Customer Success Manager

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5 Common Customer Success Manager Mistakes

Been there, Done that! 5 Customer Success Mistakes We’d Like to Help You Avoid When we say “mistakes” we mean this empathetically. We are commiserating with our customers (CSMs) because we are Customer Success Managers ourselves, and have stepped in our own piles of “mistakes”. This list is simply a way to help others avoid the pitfalls we have experienced in building and shaping our own Customer Success team, and in helping our customers do [...]

By | 2018-03-12T18:52:36+00:00 May 31st, 2017|Customer Success Manager|0 Comments

Why Football is the Favorite Sport of Customer Success Managers

In a very unofficial poll (or maybe just through our Monday morning talks with Customer Success Managers we work with), we’ve come to realize that “most” Customer Success Managers are avid football fans (whether it’s professional, collegiate, or their own kids’ peewee league). Nary a Monday morning customer call  (during football season) doesn’t involve a passionate acclamation of victory, play analysis, bold assertion about bad calls, or disappointments in injuries. Our CSM customers aren’t just [...]

By | 2018-03-12T18:56:54+00:00 May 17th, 2017|Customer Success Manager|0 Comments

A Mantra-a-Day for Customer Success Managers

5 things a CSM can say to themselves to keep them focused and motivated A mantra is one of those things you say to yourself to keep you focused in meditation. In Customer Success things can get pretty stressful, making it easy to lose focus. A CSM typically has multiple balls in the air and can easily become overwhelmed and distracted, so we thought it might be helpful to have a few mantras a CSM [...]

By | 2018-03-12T19:01:24+00:00 April 19th, 2017|Customer Success Manager|0 Comments

#CustomerSuccessLooksLike… A Unicorn

You’ve seen job postings for a Customer Success Manager: “Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of people who are adopting our product and we would love your [...]

By | 2018-06-22T10:01:37+00:00 October 31st, 2016|Customer Success Manager|0 Comments

3 Challenges of Hiring for Customer Success Roles

As the need for the Customer Success Manager (CSM) role increases, more companies are digging into best practices when filling this role. This is a process that does have some challenges; however, I feel these are good steps to help ensure you put the right person in place. The challenges: Confidently knowing what qualities & skills you need: The “who” or what skill set is perhaps the most volatile area within Customer Success Managers. I believe [...]

By | 2017-04-18T18:43:17+00:00 September 1st, 2016|Customer Success Manager|0 Comments