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.
Communication, Problem-Solving, Project Management, Customer Relations, Training
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Name
Job Title
Company
Undergrad
Grad Programs
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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
Video Highlights
1. The day-to-day work of a Senior Customer Success Manager is unpredictable and involves diverse tasks, from troubleshooting product issues to training new customer team members.
2. A significant portion of the job involves communication and collaboration – responding to customer needs, coordinating with internal teams, and preparing for regular and ad-hoc meetings.
3. Strong organizational and time management skills are crucial, given the numerous responsibilities and the need to juggle various customer interactions simultaneously. The ability to prioritize and adapt to changing situations is essential.
Transcript
What does a day in the life of a senior customer success manager look like?
A day in the life is pretty chaotic, to be honest. You don't really know what's going to happen each day because you're the main point of contact for 80 different people.
Often, the first thing in the morning is going through email. It could be anything from, "Hey, our product isn't working, can you help us?" Then, I'm coordinating with our support team and technical assistance. Sometimes it's like fire drills first thing.
Other times, we have a new head of learning and development. Someone joins a team and wants to utilize Gong, a company I worked for. They want to use the product and show their team how to use it. So, sometimes you're training brand new people who join companies that are your customers.
A lot of my job is prepping for calls. Depending on the type of call, it might be a business review where I spend a few hours prepping, putting together a deck, and checking customer analytics. Or it's a simpler call where I have to go back and listen to the most recent conversation I had. With 80 customers, I don't remember the last thing we talked about.
In short, every day is different. You never know what kind of emails you're going to get. The only stable things are those business reviews scheduled a few months in advance or calls that happen every couple of weeks with the same customers. Other than that, it's pretty all over the place, depending on the emails you receive each day.
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