Ask HN: What Does a Customer Success Manager Do?

https://news.ycombinator.com/item?id=15069326

by chirau • 9 years ago

4 2 9 years ago

news.ycombinator.com

leahcim• 9 years ago

They handle clients requests such as onboarding and customer support.

apohn• 9 years ago

This depends heavily on the size of the customer success team. I used to work at a place with only one customer success person who managed and tracked content on an external facing community site (basically the combination of a FAQ and Forum). For questions that were unanswered, they would request somebody from the appropriate team (e.g. PreSales, Services, Tech Support, Education, etc) to answer the question.

The plan was for that team to grow so they were also doing the following 1) Developing tutorials and videos for frequently asked questions 2) Tips & Tricks - blogs, tutorials, videos 3) Better Routing of customers to the right group (e.g. tech support). Basically a second layer of defense after the account executive. This was really important for new customers who didn't understand the correct channel to reach out to for help. 4) Have scheduled public sessions (e.g. 2 hour chat sessions) where customers could get tech help, demos, etc. Typically this would involve one person from the customer success team and one from some other team with more expertise in the product(s).

On the one person team, the "manager" didn't manage any people. The managed the customer questions and site. As the team grew, there was a plan to have somebody who actually managed the team.

Ask HN: What Does a Customer Success Manager Do?

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