What is the pin point where they different even they similar in the nature if the role?

[@CSMPractice]

An enterprise CSM will mainly deal with enterprise accounts/ customers, which could be located in one region (for example, Canada) or globally. A global CSM might be assigned multiple accounts from all over the world, regardless of the size of the account.

[@hamsa9042]

@@CSMPractice Thank you very much! That's what I thought. In global accounts, the CSM is dealing with different business models, cultures, and different people. Whereas enterprise deals with the same business model within a certain setting. I'm trying to get into CS, even though it's hard to! But learning is fun :)

[@lilzach06]

Do I Have to be trained to make this transitions...I have 15 yrs supply chain experience working customers both foreign and domestic in a militaristic capacity.

[@CSMPractice]

I recommend that at the very least, you catch up on the business lingo used when managing clients in a customer success capacity. In addition, I would recommend you take the time to watch enough videos to understand the difference between traditional account management and a proactive customer success management. All of these, would help you in interviews and securing your first CSM job. Good luck -- Irit