A Day In The Life Of An Enterprise Customer Success Manager At Groove
A typical day for Michael, an Enterprise Customer Success Manager, involves prioritizing customer communication, starting with responding to emails and questions regarding best practices and tool utilization. A significant portion of the day is dedicated to strategic conversations with high-level clients, focusing on maximizing tool usage and aligning it with their success plans, followed by follow-ups and proactive outreach to other key personnel within those client organizations to ensure widespread adoption and satisfaction.
Communication, Customer Relationship Management, Strategic Planning, Problem-Solving, Project Management
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
Industries
Job Functions
Traits
Michael Gigante
Enterprise Customer Success Manager
Groove
New York University, 2017
None
Film, Media Arts, Visual Arts
Technology
Sales and Client Management
Honors Student, First Generation College Student
Video Highlights
1. Customer communication is key throughout the day, involving emails, calls, and follow-up actions.
2. A significant portion of the workday focuses on strategic conversations with high-level clients to assess tool usage and identify areas for improvement.
3. Proactive outreach to additional key personnel within client organizations to ensure broader adoption and success of the tool is also a part of the daily routine
Transcript
What does a day in the life of a customer success manager look like?
Typically, at the start of the day, I carve out about an hour to go through emails from customers. As a customer success manager, depending on the tool I sell and manage, customers might have questions on best practices or how to use the tool more successfully. They might also have questions around enablement.
I like to use the first hour or two to answer emails that came in overnight or that morning. A big chunk of the middle of my day is spent having conversations with my customers. These customers could be high up in a company, managing the strategy of their sales team.
I try to chat with them about whether our tool is being utilized to the best of their knowledge at their company. I also look for ways, based on their usage of our tool, to help them improve and get better realization of their investment.
I like to end the day by following up on those conversations. I make sure that we're taking next steps on whatever we discussed. Every customer has a success plan or action plan with us, and I work to ensure we're progressing towards those goals.
If I have additional time during the day, I reach out to other key people at my customer companies whom I don't usually get to chat with. I want to make sure they're aware of our tool and that it's successful for them if they're using it.
So, the three main things I do are centered around customer communication. I make sure they're happy with the tool, I'm strategic in helping them, and I ensure the tool aligns with their success and plans.