My name is Nick Donovan.
I'm 28 years old and I'm a customer success manager
at User Testing.
I make $80K a year.
User testing is a company that specializes
in providing qualitative user feedback
for companies with apps and websites.
So that's a little bit complicated,
but essentially what we do is we allow big companies
to understand what users experiences are like
when they try using their apps and websites.
So for example, when you go to Amazon to buy something,
maybe there's a step in the process
that's really confusing,
and so you decide not to buy it.
Amazon wants that not to be the case,
so they purchase a subscription with User Testing
which allows them to see what their users are experiencing
and improve those processes.
So User Testing has a panel of testers
that exists all over the globe,
and in order to get feedback what we do is
we have each of those testers take what we call sessions.
And those are done using a screen recorder
on either their desktop computer or their mobile device
which will record what they're doing on their device,
as well as their thoughts that they're speaking aloud
during the session.
So that way we're getting feedback on not only
what it looks like when they're trying to click on things,
but also if they're running into an issue
they didn't know they were going to have,
they can speak their thoughts aloud
and say, "Oh this isn't what I expected,"
to make those pain points really clear.
Essentially User Testing is here in order to provide
companies with those insights into those users.
So as a customer success manager,
I'm here for a couple different reasons,
that our main focus here is to make sure
that our customers are always really happy
with the platform and the product and subscriptions
that they've purchased with us.
If they're really happy with us,
then it means that they're really sticky
and we're doing great work for them
in providing them valuable research.
And that means that they're going to come back
again next year and purchase again.
So really when it all boils down,
I'm here to help ensure that customers are renewing with us
and spending money that way.
My major responsibilities, as I'd said previously,
is essentially to ensure
that my customers are always healthy
which means that they're utilizing the product.
They are finding value in it.
That's really kind of what matters.
So in order to do that, I'll do partnership reviews
which is times when I'll go in and try to meet
with the executive stakeholders at my customers' companies,
and ensure that they're seeing the great value
that they're getting.
Beyond that we'll also be having
regular email correspondence,
monthly check-ins in order to make sure
that they're doing well,
phone calls.
I'll go visit them in person sometimes,
that's some of my favorite stuff to do on my job
is actually going and visiting really cool companies.
And then beyond that, I'm also responsible
for all renewal discussions.
So once a customer is done with their first year with us,
I'm responsible for talking with them
about their upcoming year subscription
and making sure they still want to stay on.
So projects for my role are a little varied.
Sometimes a project could be onboarding a new customer
and that would mean that I am working
with our professional services team or researchers
and project managers who want to make sure
that all our customers understand fully
how to utilize the platform.
So sometimes I'm focusing really on that
with newer customers.
Other times I'm putting out fires,
if there's a customer who had a really poor experience
for one reason or another,
I want to make sure that they understand that
that's not how we do business,
the usual typical experience
and helping them kind of reconnect and regroup,
so that we can do great stuff going forward.
Other times it's renewal discussions,
so figuring out what number is really going to work
for that customer and what actual package
is going to get them what they really need
in order to get those insights that they're looking for.
I make $80,000 a year,
Now that number is a little bit variable,
it tends shift based on a few different factors.
The main thing that I'm kind of graded on
and that can impact that
is whether or not my customers renew,
which is a great sign of a good customer success manager.
If I'm doing my job, they want to continue with us.
So customer success managers tend
to make around $80,000-ish.
It varies quite a bit just because custom success managers
and customer success as a field,
tends to be a newer field that's just kind of starting.
So a lot of different companies are figuring out
what the responsibilities of a customer success manager
should be and with that what the pay should be,
so that it really balances out.
There's a really broad window, I would say,
tends to make anywhere from $60k to $100k a year,
and still have a job.
So I'm making pretty much right in the middle there,
which is really great.
Started out making around $60k,
that improved because User Testing wanted to make sure
that everyone at the company was making industry standard
and so we've improved to this point.
And then from here for me to continue improving,
I need to make sure that my renewal numbers are good,
my customers are utilizing the product,
things that are normally expected of me
in my day-to-day so that,
it's pretty fitting I would say.
I had my first annual review last year and I
thought ahead and I planned and I came prepared
with all of the great renewable numbers that I had,
all the usage data,
so that I could show the positive impact
that I had had on the customers who I'd worked with,
and that was really good
and it was one of the factors that resulted
in me making a little more money.
So to be successful as a customer success manager
there are a few things that have to happen.
You have to be able to think strategically
long-term about customers.
A lot of times, there's some confusion over well
is customer success a sales role?
And it's not because in sales,
you're trying to sell as much as you can.
To be a great customer success manager,
you really need to think strategically,
long-term about your customers
and what will make the most positive impact for them.
So you really have to have their well-being in mind
if you're wondering about what mindset you have to have.
What that means kind of for the skill set
is to be able to look at, okay,
this is what a customer's hoping to accomplish,
this is how we can get them there.
Maybe it's a small package,
maybe it's something that they just need
to get off the ground.
And from there, maybe we are going to try out
some new different things.
And maybe they'll find a feature
that is bringing them a lot of value.
Great, we can bring them that.
We don't need to always be upselling,
we don't need to be charging as much as possible,
we don't need to be doing any of that.
We need to work with their budgets
that they're healthy and happy
and coming back again next year
and continuing to work with us,
'cause that's really what matters.
So one of the things that's really important
is being organized.
So like I'd said,
I'm managing a bunch of different customers.
Right now, I am managing about 60 customers,
which is a lot.
So that means multiple monthly touch points every day
and I need to be knowing
what these customers are doing.
So I need to know what their values are,
what they want to be achieving.
And with 60 different people
who I need to be keeping track of,
everything each of them are doing,
and some of them are teams of more than one people
so they have lots of different things
they're doing within each of their teams.
Organization is really key,
you need to be able to keep track of everything.
Beyond that,
being a personable person and being friendly
and not being nervous to go in
and have conversations with important key stakeholders
is a necessity.
You have to be able to be comfortable doing that.
Yeah, it's been great.
I've actually kind of become close with some of my customers
which is really nice to be able to say,
"Oh well, you know after work we should meet up for drinks."
Or, "You know, next time I'm in town,
"I'll give you a call and we can go out."
And that's been a really cool experience.
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