What Does it take to be a Great Client Success Manager?

by Adrian Dayton
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I was having a conversation with a friend this past week who runs his own business. It came up in discussion his recent experiences with an attorney he works with that helps him on the business side. This friend of mine tends to be a very organized individual and likes to know everything that is going on in his world. His attorney, who does fantastic work tends to have a different personality. If he sends work for his attorney to complete he may not respond for 2-3 days but when he does the task is complete. In the meantime, friend has no idea if the job is being worked on or if the email may have been overlooked. This got me thinking about my job as a Client Success Manager.

Great Customer Success Managers can come from a variety of professional backgrounds. For this reason it can often be difficult to determine the traits that will make one successful in the role.

I haven’t always been in Client Success, so when I made the jump I knew I would have much to learn. One of the first things I picked up on was to be responsive. I wasn’t going to have all of the answers right away to every question but I felt that if I responded and let our clients know that I was actively working to find an answer to their question, that showed I cared. Being up front and honest with your clients is a great way to earn their trust and that’s great way to build a relationship with them. This in turn makes your job managing them, easier.

As with any customer facing position, as time goes on and start seeing a lot of the same questions you can help resolve issues quicker. And for anyone who is starting off a career in client success and is looking for a pointer to help, be responsive, up front, and honest. Those will get you off on the right foot.

https://medium.com/@jaynathan/9-key-traits-of-a-customer-success-manager-b018af426b4b

My name is Mike Rautenstrauch. I am a client success manager at ClearView Social. I am a native of Buffalo, NY.

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Adrian Dayton
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