Subject: Martin Zilberman

Position: Client Success Manager at Hatch

What is a Client Success Manager?

Someone who manages the success of a client.

I guess smart questions get smart answers… for real, how do you manage a client’s success?

Clients are people. Like people, every client is different. Also like people, every single client wants the same thing: to be happy, to access more value, and to make a greater impact on society. My job is to help them get to that place by understanding their specific needs. And the needs of the organization they represent.

How do you do that?

With two great gifts that live on the right and left sides of my head. 

You mean your ears?

My, you are a sharp sir. My job, simply put, is to listen. I listen to a client’s challenges, to their aspirations, to what they say and also what they don’t. Listening is more than hearing. Hearing is tonal. Listening is comprehensive, empathizing with the client and understanding exactly what will make them happy and successful.

Do you ever tell your client’s no?

Of course. If something is bad for my client, it would be negligent on my part to give it to them. If, for instance, a client needs to get from North America to Asia ASAP flying first class, I will tell them, “No! Absolutely not! You need a Gulfstream G800!”

What keeps Martin Zilberman up at night?

I stay up at night thinking of ways to make my clients happy.

What makes Martin Zilberman happy?

This interview. Especially the fact that it’s coming to a close.