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In this podcast episode, Guy Galon, provides valuable insights for those building their customer success team. He introduces the 𝐌𝐮𝐥𝐭𝐢-𝐟𝐚𝐜𝐞𝐭𝐞𝐝 𝐂𝐒𝐌 model, which outlines essential skills that CSMs should possess, such as:

• solid customer-facing experience
• Proactiveness
• effective communication skills
• empathy
• and the desire to make customers successful. 

Additionally, he identifies four CSM profiles based on experience and characteristics required for his team: 

• The "𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐫," 
• The "𝐃𝐚𝐭𝐚 𝐚𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬" 
• The "𝐃𝐨𝐦𝐚𝐢𝐧 𝐞𝐱𝐩𝐞𝐫𝐭/𝐓𝐫𝐮𝐬𝐭𝐞𝐝 𝐀𝐝𝐯𝐢𝐬𝐨𝐫," and 
• The "𝐍𝐞𝐠𝐨𝐭𝐢𝐚𝐭𝐨𝐫"

By listening to this episode, you will learn about the entire framework and gain insights into questions to ask when hiring each of the CSM profiles introduced in this model. Guy provides helpful tips on creating different customer success manager profiles, making the CSM hiring process more efficient and effective, and finding the right people for your team from traditional places.
If you are building a customer success team, this episode is a must-listen to improve your capacity planning and hiring process.

Listen to the full episode now!

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Additional Resources:

📑 Blog: The Multi-Faceted CSM
https://bit.ly/3tubfp6

📑 Blog: What is a Customer Success Manager?
https://bit.ly/3t1YnGg

📑 Blog: 3 Interview Tips for Hiring Customer Success Managers
https://bit.ly/3M1QpDQ

🎥 Video: Steps in hiring the right customer success managers
https://bit.ly/38SJLSV

🎥 Video: Recent trends in HIRING Customer Success Managers (CSM's)
https://bit.ly/38Xb9Px

⏬ Infographic: Four Key CSM Role Profiles you want to hire for!
https://bit.ly/4bUoxjc

⏬ Download the Guide: Multi-faceted CSM Model
https://bit.ly/432k5e1

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