Main Responsibilities Of An Enterprise Customer Success Manager At Groove
Michael's role as an Enterprise Customer Success Manager at Groove centers on ensuring customer success with the company's sales software, a key aspect being "making sure that the reason why they purchased the tool, we make it realized for them". This involves daily customer interaction, strategic planning to maximize return on investment, and ultimately driving annual software renewals through demonstrable value.
Customer Success Management, Sales, Software, Customer Relationship Management, Strategic Thinking
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
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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 success managers (CSMs) help ensure customers continue using the software they've purchased by focusing on customer success and renewal.
2. A CSM's responsibilities involve regular communication with customers to understand their needs and ensure the software meets those needs.
3. Strategic thinking is crucial for CSMs to align customer goals with the software's capabilities and ensure a positive return on investment for the customer.
Transcript
What are some of your main responsibilities within your current role?
A customer success manager at a tech company wears many hats. Ultimately, the goal is to ensure customers succeed with the tool you're selling.
Much of today's software operates on a renewal model, similar to a Netflix subscription. Companies must decide annually if they want to renew their software purchase and if it's still beneficial.
The customer success manager's role is to ensure customers renew because they have found success with the purchased tool. A lot of my daily responsibilities involve chatting with customers to make sure the tool meets their needs.
This is especially true for their sales teams, as the tool we sell is a sales tool. This role is very similar across tech companies; our main responsibility is to speak with customers and be strategic.
We ensure the reason they purchased the tool is realized, that it succeeds for them, and they are getting a return on their investment. It's really centered around being strategic and ensuring the tool is as smooth as possible for them and they are getting success from it.