a starting point
The height of sophistication is simplicity.
generalist csms don't scale
When should you pivot from generalist to specialist customer success roles.
the challenger csm
more personal trainers, fewer bartenders.
#1 cs exec skill
Leading with influence.
cs essentialism
80% of CSM activities don't impact a customer’s decision to renew.
specialize to scale
6 areas to specialize in customer success.
Customer success role specialization
How do you train CSMs to be good at upgrades, renewals, thought-leadership,
Scaling customer success
You might not need additional customer success managers.
Instead, what you need
Customer success is consulting
Is customer success part of sales or support?
Neither..
CSMs have to build relationships, identify customer goals and map out how their services and products will help support them.It's a consulting motion.Behind the CSM, we need solid customer support and