In our 3rd “3 Quick Ones” article we present an interview with Petr Pinkas, Customer Success Manager at our favorite content curation platforms – Feedly.
Feedly is a platform for organizing, reading and sharing the content of your favorite sites. It allows you to organize and access your favorite blogs, news sites, podcasts and Youtube channels, all in one place.
Petr’s experience and dynamism throughout his professional career have helped Feedly become such a great, customer-focused platform and it shows in every aspect. As a Customer Success Manager, his rigorous attention to detail and devotion has set the needs and opinions of customers as a top priority.
We learned various effective tools and tips from him as well as what success means for a CSM and we are delighted to share it with you.
How would you define the roles of a customer success manager?
I see the role and mission of a customer success worker as a system to find all the possible ways to make the customer successful. I don’t see it only from the perspective of excellent customer service. Making sure everything in the process goes smoothly should also be taken into consideration – including onboarding, marketing, sales, company culture, etc.
At the moment, I’m responsible for making all our customers successful in B2C and this role will evolve as we’re investing into B2B market. I’m informing the team why our users are choosing us, how we’re making them successful in what they do and also why they churn. This information is used for improving the product and everything around it.
Please name the top 5 tools you use on your day-to-day job as a Customer Success manager
Helpscout is an email ticketing system.
It’s super easy to use and I love their blog 🙂 .
We also use satisfaction rating to know whether the way we interact with our customers is OK or not.
We use Tweetdeck to Handle all incoming tweets and Twitter communication.
With Trello, it’s easy to document all the necessary feedback, TODOs, projects, backlogs and feedback.
We’re big fans of sprint planning at Feedly.
Slack is our go-to tool for team communication.
As we’re a distributed team and I work remotely, this is a great way to keep up with all the news and to ask questions and at the same time, you are able to limit the number of incoming emails.
Evernote is a great tool for quick notes and for building my internal knowledge base.
Of course, our awesome tool which helps me keep up to date with everything that matters to me.
Plus, we share interesting articles within the team which are increasing our expertise and amplifying our knowledge.
What tip would you give to an up-and-coming Customer Success Manager?
Customers are talking to you and to your brand everywhere. Don’t make them wait.
Take into account that for every unhappy customer there are 26 others that haven’t complained.
So whenever you hear one negative feedback or complaint, multiply that by 26.
Want to get more advice and hear more about what Petr’s learned throughout his experience as a CSM?
Let us know in the comments below 🙂