What does a customer success manager do on a daily basis?

Do you think that your responsibility is over after winning a customer? However, the moment you acquire a customer marks the beginning of your journey. After making your sale, your business has to prove the value of your products consistently. Moreover, you should promote your products and services and grow customer relationships. A Customer Success Manager will provide the best solution at this point.

Developing a customer-first strategy is the most important step for establishing a successful business. But, how would your employees understand your customers’ short-term needs? That is why several businesses have hired a customer success manager to deal with these issues.

More about customer success managers

They act as relationship managers by solving customers' problems, driving customer satisfaction, and raising the customer retention rate.

Success may be of different types. For instance, it can be about your monthly revenues. It can also be a small personal success. But, you must know that buyers need to learn how to use your product. Thus, without a proper guide, your customers may lose interest in your product.

Customer success managers play an important role in this scenario. They become mentors to your customers. The major goal of CSM is to monitor your customers’ satisfaction as they grow.

Creating a day’s routine of a customer success manager-

You can now check what a customer success manager does as a part of his everyday routine.

Every day, customer success managers deal with multiple accounts. They interact with different salespersons on your team and have a lot of customer contacts. As a result, they have a chance of facing some unpredictable issues. However, before starting a day’s work, CSMs review their schedules and identify the most important tasks. Still, there is a risk of a slight deviation from the routine.

A daily struggle with other teams-

Before starting the daily work, CSMs save some time interacting with the team. These managers also meet together to watch motivational videos. The major goal is to let CSMs stimulate each other for upcoming tasks.

Send a quick response to emails.

It takes time and energy to communicate with customers and solve their problems. However, dedicated CSMs start their days by solving the unresolved questions of your customers. They send prompt responses to unsolved tickets and emails to provide the best assistance to your customers. While some issues can be solved instantly, others involve scheduling a long phone call session. In some cases, the CSM needs to discuss the problem with your in-house team associated with product development.

Call new customers for onboarding instructions.

A professional CSM knows how to onboard new customers. Usually, your company's sales team will engage the CSM in joint phone call sessions. However, before participating in the calls, the Customer Success Manager reviews customers' needs for better and more effective communication.

During this interaction, the CSM learns more about the customer, develops a strong relationship, and starts the onboarding process. For instance, the Customer Success Manager can help with product usage training, guide customers to use training resources, and schedule a training program. However, the top priority of CSM is to develop trust, which naturally tempts customers to rely on his service for a potential issue. Thus, the Customer Success Manager gives high importance to relationship development during phone calls.

Follow-up communication with new customers

A single phone call does not ensure successful onboarding. CSMs know the importance of following up with customers regularly. They also ask these customers to give feedback about your products and services. Furthermore, they provide resources for troubleshooting and informational purposes.

Some CSMs also develop a strong customer success strategy for new customers. They gather details on customers’ needs and anticipations and create a strategy on how to make the best use of their products.

Use multiple channels to provide customer assistance.

It takes significant time to solve a large number of customers’ problems. Today, most organizations rely on more than one channel to interact with customers. Some commonly used channels are

• Social media
• Phone calls
• Email ticketing
• Video conferencing
• Online chat

Efficient CSMs can manage these channels to solve both minor and major issues for your customers. However, they do not simply settle their issues during interactions. They represent your brand and add a touch of positivity.

Engage in discussions with different departments

CSMs need to maintain communication and relationships with other departments within your company. By consulting with your sales professionals, they can learn new things from your customers. Furthermore, they try to identify the latest features added to your products. This knowledge enables them to assist customers in making the best use of their innovations.

To sum up, CSMs have diverse responsibilities. Still, each and every day of their lives brings them new challenges. That is why CSMs naturally get stimulated to work more efficiently. The average weekly working hours of CSMs is around 40, but they need to be active all 24 hours to manage customer concerns.

CSMs can never overlook these 3 responsibilities.

CSMs provide you with several business growth opportunities. They are aware of their responsibilities like-

• Management of long-term rapport with customers

Do you know that a major part of a software company’s earnings comes from subscriptions? So, there is a trend of having a shift from a one-time purchase to monthly sales.

It indicates a shift in relationship goals, and the current goal is to maintain customer satisfaction all the time. The focus is mainly on relationship marketing, and only CSMs can do it better than other professionals.

While your sales representatives ensure the short-term contentment of customers, CSMs have added value to your customer base for several years. From the day when your customers make a deal with you, CSMs stay committed to them. During the relationship marketing campaign, they connect with customers regularly and create an open communication line to add issues.

• Product and brand promotion

CSMs play an important role in creating buzz for your new products. They keep your customers updated on the latest features of your products. Moreover, when you make your new products and demos, CSMs facilitate training and demos. Your success managers will help customers who are thinking of buying your product. They look for upselling opportunities by gaining trust and understanding the use cases of their customers.

The best CSMs also provide technical assistance to your customers during the onboarding process. While working closely with your customers, they ensure your customers have implemented your products safely.

Proactively solve problems

CSMs look after your business and find the best solutions to your customer's pain points. They constantly monitor customers’ fulfillment and prevent potential issues from occurring repeatedly. With regular interactions, they measure customers’ satisfaction. Furthermore, they compare conversations with behavioral data collected from different sources.

For instance, CSMs check how often your clients open your business application. It is the best way to identify the overall satisfaction level.

When your CSMs notice red flags, they take action and resolve complaints.

Refining the skills for better services -

Efficient CSMs regularly sharpen their skills to provide better services to customers.

They know that customers are always at the forefront. Customers' success equals their success; thus, they try to develop a perfect customer mindset.

Another unnoticeable trait of CSMs is that they have industry knowledge. Without understanding the business, its workflow, and the relevant industry, they cannot win customers’ trust. Moreover, solid knowledge of the industry enables CSMs to find creative solutions to customers' problems.

Most CSMs do not have face-to-face interactions with customers unless they host a video conference. They send responses via email and arrange phone calls for high-priority topics. But, as email is preferable for bulk communication, CSMs nurture their writing and reading skills.

It is also essential to have technical skills to understand your products and maintain a daily workflow. Above all, communication skills are important for every CSM. Proactive communication skills enable Customer Success Managers to find better opportunities. CSMs can clearly define why your customers should buy your products. They remove confusion from your customers' minds and generate the intention to make a purchase. But, they also have listening skills, as they need to focus on customers’ words before taking any action. Active listening ability enables them to provide accurate solutions to customers.

Conclusion-

Overall, we can say that Customer Success Managers have a busy schedule as they love to delve into customers’ data to learn everything about them. Customers’ preferences, goals, and anticipations—everything is under their knowledge. They pitch new ideas for how your customers will be able to use your products. With strong customer relationships, they foster long-term and short-term success.

As they need to deal with multiple customers at a time, they have good time management skills. CSMs are responsible for working on several accounts simultaneously, so they develop multitasking skills to achieve success.