#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:
Must-watch: What is a Strategic Customer Success Manager:
⏬ Infographic: Global Customer Success Manager Salary Trends
Download: Top 10 Must-read Customer Success Books for CSMs
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.
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