It all depends

Ep #6 | Putting Customers First: The Customer-Centric CSM

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Summary


In this episode, Prash interviews Julie, a customer success manager at Dooly, a sales productivity tool. They discuss various aspects of the customer success role, including onboarding, contract renewals, and call cadence. Julie emphasizes the importance of prioritization, clear communication, and customer-centricity in her role. She also highlights the skills of prepping for calls, multi-threading in accounts, and reflecting on performance. Overall, the conversation provides valuable insights into the tactical and actionable strategies for customer success. In this conversation, Julie and Prash discuss habits and routines for success as a customer success manager (CSM). Julie shares her morning routine, which includes working out, eating a solid breakfast, and engaging in activities like reading, journaling, and prayer. She also emphasizes the importance of taking breaks and going for walks throughout the day to recharge. Prash shares his own habits, such as working out with kettlebells and starting his day with coffee. They also discuss the importance of building relationships with the sales team and the best practices for collaboration between CSMs and sales reps. Julie and Prash reflect on their own failures and learning experiences, highlighting the importance of a growth mindset and continuous improvement. They end the conversation by sharing their recommendations for CSMs to connect with and learn from others in the industry.


Takeaways


  • Prioritization is crucial in the customer success role to avoid being pulled in multiple directions.
  • Clear communication, including framing emails with easily digestible information, is essential for effective customer engagement.
  • Prepping for calls in advance, including gathering relevant information and formulating key questions, sets the stage for successful customer interactions.
  • Multi-threading in accounts, involving key stakeholders early on, helps build relationships and ensures alignment throughout the customer journey.
  • Reflecting on performance and seeking feedback from managers can lead to continuous improvement in the customer success role. Establishing a morning routine that includes exercise, a nutritious breakfast, and activities like reading and journaling can set the tone for a successful day as a CSM.
  • Taking breaks and going for walks throughout the day can help recharge and prevent burnout.
  • Building relationships with the sales team is crucial for effective collaboration and understanding customer needs and pain points.
  • Learning from failures and adopting a growth mindset is essential for continuous improvement as a CSM.
  • Connecting with and learning from other CSMs in the industry can provide valuable insights and support.


    • Chapters


    00:00 Introduction and Company Overview

    08:13 Prioritization and 20% Input for 80% Output

    14:15 Preparation for Calls and Effective Email Formatting

    31:47 Building Relationships with Sales Teams

    42:52 Improving Communication on Slack


    Julie's LinkedIn: https://www.linkedin.com/in/julieraeder/

    Prash's LinkedIn: https://www.linkedin.com/in/prashanthjothi/

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