Top 5 Activities of a Great SaaS Customer Success Manager

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What's the easiest way for a startup founder to turn $1 into $5? In this video, I'm going to share with you the 5 things that a customer success manager (CSM) should be doing for your SaaS business.
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Instagram: @danmartell
Twitter: @danmartell

[@danmartell]

DOWNLOAD: EBR Flow Planner™ - 9 Box Model to Run Your Executive Business Reviews, Retain High-Value Clients & Increase Expansion Revenue - bit.ly/2DwaXqo

[@lisayuan]

it's not working for me :(

[@mohdsajid2855]

889

[@aigerimasangojoeva7729]

I didn't get planner 😔, please let me know how I can get it, cause I filled that form 2-3 times

[@jaredorr]

I’ve been in customer success for over 2 years and I have no intention on leaving. Amazing career path with so many opportunities! Great video!

[@danaconnolly8574]

@jared Orr can you go into the opportunities that customer success manager have? I’ve been an operations manager for 7 years and looking to switch careers and just handle the customer instead the operations and customer. What is the growth path?

[@biancastephanie8830]

Hi Jared Do you think you can mentor me?

[@PeterOla1122]

@@danaconnolly8574 I can sketchily tell you the levels though: 1. Entry Level is usually the Customer Success Specialist, 2. Then the Customer Success Manager 3. The Director of Customer Success 4. Finally, VP of Customer Success. Actually, any of these levels can expand or contract depending on the company you work in. Customer Success career is a very interesting career to be on. It's a developing area of business and there really is no limits to the path of you career in terms of adaptability. You can work in any industry that has to do with customers, either B2B or B2C models.

[@TonyMoze]

What’s the career track after or for CSM?

[@jaredorr]

@@biancastephanie8830 Sorry for the late reply. Connect with me on Linkedin and send me a message: www.linkedin.com/in/jaredsorr/

[@jeffmnewman]

I'm glad I found your channel. Everything you say resonates with me. I love the idea of a purple level and your concept of referrals equaling churn.

[@mlee6136]

I've watched this video at least 5x lol, each time I watch it something else clicks. Thanks Dan!

[@danmartell]

that’s awesome, thanks 🙏🏼

[@gollys6904]

Escalate and elevate! loved that!

[@collettebrown9575]

@danmartell this was great training for me. I have an interview today for a Sr CSM role and this has been helpful for interview prep. I will sure to stay connected this channel.

[@iamlegendharry]

Thanks for this video, Dan. I'm keen to have a career in the CSM field and this is a good foundation to start.

[@Barreddario]

Incredibly valuable content. Excellent job!

[@danmartell]

Thanks Justin!

[@MasterResolve]

My path was developer--analyst--pm--product owner--csm. I'm only a month in, but I am really enjoying this field. Can't wait to grow my knowledge base (and product). Great video, will be sharing with my team!

[@AnuragSingh-ke9bn]

Awesome! Thanks Dan for this Video!

[@daniellebaxter4504]

This was really awesome!

[@tonyaldridge9475]

This was really good to listen to thank you. Considering applying for a CSM position, needed some quick tips and tricks :-)

[@danmartell]

👊 Awesome, let me know how you go!

[@imanomary5747]

This a great video which really sums up the most important drivers for success for the customer and our organization. What are your insights on how we can build an expansion playbook and what touch points can be incorporated in it

[@pedrocxbx]

Great content, thanks for sharing Dan!

[@bejaysus23]

So glad I found this video!

[@to904gaming9]

Amazing video! I run a business consultation company as a one man company. I pretty much am a Customer Success Manager for local small businesses looking to become more efficient and grow. And this video helped me determine what I should be focusing on primary to offer the most value to my customer. This video was amazing and I don’t know if you know how helpful this information is, to even more people than CEO’s /Owners of businesses.

[@danmartell]

❤️🙏🏻

[@alexanderm7076]

Awesome content as always, Dan. Would love more insight into this CSM role. Thanks heaps!!

[@danmartell]

Will do... more to come

[@ricardobenavides9346]

Great tips. Thanks so much!

[@jeweljohnjacob2066]

Your an inspiration

[@taizyamillettegarcia6021]

I’m on month two of my CSM journey as an associate client success manager! I truly love it and hope for more opportunities for growth! Thank you for this vid!!

[@danmartell]

🙏🏻

[@beautygloss19]

How did you change and transition from role to role? Was it in the same company? Did you have to take any additional courses? I’m trying to transition and would appreciate any advice

[@jaypat4164]

Great content. Appreciate it

[@danmartell]

Thanks 🙏

[@tylertian2985]

Great Mentor. Appreciate☝️

[@danmartell]

Thx Tyler 🙏

[@viswanathanl7486]

Thanku Man for the valuable points 🔥

[@danmartell]

💯

[@samgaudet5756]

Awesome!

[@harunskywalker4942]

Take it easy on the acronyms dude

[@jamespolk7926]

taking notes as always.

[@ashamindarathnasiri5991]

eඒර්ට්‍ර්

[@frankiewong7171]

Hey Dan! Thanks for the contents. I cant find more information on the health score you mentioned. Like Red, Yellow, Green, and purple. Can you lead me to some place to learn more about that? Thanks

[@AnuragSingh-ke9bn]

Every Company has their own way to categorize the customer basis on the level of engagement. The company that I work for has Dark Red, Light Red, Orange, Light Green and Dark Green categories. Dark Red is the highest Risk to Dark Green as a referenceable customer.

[@bertilweil6364]

Thank you Dan. I absolutely adore and value your insights!

[@danmartell]

My pleasure!

[@luizafernandes9086]

Can someone help me? Im new in CS and my country doesn’t have many reseaches at this area. I don’t know how to study.

[@iducatifan1]

How is it different than an account manager?

[@JeanNairon]

If you want to find out more about how to drive Customer Success operations, we've created a new podcast here: www.youtube.com/@SpotlightOnCSOps

[@skdmedia9866]

How many accounts would you recommend a CSM could handle if we want them to be great as described in this video?

[@PredictiveCustomerSuccess]

Without a doubt, the biggest mistake I see Customer Success Leaders make is creating a health score first.

[@victorteran8926]

Interesting! Why do you think this is a mistake? What alternatives have you seen work better to start? At what point should the health score be developed/implemented?

[@PredictiveCustomerSuccess]

@@victorteran8926 Everyone understands the concept, a magical number that produces a color or a % healthy and it automatically alerts you to "code blue" situations. The reason it's a mistake is because it takes years to get right and hundreds of dead customers. No new leader has time to interate the thing to make the new electrocardiogram heart monitor! Instead, I recommend Qualitative at risk (the things you can observe through conversations, surveys etc) once you understand those and the symptoms that preceed them, THEN you can start creating the magical health score. This comes from consulting with dozens of companies on Customer Success and finding health scores with very little correlation to churn, revenue expansion or even customer satisfaction! Don't get me wrong, it SOUNDS great, I just NEVER see it executed well!

[@LucienMavor]

Trust an American to over-complicate something so simple.

[@user-vo5is4eq4i]

ViaSuccess

[@user-vo5is4eq4i]

ViaSuccess

[@user-vo5is4eq4i]

ViaSuccess