Every CSM would like to know how their peers or competitors perform their everyday hassles, etc. We, at CustomerSuccessBox, thought of bringing you an excerpt on CSM’s challenges, likes, and dislikes.
This edition of SuccessBound features Neesarahmed Gaha. We asked him what he enjoys the most and the least in his line of work. Read on to know!
Neesarahmed Gaha is currently a Customer Success Manager at CustomerSuccessBox. He is a passionate and highly motivated individual with 5 years of experience in Customer Success Management. He has a proven skill-set in Customer Onboarding, Profiling, Product Evangelism, Negotiation, Retention, Advocacy, and Churn management.
What do you like about your role?
I love how dynamic the role is, this enables me to learn new things every day.
What are the biggest challenges that you face in your role?
The biggest challenge for me would be to salvage a customer that has given up on our product and decided to switch to another platform.
Tell us about a major win you had in the last 12 months.
I salvaged an account that was planning to cancel.
Who do you admire the most or consider as your mentor in the CS industry?
What does your CS day look like?
I usually start my day by devising a plan of action for the day. I then review my overdue tasks/playbooks and do a full analysis of my At-Risk clients and clients with upcoming renewals. I check on the progress of their success plan, if they have achieved their desired business outcomes or not if there are any major outstanding issues/ challenges they are facing etc. After reviewing these customers, I prepare for my scheduled calls, review high-priority support tickets /JIRA tickets and proactively communicate status updates to customers, work on pending escalations, etc.
If you were not a CS leader, what would you’ve been?
An explorer (professional adventurer)
What is a great “stress-buster” activity which you enjoy doing?
Do you love reading books? If yes, which one would you recommend to our readers?
Yes. Warrior of the Light: A Manual by Paulo Coelho
Which is your favorite city that you have visited or you’d like to visit?
I’d love to visit Paris someday!
As a wrap-up, tell us a non-CS tool that you love!
P.S. – The main image has been taken from pexels.com