Between the Brackets: Abe Alvarez, Customer Success Manager

Welcome back to another edition of Between the Brackets [ ] where you get to know the spectacular individuals behind the best B2B SaaS websites on the web. 🚀

Today, we are featuring a Webstacker known for going above and beyond to ensure every client achieves their desires outcomes with Webstacks. Say hello to Abe Alvarez!

About Abe

Excited to finally have you on Between the Brackets! Tell us about yourself.

Hi there! 👋 I’m originally from Santa Cruz, CA, and I’ve been calling San Diego home for over a decade. I love to golf, travel, snowboard, and backpack when I’m not helping Webstacks clients. I also enjoy spending time with family and beach days with my girlfriend, Megan, blocks from our apartment in Ocean Beach.

What is your role here at Webstacks?

I’m a Customer Success Manager and I work closely with our Head of Growth, Jesse Schor. The role of a Customer Success Manager is centered around ensuring that customers achieve their desired outcomes and have a positive experience with the company's products or services. I act as a bridge between the customer and the company, working to maximize the value that customers derive from their relationship with Webstacks.

Word on the street is you’re obsessed with golf. Are you more into competitive rounds or relaxed, leisurely games of golf? How did you get started in the world of golf?

Correct! My Dad got me into the game at a young age but I didn’t start playing consistently until my early 20s. I’d say my rounds lean more towards the leisure category. My friends and I like to bet, so I usually come off the course with a few bucks in my pocket. I highly recommend getting your city card if you are a San Diego resident and playing Torrey Pines at a discounted rate! 

Alright sports fanatic, What's the most thrilling sports event you've ever attended in person?

I’m a lifelong Raider fan. I went on vacation to London in 2019 with my older brother, parents, and girlfriend. During our trip, the Raiders were playing an international game against the Chicago Bears at the new Tottenham Hotspurs stadium. We made a game time decision to buy tickets and attend the game. It was an absolute blast and the Raiders won late in the game! It was well worth the ticket price - check out the highlights. 😎

Customer Success Management at Webstacks

Give us an inside look on your day-to-day.

A typical day for me involves starting with email/Slack check-ins and task prioritization. Throughout the day, I manage client meetings, addressing inquiries, aiding in onboarding, and actioning feedback. I collaborate internally to ensure a positive customer experience, spot upsell and renewal opportunities, and proactively engage at-risk clients. I document all interactions and maintain our CRM to ensure we are forecasting properly.

What do you enjoy the most about your role at Webstacks?

The best part about my job is the people I work with daily. The folks at Webstacks truly go above and beyond for each other. I am the sole CSM on the team and it can be challenging at times, but everyone at the company is willing to help. I enjoy finding successful outcomes in tough situations. Lastly, I enjoy learning new things about the web design space - the possibilities are endless!

What do you think is one of the most underrated skills to have as a Customer Success Manager?

Empathy is key, more specifically, customer advocacy. CSMs serve as advocates for customers within the company. They relay customer feedback, needs, and suggestions to relevant departments, such as design or development, to improve the overall customer experience.

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The Wrap-Up

Any advice for candidates who may be interested in your role today?

Customer Success is slightly different at an agency because a traditional CSM focuses on the relationship between a SaaS product and client. Customer Success at Webstacks is unique because we balance the relationship between our clients and the internal team. It is important to understand what marketing leaders are focused on and how their website interacts with their SaaS product & growth plan. I’d recommend diving into how modern B2B tech websites are built and Webstacks differentiators for anyone interested in this type of role.

Join the Webstacks Family

Hope you've enjoy meeting another amazing Webstacker here on Between the Brackets! If you're interested in joining our team, check out the Webstacks Careers page to see our open positions!