First, keeping with the theme of understanding different functions within a cross-functional team. In this article, we talk about what is a customer success manager w/ Emma Hill.
Emma shares a wealth of information. Her roles include working as a Project Manager, turned Product Manager, turned Account Manager turned customer success manager at ProdPad.
ProdPad. is a Product Management Tool, helping product teams with their Roadmaps, backlogs, align everyone on their product processes.
Product Managers focus on solving customer’s problems. Customer success teams also think of themselves as the voice of the customer.
The customer success team talks to customers on a regular basis, so they need to push that information up to the Product Managers.
The account manager role may be seen with a negative outlook in the view of the customer. As generally speaking the customer success manager is there to help the customer use the software vs. an account manager who may be motivated to sell you something.
The role of customer success does involve an element of expansion, however, that is not the primary function.
In short, making customers successful. Understanding from the outset, what are the problems the customers are facing. What are the outcomes the customer is looking to achieve and then helping them get to those outcomes in the shortest time possible.
Time to value can depend on the size of your organization. For B2B customers, it can take longer as it also depends on the change management process.
Over the last few weeks, we have been experimenting with the newsletter. We have some updates planned and will start rolling them out soon.
Also, keep an eye out as we will be announcing Summer of Product soon. In the meantime, let me know what you’d like to read more about.
See ya next week.
Something to think about in the meantime:
Communicate with purpose
Increase your influence
Empower your team