Getting a ton of emails from that person called your success manager? You should respond, and here’s why:
We help protect your investment
You just spent a significant amount of money on cloud-based software for your team. How do you prove the value of that investment to your stakeholders? You have to use it! Success managers live within data and are always monitoring your usage to target areas that might lead to poor performance. They may also suggest additional training to show you features within the software that you might not discover on your own. If your success manager keeps knocking on your inbox door this week - that’s them driving usage. They want to help make you look good, and maximize ROI!
We bring expertise and value
Customer success is a fairly new profession, first originating in the late 2000’s when SaaS companies began to struggle with customer retention. Since the stakes were high, success managers were often hired from a variety of professional backgrounds, including consulting or relative industry experience. This diversifying approach continues today, adding a significant consultative value to customers beyond the product itself. Success managers become an extension of your team. We learn your processes and provide suggestions based on our software expertise.
We're advocates, not just account managers
Have a product feature that you’d like to suggest? What about the product should be improved? Success managers can help with that! In addition to day-to-day account management, success managers are also your advocates for change within the product, your representatives at the ‘town hall’. Software companies do a lot of customer research before making changes, but can’t always prioritize everything. Since success managers build strong relationships and work closely with the product and engineering teams, they can be your voice on the product roadmap.
We talk money sometimes, but we do it carefully
19th century English poet, art critic and socialist John Ruskin once said, “The common law of business balance prohibits paying a little and getting a lot — it can’t be done. If you deal with the lowest bidder, it is well to add something for the risk you run, and if you do that you will have enough to pay for something better.” Success managers believe in this philosophy, and want to have conversations with you around the value of the product relative to what your spending. These conversations are important to alignment of value to cost, and success managers always approach them diligently.
We're well connected - So help us help you
Just like they’re working with you, success managers are working with dozens of other companies just like yours. They’re seeing and helping solve a lot of the same problems that you’re experiencing. Be transparent. Success managers want to help you! They’re learning a bunch from other industry professionals and are almost always (within permissible reason) willing to share what the other ‘guy’ is doing.