Pablo Torre Vega believes that one of keys to becoming a better customer success manager comes down to relationships — but not those with customers.
While it’s essential for CSMs to have a customer-first mindset, he explained, relationships with teammates are just as important. During his time as a CSM at SAP LeanIX, Vega has leaned on his peers for support, enthusiasm and growth, enabling him to improve in his role.
“Our team spirit helps me stay focused and motivated,” he said.
This galvanizing culture guides Vega’s day-to-day work, which is split between strategic and operational duties, from client meetings to content creation. He said he considers himself “the interface between the product and clients,” which is why he makes an effort to stay up to date on product and customer updates by taking part in product development sessions and gathering customer feedback.
While various tools make it easier to thrive as a CSM, Vega shared, there are other ways in which CSMs can improve their skills, whether that’s through active listening or engaging in mentorship. And by embracing these practices and opportunities, CSMs can accomplish the most important task: prioritizing customers’ needs and experiences.”
About SAP LeanIX
SAP LeanIX’s enterprise architecture software is designed to support organizations’ transformation journeys. The company’s platform gives organizations visibility into software applications so teams can uncover and address risks and build a companywide trusted data source that enables continuous transformation.
Give us a snapshot of what a typical workday looks like for you. What are your daily priorities, and where do you start?
As a CSM at SAP LeanIX, I aim to guide clients toward the successful implementation of LeanIX and enterprise architecture practices. Daily tasks are split between strategic and operational duties.
I start the day by managing emails to set the day’s tasks. I actively participate in our EA North America client community and perform client enablement duties such as content creation, which encompasses webinars, posts and customer office hours. Each day includes one-on-one customer meetings to discuss strategies or address issues.
The rest of the day is set aside for customer interactions, which involves weekly meetings discussing various subjects, from strategy updates to new product features. This time also serves to mitigate customer concerns before they escalate.
Being the interface between the product and clients, I support customers, answer inquiries, oversee communications and perform scheduled customer journey health checks. Collaborations with internal teams for renewals and customer relationship support, in addition to routine data analysis and feedback collection, also form part of my work. These practices yield vital product improvement insights.
In summary, my role encompasses guiding adoption, enhancing satisfaction and driving account growth.
How do you stay in the loop with product and customer updates? How much is research, learning and development a part of your workday?
Staying up to date with product and customer changes is crucial to the CSM role. I actively participate in team meetings and product development sessions and routinely collaborate with our product team. This helps me understand any upcoming product modifications, enabling me to handle customer queries and guide them accordingly.
Additionally, I rely heavily on customer feedback, whether it’s from one-on-one meetings, community discussions or support tickets. Evaluating these feedback channels helps me comprehend customer needs, identify trending issues or desired features and contribute to product improvement discussions.
Research, learning and development are integral to my routine. Approximately 15 to 20 percent of my workday is devoted to these areas, as the technology landscape evolves rapidly. I continuously learn about new industry trends or strategies by attending webinars or training sessions, reading relevant articles and taking online courses. The company supports these efforts by providing access to online learning platforms, sponsoring relevant courses and granting time for upskilling, cultivating a culture of continuous learning to stay on top of industry trends.
“Approximately 15-20% of my workday is devoted to research, learning and development — the tech landscape evolves rapidly.”
What tools do you use to stay on task, and how do your peers help you stay motivated?
I rely on the lean methodology and time-blocking to manage tasks. I also use customer relationship management and CSM platforms to track customer interactions, garnering insights that improve strategy formulation and clarify account statuses. Our team embodies a “grow together” philosophy, making space for celebrating wins, sharing learnings and addressing challenges, which creates a supporting environment. In challenging times, I can always count on a lending hand from my fellow CSMs and others across the company.
What words of advice would you offer to other CSMs?
For words of advice, I would say that to succeed as a CSM, one must maintain a customer-centric mindset, prioritizing customer needs and experiences. Be an active listener, as understanding your customers is key to guiding them to success. Invest in relationships not only with customers, but also with your internal teams, and use your resources wisely. Ask good questions, try to understand the “why” behind an ask, and put yourself not only in the shoes of your client, but also your product team. And lastly, utilize the power of mentorship; it provides invaluable insights, guidance and support that can accelerate personal growth and enhance your career.
