Lucy

At The I.T. Team, our Customer Success Managers (CSMs) play a critical role in ensuring our clients thrive. But what exactly does a CSM do, and why is this role so essential in today’s fast-paced tech world? In the first of our Meet the Team series, we sat down with our very own CSM, Annaliese, to explore what it means to be a CSM, the day-to-day responsibilities, challenges, and the rewarding aspects of the role. Annaliese shares her journey into the world of Tech, why she loves working with clients, and what makes The I.T. Team such a special place to grow and succeed.

What exactly is a CSM?

A Customer Success Manager (CSM) is all about building and maintaining long-lasting relationships with customers. At its core, the role is about making sure customers are happy, supported, and getting the most out of the product or service. You’re the go-to person for clients, bridging the gap between the technical team and the customer to ensure everything runs smoothly. They also handle any challenges that arise, the CSM is there to guide clients every step of the way, ensuring they’re set up for success.

What are your main responsibilities as a CSM?

As a CSM, the primary focus is regular meetings with clients. The frequency of these meetings depends on the client's size and needs—some might meet fortnightly, others monthly or six monthly. These meetings are all about checking in, seeing how things are going, and figuring out any pain points they’re experiencing. We work together with the team to come up with solutions and keep everything moving forward.

Another big part of the job is meeting with our engineers to stay up-to-date on any key updates or issues, so we can keep our clients informed. Being available and always ready to chat with customers is key. It's not just about fixing problems, but also about being proactive in offering guidance and support.

What are the most important skills for a CSM?

Communication is definitely the most important skill for a CSM. You need to be able to talk to customers and your internal teams, translating between both worlds and ensuring everyone is on the same page. You also need to be adaptable and comfortable with change, because no two days are ever the same. Things can shift quickly, and being able to roll with those changes is important.

Organisation is another must—you’re often juggling a lot of tasks, managing multiple conversations, and keeping track of ongoing projects. Staying on top of everything is what keeps things running smoothly.

What does a typical day look like for you?

My day typically starts around 7:30 am with a quick check of any urgent emails or client issues that might have come in overnight. After that, I dive straight into meetings—whether it’s a catch-up with clients to see how they’re doing or an internal meeting with our team to discuss ongoing projects or any technical concerns.

Throughout the day, it’s a mix of problem-solving, project updates, and thinking ahead to how we can help our clients be more successful. There’s always a lot going on, so the key is prioritising what needs immediate attention and what can wait. No two days are alike, but that’s what keeps things interesting!

What kinds of tasks do you handle on a weekly basis?

One of the highlights of the week is our "client happiness" meeting, where we come together to review how all our clients are doing, flag any challenges they’re facing, and brainstorm solutions. It’s a really proactive way of making sure we stay ahead of any issues and keep things running smoothly.

I also spend a lot of time each week prioritising tasks, determining what's mission-critical, and figuring out the best way to delegate. There’s always something new popping up, so I make sure to focus on what’s critical and figure out how to manage everything else effectively.

How did you get started as a CSM?

My journey to becoming a CSM wasn’t exactly straightforward. I started out in marketing and recruitment in the tertiary education sector, where I worked closely with students and parents, helping them navigate their future paths. Before that, I spent time in hospitality, working at hotels, resorts, and luxury lodges. Both of those experiences really honed my customer service skills and gave me a strong foundation for building meaningful relationships.

It was my love for working with people and being in fast-paced environments that eventually led me to customer success. It felt like the perfect mix of account management, problem-solving, and relationship-building—everything I enjoyed in my previous roles, but in a new and exciting industry. Transitioning to IT was a new challenge, but my passion for helping people made it a natural fit.

What do you enjoy most about being a CSM?

What I love most about being a CSM is that no two days are ever the same. There’s always something new to learn, whether it’s about emerging technology or a client’s unique challenges. Plus, celebrating client wins and knowing you played a part in helping them achieve their goals is incredibly rewarding.

I also love how quickly the industry evolves—there’s always a new tool or solution to explore, and it’s exciting to be part of a supportive team that’s dedicated to staying ahead of the curve. The flexibility of being able to work from home, in the office, or on the road visiting clients is also a huge perk—it keeps the job dynamic and interesting.

Are there any challenges to being a CSM?

Time management can be a challenge—there are always lots of things to do, and not enough hours in the day! It’s important to have a plan in place, to ensure that I can achieve the outcomes discussed in our meetings. As someone who’s not overly technical, sometimes the jargon can be a bit overwhelming, but I’m constantly learning.

What career growth opportunities are there for CSMs?

The great thing about being a CSM is that the role naturally evolves as the industry does. Even if you don’t get a formal title change, you’re constantly learning and growing—whether it’s through client experiences or exploring new technologies.

There’s a lot of room for internal growth in this field. There are plenty of opportunities for growth and experience, like mentoring new CSMs, or taking on a sub role and becoming a specialist in that area. The industry is always changing, which means there are always new opportunities to stretch yourself and find ways to improve how you support your clients and team.

Why did you choose to work for The I.T. Team?

The I.T. Team’s commitment to strong customer relationships is one of the reasons I love working here. In my role as a CSM, I’m dedicated to helping clients succeed, and it’s rewarding to be part of a company that places a high value on client success.

They also foster personal and professional growth - whether it's mentoring new CSMs or exploring new technologies, I feel there’s always room to expand my skills.

Being part of a supportive, forward-thinking team makes working here incredibly rewarding.

‍

For AJ, joining The I.T. team was a move into a less isolated environment where he’s able to exchange knowledge, experience, and plenty of laughs with his teammates on a daily basis. He started at the company in December 2016 after five years working in-house with Canterbury Museum, where he was the sole IT resource. He says his knowledge of technologies has increased dramatically since starting the role, since the company supports such a range of software and hardware and provides a diverse range of solutions on behalf of clients. AJ has enjoyed the challenges of working within The I.T. Team environment and the fact that every day is different.

A core part of his role as a Primary Engineer is to come up with solutions for his clients and ensure that he is familiar with the full range of technology each client has on site. He says some of the milestones for him in the role to date have included seeing individual clients really flourish in their businesses, thanks in part to the solutions The I.T. Team has implemented for them. “It’s great to see the clients I support really benefiting from the work we do for them. Every time I do the job well and the client’s organisation functions better than it did previously, there is a feeling of personal achievement.” He is excited to see where The I.T. Team will progress in the future, particularly with the rapidly changing world of technology.

Defining exactly what Allan’s role is within The I.T. Team is an interesting way to open a conversation with him. He says technically he’s a “Level 1 Support Technician,” but he is also referred to as “The Gatekeeper” and describes the job as being basically “customer triage.” In a nutshell, he is the first port of call for client phone calls and emails to The I.T. Team’s support number (and email address). “I handle all incoming customer issues, work out the most likely cause, and then direct it to the person on the team who has availability and the skill set required to address the issue.” “The benefits are really that I have an overview of what the whole team is working on and can give priority to each task based on the urgency of the issue and the level of complexity, as well as juggling existing work already in the system.” Being the Gatekeeper requires a fairly unflappable disposition, and Allan brings many years of customer service experience to the role, including five years providing after-hours support to business clients with former Telecom subsidiary Geni. Allan says working in a business that is rapidly growing from a small to medium-sized company is the perfect situation. He really enjoys the nimbler nature of The I.T. Team compared to the big corporate structure, along with the fact that the management team is open to ideas and feedback from members of the team who are dealing with customers every day.

Nick began his journey on our Service Desk, quickly making a name for himself through his passion and dedication to technology and our customers. His early experience provided a solid foundation for his progression to a Primary Engineer. Now, Nick is also the senior technical member of our Security Operations Centre (SOC), where he plays a crucial role in assessing complex cybersecurity activities. Outside the office, Nick enjoys spending quality time with his three young children, indulging in IT tinkering, and relaxing through swimming.