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.
Customer Success Management, SaaS Sales, Client Relationship Management, Data Analysis, Product Knowledge
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
Video Highlights
1. Successfully managed a portfolio of 80 customers, acting as their primary point of contact and ensuring consistent communication.
2. Conducted quarterly business reviews, analyzing customer data, setting goals, and tracking progress to maintain strong partnerships.
3. Stayed current on product updates, proactively identified upselling opportunities, and contributed to revenue growth by increasing customer seat and product adoption.
Transcript
What were your main responsibilities in your previous role?
My main responsibilities included owning a book of about 80 customers. I was their main point of contact and it was my responsibility to meet with them. Having 80 customers was tough, so I tried to meet with everyone once a quarter.
Every three months, I would aim to meet with all 80 customers. A big part of this was maintaining touchpoints, talking to customers, and ensuring they knew who their point of contact was and who they could reach out to.
Each quarter, I also conducted about 10 business reviews. I would prepare a comprehensive deck outlining analytics from the last six months, our progress, and their specific goals. This served as a recap of our partnership.
It was important to ensure our customers understood their position on our partnership journey. We wanted them to know how they were performing, including statistics on product usage.
Another significant part of my role was learning the product. There was a lot to know, and new products were constantly being added. Staying updated on our product offerings, including new and upcoming features, was crucial.
This also involved making sure our customers were aware of these updates. Upselling was part of my role, and it encompassed the sales aspect. We had a quota to increase our book of business by about 10% per quarter.
This meant ensuring customers were buying more seats or new products. So, in summary, my role involved being the main contact, conducting business reviews, presenting analytics, and staying on top of product updates. I also worked on upselling our customers to increase revenue.
Advizer Personal Links