Day In The Life of a Customer Success Manager (CSM) in a Tech Software Company

Summary

In this video, Alda, a Customer Success Manager, shares a glimpse into her daily workflow. She begins by reviewing and managing customer messages in her inbox, assigning tasks to team members, and handling spam. Alda then updates her progress and intentions using Miro, where she tracks her top priorities and challenges. She highlights the importance of following up with clients, especially those in the free trial and onboarding stages, ensuring they are satisfied with the product. Alda wraps up by offering advice for fellow Customer Success Managers to always deliver the best experience for their clients.

Takeaways

• 😀 Start the day by logging into the Yes Hello account and checking the open messages.
• 😀 Messages are categorized into 'new' and 'mine' folders, allowing for efficient prioritization.
• 😀 Assign messages to team members, snooze them for later, or close irrelevant messages.
• 😀 Spam messages are filtered and categorized to keep the inbox clean and organized.
• 😀 Review past conversations to follow up on ongoing issues or customer challenges.
• 😀 Use Miro as a central tool for tracking daily tasks and writing down top priorities.
• 😀 Weekly planning and review take place every Monday to organize tasks and goals.
• 😀 Follow up with clients on progress, challenges, and ensure they are satisfied with the product.
• 😀 Checking client payments is part of the daily routine to ensure everything is up to date.
• 😀 Focus on helping free trial and onboarding clients, ensuring they receive the best experience.
• 😀 The main goal as a customer success manager is to ensure clients are getting the most value from the product.

Q & A

What is the role of Alda in the company?

Alda is the Customer Success Manager at Yes Hello, and she is responsible for managing customer success, including communication and task management.

What is the first task Alda does when starting her day?

Alda logs into her Excel account and checks the number of open messages. She then assigns or unassigns tasks based on who the messages are for.

What does Alda do with new messages in the 'new folder'?

Alda reviews the new messages, either assigns them to a team member, snoozes them for later, or closes them if no reply is needed.

What kind of messages does Alda consider to be spam?

Alda identifies messages that are clearly irrelevant or unsolicited, such as those from the website chat, and categorizes them as spam.

How does Alda manage her daily workflow?

Alda uses Miro to manage her daily tasks. She writes down her top three to-do items and sets intentions for the day. She also reflects on challenges from the weekend.

How does Alda communicate with her team members about specific tasks?

Alda assigns tasks to specific team members by reviewing the messages and determining who is responsible for each. She also follows up with clients based on the tasks assigned.

What is Alda’s focus when managing the 'mine' folder?

Alda reviews her ongoing conversations in the 'mine' folder, checks for updates on previous chats, and follows up with clients like Zainal regarding their challenges.

What kind of tasks does Alda prioritize for her daily intentions?

Alda prioritizes tasks such as following up with clients, particularly on challenges or feedback, and ensuring smooth communication with clients during the onboarding and trial stages.

How does Alda handle the weekly planning process?

Alda conducts weekly planning and reviews every Monday. She records her top three challenges from the weekend and outlines the tasks and goals for the upcoming week.

What does Alda do in the afternoon as part of her daily tasks?

In the afternoon, Alda checks on client payments, ensures that clients are doing well, and follows up with clients facing challenges, particularly those in the free trial or onboarding stages.