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Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline.
Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers.
Let’s get started with this week’s post!
Companies get so caught up in their product & industry jargon. Leveraging free/lost cost products like https://app.readable.io/text/ reminds a company to write & speak in the customer's language. Your customers don't care about your KPIs. They care about how your product is reducing their company challenges and helping them succeed. Using everyday language that resonates with their needs and business has been incredibly powerful when working with my clients as they scale out their customer offerings.
Failure humbles you. It is a terrible feeling in the moment. It can either break you or empower you. I choose the high road. Don't bash others, don't talk about their pitfalls. Be thankful having the opportunity to learn and be part of the journey.
Being a partner in success is the best feeling. Knowing you were part of reaching new heights, new goals, creating new opportunities for others is what leadership is about. Being a customer success manager means being a customer leader...now that is fulfilling.
Stay humble, patient, be curious and learn how to ask open ended questions. These candid conversations are about the product and how you can work together toward mutual success. It isn't about you or the person on the other end. It is about delivering value and building relationships.
When you build out a process, implement a strategy, or take any step that will have company-wide implications, ask yourself why you are you initiating these steps from the customer's perspective first and then how it will impact your business.
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Here are other customer success resources:
Customer Success eBooks:
Customer Success as a Culture: Customer Success Leaders Edition
Ultimate Guide to SaaS Customer Success Metrics
Other CSM from the Trenches Posts:
Sam Feil, ClientSuccess – 11 Books Frontline Customer Success Managers Should Read Right Now
Cole Sanders, ClientSuccess – 3 Principles I Learned in My First Year as a CSM
Mieke Maes, Intuo – 5 Keys to an Effective Customer Apology
Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.
