A Day In The Life Of A Customer Success Manager At Health Tech Social Services
A day for Avery as a Customer Success Manager involves significant email communication and internal collaboration with various teams, including other customer success managers and product/data teams to analyze key performance indicators ("KPIs") and ensure customer success. This also includes external meetings with both end-users and leadership representatives to confirm a positive return on investment for the customer.
Communication, Data Analysis, Teamwork, Problem-Solving, Customer Relations
Advizer Information
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Avery Tinsley
Customer Success Manager
Health Tech Social Services Platform
University of California, Los Angeles 2020
Johns Hopkins MSEd
Biology & Related Sciences
Technology
Sales and Client Management
Took Out Loans, Worked 20+ Hours in School
Video Highlights
1. Avery's day involves a lot of email communication with clients and internal meetings to collaborate with various teams, including other CSMs, product teams, and data teams.
2. A key aspect of Avery's role is data analysis, using key performance indicators (KPIs) to track client performance and ensure the platform is meeting customer needs and providing a return on investment (ROI).
3. Avery interacts with clients at different levels, including end-users and leadership representatives, to understand their needs and ensure satisfaction with the product.
Transcript
What does a day in the life of your role look like?
Emails are often the primary way I stay in touch with my customers outside of our regular check-ins. From there, I have many internal meetings with different teams at my company.
I collaborate with other customer success managers to discuss the landscape of my state and region. We talk about the barriers my customers are experiencing and any consistent troubleshooting we're doing.
I also learn from my colleagues about their customers' experiences. I work with the product and data teams to ensure I'm pulling the correct data relevant to my clients. This includes key performance indicators, or KPIs.
They inform me about the metrics they are interested in learning. I then perform data analysis to ensure high performance and that users are effectively leveraging our platform. This confirms we are meeting the customer's KPIs.
Finally, I have numerous meetings with various leadership representatives from the customer side. I might meet with the end users of our product, or with the individuals who approve payments for the products we offer. My goal is to ensure they feel there is a return on investment.