A week in the life of a Customer Success Manager

Welcome to another edition of "A week in the life," where we shine a spotlight on the incredible people at TheyDo. This time, we step into the world of customer success with Pat McInerney, one of our dedicated Customer Success Managers. At a scaling startup like TheyDo, the role of Customer Success is dynamic, requiring adaptability, strategic thinking, and a deep commitment to helping customers achieve real business outcomes. Here’s a behind-the-scenes look at what it takes to thrive in this role.

What challenges are unique to being a Customer Success Manager at a scaling startup like TheyDo?

At a scaling startup, the role is dynamic, and you often wear multiple hats. You may find yourself navigating ambiguity and shifting priorities as the company grows. Since the product is constantly evolving, balancing operational stability—ensuring customers experience a polished and reliable product—while staying agile to support them in adopting new features and workflows as they are released, is critical. 

Growth also brings more customers and bigger expectations, which can be a lot to manage at once. Additionally, many foundational processes, such as setting up retention frameworks and cross-functional communication channels, are still being built. It’s a constant balancing act: supporting customers effectively while shaping the very structures that will drive long-term success.

How do you ensure you're delivering value to customers while helping them achieve success with the platform?

I start by deeply understanding each customer’s business objectives. This helps me tailor our platform to meet their specific needs, rather than just offering a one-size-fits-all solution. I like to have regular check-ins to ensure customers are getting the most out of the platform and to identify areas for improvement or additional features they could benefit from. Success isn’t just about them using the platform—it’s about achieving actual outcomes. Focusing on this really does equate to quicker success and overall satisfaction with TheyDo.

What part of your role do you find the most fulfilling or rewarding?

The answer is two-fold. First off, I really enjoy seeing customers genuinely succeed and knowing I played a role in their journey. Whether it’s seeing a customer launch a major feature or hit a long-awaited milestone, those moments make the work incredibly rewarding. Second, I enjoy working with my colleagues across different functions. Customer success is truly a team effort and it’s so impactful to be able to collaborate with engineering, sales, marketing, and more to solve customer challenges in creative ways. 

How do you measure your impact on customer satisfaction and retention?

I measure impact using a mix of qualitative and quantitative metrics. On the quantitative side, I look at usage data, churn rates, and net retention. On the qualitative side, I keep track of customer feedback, NPS (Net Promoter Score), and direct conversations. Tracking these gives me a clear picture of where we're delivering value and where we can improve. I also keep a close eye on the customer journey, identifying areas where customers are at risk of disengagement and proactively addressing those before they lead to churn.

Is there a particular customer story or success that stands out to you?

It’s not a single customer that comes to mind, but rather our customers as a whole. We are working with our customer base to shift their focus towards actual business outcomes. By challenging them to prioritize journeys that deliver tangible value, our conversations have become so much more fruitful. As a result, our customers not only see the value that TheyDo can bring to their team but also how journey management can impact their entire organization. 

How do you collaborate with other teams, like the Account Execs, Product/Engineering, or Support, to ensure customer success?

This is one of my favorite parts of the job. I get to work closely with Account Execs during the sales handoff to ensure a smooth transition. We also keep an open line of communication about customer concerns, upsell opportunities, and potential red flags. I also work alongside our incredible Journey Management Coaches, who play a key role in shaping the partnerships and driving value to our customers. 

On the Product and Engineering side, I relay customer feedback and feature requests to the teams, ensuring that the customer’s needs are prioritized in the product roadmap. With the Support team, we coordinate to resolve technical issues quickly and efficiently. Strong relationships with these teams helps me be proactive and responsive in driving customer success.

How has TheyDo’s approach to customer success differed from your previous experiences?

At TheyDo, the customer success philosophy is proactive rather than reactive. There’s a strong emphasis on understanding the customer’s end goals and aligning every interaction with those outcomes. The team works closely together to ensure a seamless experience for the customer, and everyone from sales to product to support is involved in delivering value. This holistic approach is different from previous roles where customer success sometimes felt more transactional or solely focused on putting out fires.

What’s one skill or practice that you think is essential for success in your role?

One skill that’s crucial is active listening. You need to listen deeply to understand not only what the customer is saying, but what they’re really trying to accomplish. In a startup environment, customer needs can shift quickly, and being able to adapt, understand their priorities, and respond with empathy makes all the difference. It builds trust and helps us find creative solutions to complex problems.

What advice would you give to someone considering a career in Customer Success at TheyDo?

Be prepared to wear many hats and embrace change. In a startup environment, there’s a lot of room for creativity and innovation, but you’ll also need to be flexible. Focus on building strong relationships with customers and don’t just think of yourself as a problem-solver but as a trusted advisor helping them grow and succeed. It’s also important to develop a mindset of continuous learning—things evolve quickly, and staying ahead of product updates and customer needs is key.