Top 5 Activities of a Great SaaS Customer Success Manager 

it's not working for me :(

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

@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?

Hi Jared Do you think you can mentor me?

@@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.

What’s the career track after or for CSM?

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

that’s awesome, thanks 🙏🏼

Thanks Justin!

👊 Awesome, let me know how you go!

Will do... more to come

❤️🙏🏻

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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

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Thanks 🙏

Thx Tyler 🙏

My pleasure!

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.

eඒර්ට්‍ර්

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?

@@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!