From the course: Interview Tips for Sales Professionals

Overview of Customer Success Manager role

From the course: Interview Tips for Sales Professionals

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Overview of Customer Success Manager role

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- [Instructor] As a customer success manager, or someone working to break into this field, you probably already know that this is an incredibly important role within companies today, especially software companies. Once the sales rep closes the deal with the customer, you become the life force, in making sure that these clients are properly onboarded, trained, and supported, all the way through to production. You're also a critical influencer, when it comes to earning renewals, and upselling your customers. This job is big-time, so get yourself big-time ready for that next interview. Recruiters and hiring managers will likely be looking to see how good you are at these key things. Number one, relationship building. Great CSMs are crazy good at this. They love interacting with people. They're strong communicators, natural bridge builders, and they really enjoy serving as the voice of their customers. Number two, collaboration. Customer success managers typically work cross-functionally with sales, technical teams, marketing people, engineers. They need to speak the language of both the business stakeholders, and the technical people, and be able to translate that information back and forth between the groups. Number three, problem solving. Even in a company with the most amazing onboarding, training and implementation processes, things can go wrong. Your interviewer will want to know that you're someone who doesn't break a sweat. Instead, you dive right in, assess the situation, and take immediate steps to resolve that issue. And last, in many instances, they're going to want to know how good you are at getting customers to renew their contracts, upgrade their systems, or buy new products and features. If your role requires upselling, this is the make or break trait that you need to have. So be ready to show your strength at bringing in the moolah, and helping your customers succeed.

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