CSM from the Trenches - A Community for Frontline Customer Success Managers
CSM from the Trenches is a community for frontline customer success managers to share best practices, guest blog posts, and shout-outs. Here's how to join.
TL;DR
- CSM from the Trenches is a blog series turned community that shares customer success knowledge from the bottom up — written by frontline CSMs rather than only executives and leadership.
- CSMs can participate by submitting mentor questions, contributing guest blog posts, giving CSM shout-outs, and joining the CSM from the Trenches LinkedIn group.
- The series began in November 2015 to give like-minded customer success managers a place to learn from one another.
In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. This series was birthed from the idea that most content in the Customer Success space comes from the Top - Down (CS Executives + other leadership), but I hadn't really seen a place where like-minded Customer Success Managers (CSMs) could learn from one another. So I decided to start writing from my own experience as a frontline CSM, or someone who is actively fulfilling a customer-facing role.
Since then - and just in my personal LinkedIn network - these articles have gathered thousands of views, 600+ clicks, and 100+ likes. Across the web, these articles have also been shared via ClientSuccess’ blog as well as on 3rd party sites that promote Customer Success best practices (more times than I’m probably aware of).
The thing that gets me most excited about CSM from the Trenches is that it's started a conversation from a different perspective (Bottom - Up) to help our industry understand what it's really like to be on the CSM frontline.
CSM from the Trenches - A Community for Frontline Customer Success Managers
I’m proud to announce today that my long-term vision of CSM from the Trenches is now becoming a reality as we set out to celebrate the frontline CSM. I’m also excited to invite all CSMs from around the world to participate. You can become involved in two ways:
- Mentor Questions: Share your practical advice / better practices with the frontline CSM community. Example - here.
- Guest blog posts: Have a frontline CSM best practice you’d like to share? I want to hear from you! This is a great way to share your unique perspective and thought-leadership. Example – here.
- Identify a best practice or innovation
- Write your blog post explaining the best practice or innovation (can be as short or as long as you’d like)
- Send post and contact information to csmtrenches@clientsuccess.com
- We’ll review and get it scheduled (we’re looking for weekly posts)
- CSM shout-outs: Do you know a CSM who goes above and beyond the call of duty? Have a team member you’d like to give a special shout-out? This is what CSM from the Trenches is all about - celebrating the frontline CSM. Example – here.
- Put together a quick shout-out for your frontline CSM
- How and why this individual is delivering customer success from the the frontline
- Send shout-out and contact information to csmtrenches@clientsuccess.com
- We’ll review and get it scheduled (again, we’re looking for weekly posts)
- CSM from the Trenches LinkedIn Group: Share articles, trends, and best practices you come across with other like-minded professionals. Join in conversation to help each other become better CSMs. Join here.
I look forward to building this community with you! In case you’re curious or new to CSM from the Trenches, here are some of my favorite* *posts (in no particular order).
Mieke Maes, Intuo – 5 Keys to an Effective Customer Apology
Priscilla Zorrilla, 15Five – Asking the Right Questions to Challenge Customers
4 Segmentation Strategies for Frontline CSMs
Why Product Usage Isn’t Always King & 3 Lessons Worth Learning Early
2 Techniques to Avoid the ‘Overpromise and Underdeliver’ Temptation
Frequently Asked Questions
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