Michael Ferry Ccsm, Cxp
About Michael Ferry Ccsm, Cxp
Michael Ferry is a Sr. Customer Success Manager at Matterport with extensive experience in customer success management, having worked with both SMBs and Enterprise accounts.
Title and Current Role
Michael Ferry currently holds the title of Sr Customer Success Manager at Matterport. In this role, he focuses on leveraging customer insights to drive success and ensure clients receive maximum value from Matterport's products and services.
Professional Experience
Ferry has a wealth of experience in customer success, having worked in various roles over the years. He was previously a Strategic Customer Success Manager at Success Chain from 2023 to 2024 and a Sr. Customer Success Manager at New Relic, Inc. from 2022 to 2023. His earlier roles include Sr. Strategic Customer Success Manager at Success Chain from 2019 to 2022, Director of Customer Success at Norton Shopping Guarantee from 2018 to 2019, and Sr. Customer Success Manager - Team Training Lead at RainKing Solutions from 2015 to 2017. He also has experience in sales consulting, training, and mortgage banking.
Education and Certifications
Ferry holds a Master’s degree in Internet Marketing from the University of San Francisco and a Bachelor's degree in Information Technology with a focus on Rich Media, Interactive UX, and Multi-Media from Colorado Technical University. Additionally, he has a Professional Certification in Customer Results Principles and Strategies from ChurnRX.
Approach to Customer Success
Ferry advocates using scoring and result metrics to drive customer change and improvements, rather than relying on reactive activities. He believes that the key to success for a Customer Success Manager lies in motivating customers to take actions that lead to measurable results. Mastering the psychology of motivation and gamification to incentivize customer actions is a key component of his strategy.
Industry Impact and Philosophy
Ferry emphasizes the importance of identifying disconnects between a product’s capabilities and customers' achievement of results. His approach involves reverse engineering a success plan starting with a 'north star' objective. He aims to inspire people to overcome their fear of change, both in their work and personal lives, encouraging them to pursue a life filled with possibilities and measurable achievements.