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Liz, Unemployed - previously Customer Success Manager at 2024 Forbes Cloud 100 Technology Company: Advize Career Interview
A former Customer Success Manager at a top tech company shares a dynamic career journey, starting with internships and administrative roles that led to burnout, before transitioning into the fast-paced world of tech.
The interview reveals the demanding yet rewarding aspects of managing 80 clients, emphasizing relationship building, data analysis, and constant adaptation.
This individual highlights the importance of strong communication, organization, and a desire to help others succeed in customer success.
Challenges included retaining clients during economic uncertainty, but the experience provided valuable networking opportunities and insights into rapid career advancement in tech.
Entry-level positions like SDRs, BDRs, recruiting coordinators, and marketing associates are suggested as potential starting points.
A key takeaway is the significance of prompt communication and proactive engagement in career exploration—an approach that propelled this individual’s success.
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
Industries
Job Functions
Traits
Liz Montgomery
Unemployed - previously Customer Success Manager
2024 Forbes Cloud 100 Technology Company
UC Santa Barbara
N/A
International Relations & Affairs
Technology
Sales and Client Management
None Applicable
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Career Path of a Customer Success Manager at a 2024 Forbes Cloud 100 Tech Company
Liz's career journey began with a social media and store associate internship, followed by administrative roles at private equity firms, where "constant travel, constant scheduling" led to burnout. This prompted a transition into tech, starting as a recruiting coordinator and culminating in three years as a Customer Success Manager, managing a book of 80 clients before a career change.
Main Responsibilities of a Customer Success Manager at a Cloud Technology Company
Liz's main responsibilities as a Customer Success Manager included managing a portfolio of 80 clients, conducting quarterly business reviews ("putting together this big deck about... progress"), and staying current on product updates to drive upselling and meet a 10% quarterly quota increase. This role heavily emphasized client relationship management, data analysis, and product knowledge within a fast-paced, technologically-evolving company.
A Day In The Life Of A Customer Success Manager At A Forbes Cloud 100 Company
A senior customer success manager's day is "pretty chaotic," involving diverse tasks like troubleshooting product issues, training new customer employees, and preparing for client calls—sometimes revisiting past conversations due to a large client base of 80 people. The role's variability stems from the unpredictable nature of daily emails and necessitates adaptability, with only recurring meetings offering consistency in an otherwise dynamic schedule.
Most Important Skills for a Customer Success Manager at a Technology Company
For a Customer Success Manager role, excellent communication is paramount, ensuring customer trust and confidence by maintaining consistent contact and clear communication; organizational skills are equally crucial for juggling multiple clients and tracking progress toward their goals, and a strong desire to help others succeed is a key motivator in this demanding but rewarding career, as the interviewee states, "people who love to help… achieve a goal that do really well in this role".
Favorite Parts of Being a Customer Success Manager at a Top Technology Company
Liz's favorite aspect of her Customer Success Manager role at a Forbes Cloud 100 company was "relationship building with customers," finding it rewarding to connect with "phenomenal people" and help them achieve their goals. This highlights a career focus on collaboration and mentorship, using expertise to empower others and foster mutual success.
Biggest Challenges Faced By A Customer Success Manager At Gong
Liz's biggest challenge as a Customer Success Manager at a Forbes Cloud 100 company was the constant battle of retaining customers for a "nice to have" product, Gong, during a period of economic uncertainty and budget cuts; this resulted in a stressful experience of watching clients churn even when they didn't want to leave because they "had no choice due to budget cuts".
Favorite Parts Of Working In The Technology Industry As A Customer Success Manager
Liz enjoyed the fast-paced, innovative environment of the tech industry, noting that "it was amazing to see how quickly the product innovated," but also valued the extensive networking opportunities, building connections with people "all across the board," which proved beneficial for future career prospects.
What Type Of Person Thrives In Tech According To A Customer Success Manager At A Leading Tech Company
Tech thrives on "fast-paced, chaotic environments," and those who are "career driven" and want to "climb the corporate ladder quickly" excel, with opportunities for rapid advancement, even reaching VP levels at a young age, as illustrated by the interviewee's experience at a Forbes Cloud 100 company.
What a Customer Success Manager at a Tech Company Wishes They Had Known Before Entering the SaaS Industry
The fast-paced and chaotic nature of the Customer Success Manager role at a Forbes Cloud 100 company, with "responsibilities chang[ing] every quarter," significantly impacted the interviewee. This lack of stability, a key takeaway, proved detrimental to their well-being, highlighting a crucial piece of information that would have been valuable to know before entering the industry.
Entry-level positions for aspiring Tech Sales Marketing and Recruiting Professionals
For undergraduate students seeking entry-level tech roles, Liz, a former Customer Success Manager, suggests sales development representative (SDR) or business development representative (BDR) positions as a common starting point, noting that while "it's a tough job," it offers high earning potential and opportunities for internal mobility. Alternatively, recruiting coordinator roles provide an entry point on the administrative side, while marketing associate positions offer another avenue for entry.
Significant Career Lesson From A Customer Success Manager At A Tech Cloud Company
Liz's significant career lesson, stemming from an administrative background, is the importance of "being quick and helpful with responses," a simple yet critical aspect of customer relations that propelled their career. This responsiveness, praised by customers as "phenomenal," led to promotions and distinguished Liz from colleagues, highlighting the impactful nature of prompt and effective communication.
College Experiences That Shaped A Customer Success Manager's Career At A Tech Company
Reflecting on undergraduate experiences, the career professional found little direct correlation between their college jobs—including roles as a hostess and bakery worker—and their later career in tech. However, they emphasize the importance of attending career fairs, exploring potential career interests through internships in junior or senior year, and ultimately, not stressing too much, as "you will find your path."
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