Summary

In this episode of the podcast, host Prash engages with JP, a Customer Success Manager at Posit, to discuss various aspects of customer success management. They explore the unique culture at Posit, the structure of customer success teams, and the importance of collaboration with sales. JP shares insights on prioritizing customer accounts, tracking interactions, and the skills necessary for effective customer success. The conversation also delves into best practices for preparing for customer calls, daily habits of a CSM, and learning from failures in the role.

Takeaways

Summary

In this episode of the It All Depends podcast, host Prash speaks with Nabeeda Bakali-Abrar, a Customer Success Manager at LinkedIn. They discuss the intricacies of customer success management, including the importance of prioritization, effective communication, and the art of storytelling. Nabeeda shares her experiences in managing customer relationships, collaborating with sales teams, and the challenges of saying no. The conversation emphasizes the need for balance in the demanding role of a CSM and the importance of learning from failures.

Takeaways

Chapters

00:00 Introduction and Overview of LinkedIn

02:50 Team Setup and Role of CSMs

05:31 Prioritization and Time Management

08:28 Setting Boundaries and Saying No

16:45 The Power of Storytelling in Customer Success

19:09 Building Strong Relationships with Account Directors

20:02 Effective Collaboration with Sales

23:23 The Importance of Early Communication in Renewals

26:05 Learning from Failure: Not Foreseeing a Renewal Issue

32:13 Finding Balance in the Role of a Customer Success Manager

33:32 Podcast Video Intro YT.mp4

Summary

In this episode of the It All Depends podcast, host Prash speaks with Sam Kraus, a Customer Success Manager at Quantiv. They discuss the intricacies of customer success management, including the responsibilities of a CSM, the importance of prioritization, essential skills like diplomacy, and strategies for handling difficult conversations. Sam shares insights on daily habits, effective note-taking, and the significance of collaboration with account executives. The conversation also touches on learning from failures and the importance of formalizing processes within customer success teams.

Takeaways

Chapters

00:00 Introduction

01:12 About Quantiv and the OKR methodology

04:24 Collaboration with Account Executives

05:19 Number of customers and onboarding

07:44 Prioritization and the 80/20 rule

09:11 Diplomacy as a skill in customer success

11:20 Skills for success as a CSM

13:50 Approaching difficult conversations

15:48 Daily habits and calendar management

21:45 Working with Account Executives

30:15 Learning from failures

33:40 Recommendation for next guest

35:37 Closing remarks

35:37 Podcast Video Intro YT.mp4

Summary

In this episode of the All Depends podcast, host Prash interviews Stino, the head of Customer Success at Wale. They discuss Stino's journey in customer success, the structure of customer success at Wale, and the importance of prioritizing high-impact actions. Stino shares insights on essential skills for CSMs, his daily habits, and the collaboration between customer success and sales. They also touch on the importance of learning from failures and Stino's upcoming projects.

Takeaways

Chapters

00:00 Introduction and Background

02:33 Company Setup and Responsibilities

08:12 Prioritizing High Impact Actions

14:36 Key Skills for CSMs

25:29 Partnering with Sales for Growth Opportunities

27:56 Learning from Failed Strategies

32:24 Upcoming Projects and Recommendations

35:26 Podcast Video Intro YT.mp4

Summary

Noah Little, a successful CSM, shares insights on customer success management. He discusses the setup of customer success at Recharge Payments and his role in managing strategic accounts. Noah emphasizes the importance of proactive engagement and having a CEO mindset for your book of business. He highlights the need for a joint success plan that aligns with the customer's goals and business needs. Noah also emphasizes the importance of grit in handling the roller coaster of emotions and challenges that come with being a CSM. He encourages finding the good in difficult situations and learning from them. Noah emphasizes the power of writing things down and using a calendar to stay organized and execute tasks effectively. Noah Little emphasizes the importance of using tools like Google Calendar and Notion to stay organized and keep track of tasks and client progress. He also highlights the value of active listening during customer calls and taking handwritten notes to ensure understanding and engagement. Noah stresses the significance of taking care of one's health and well-being, including regular exercise and quality sleep. He emphasizes the importance of building strong partnerships with sales teams to achieve mutual success and maximize customer value. Noah shares a personal experience of a customer leaving due to finding a competitor with better features and pricing, highlighting the need to continuously provide value and nurture customer relationships. He also discusses the importance of creating exceptional customer experiences and applying lessons from real-world experiences to improve customer success strategies.

Keywords

customer success management, proactive engagement, CEO mindset, joint success plan, grit, challenges, organization, organization, tools, Google Calendar, Notion, active listening, handwritten notes, health, well-being, exercise, sleep, partnerships, sales, customer relationships, customer experiences

Takeaways

Customer success managers should have a proactive engagement approach and view themselves as the CEO of their book of business.

A joint success plan that aligns with the customer's goals and business needs is crucial for success.

Grit is an essential quality for CSMs to handle the challenges and roller coaster of emotions in the role.

Finding the good in difficult situations and learning from them is important for personal and professional growth.

Writing things down and using a calendar can help stay organized and effectively execute tasks. Use tools like Google Calendar and Notion to stay organized and track tasks and client progress.

Practice active listening during customer calls and take handwritten notes to ensure understanding and engagement.

Prioritize health and well-being by exercising regularly and getting quality sleep.

Build strong partnerships with sales teams to achieve mutual success and maximize customer value.

Continuously provide value and nurture customer relationships to prevent churn.

Create exceptional customer experiences by applying lessons from real-world experiences.

Chapters

00:00 Introduction and Background

01:28 Customer Success Setup at Recharge

03:17 Prioritizing Customer Calls

04:39 The 80-20 Rule in Customer Success

08:26 Creating an Agenda for Customer Calls

10:14 Using Joint Success Plans

12:57 Skills for Success as a CSM

15:45 The Importance of Grit in Customer Success

19:42 Organization Tools

23:36 Personal Habits

26:44 Collaboration with Sales

31:52 Learning from Failure

36:12 Guest Recommendation

Noah's LinkedIn: https://www.linkedin.com/in/noah-little/

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

Summary

Diego shares his customer success journey, including his experiences in different industries and the lessons he learned along the way. He emphasizes the importance of account planning, success planning, building relationships, and researching as key priorities for a CSM. Diego also discusses the collaboration between CSMs and sales reps, highlighting the need for alignment and speaking the same language. He shares his personal habits, such as practicing Japanese and reading, and provides insights into effective time management and delegation. Diego concludes by recommending Jim Smits as the next guest for the podcast.

Keywords

customer success, journey, account planning, success planning, building relationships, researching, collaboration, sales, habits, time management, delegation

Takeaways

Account planning and success planning are crucial for prioritizing and managing customer relationships as a CSM.

Building strong relationships, both internally and externally, is essential for success in customer success management.

Researching and staying curious are key skills for CSMs to stay informed and provide value to customers.

Effective time management, delegation, and speaking the same language as sales reps are important for collaboration and achieving goals.

Personal habits, such as practicing a language and reading, can contribute to personal and professional growth as a CSM.

Chapters

00:00 Introduction and Guest Introduction

01:14 Guest's Customer Success Experience

04:41 Identifying a Bad Fit in a Role

06:56 Prioritizing as a Customer Success Manager

07:56 Using Pareto's Principle for Prioritization

08:49 Account Planning and Success Planning

10:09 Building Relationships with Customers and Internal Stakeholders

11:03 The Importance of Research in Customer Success

16:15 Key Skills for Customer Success Managers

24:13 Collaboration between CSMs and Sales

28:04 Personal and Professional Habits

33:37 Learning from Failure

36:46 Recommendation for Next Guest

37:59 Conclusion and Resource Recommendation

39:29 Podcast Video Intro YT.mp4

Diego's LinkedIn: https://www.linkedin.com/in/dtjenatak/

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

Summary

In this episode, Prash interviews Mohammed Alqaq, a customer success manager with extensive experience in the software industry. Mohammed works for a SaaS company specializing in data analytics for the industrial sector. He shares insights into the unique setup of his customer success organization, which involves early-stage onboarding and pre-contract engagement. Mohammed emphasizes the importance of clear communication and good planning in his role. He also discusses the flexibility he gives customers in determining the cadence of their interactions. Mohammed's approach to customer success focuses on delivering quantifiable value and building strong relationships with customers. In this conversation, Mohammed Alqaq shares his insights on the skills and habits that contribute to his success as a Customer Success Manager (CSM). He emphasizes the importance of communication, active listening, and planning in building strong customer relationships. Mohammed also highlights the value of teamwork and collaboration with sales and other departments. He cautions against making assumptions and stresses the need for clear documentation and communication with customers. Mohammed shares his daily habits, including staying busy and constantly learning. He also announces his plans to host the first customer success meetup in Jordan and expand it to other countries in the Middle East.

Takeaways

Customer success in the software industry involves early-stage onboarding and pre-contract engagement.

Clear communication and good planning are essential for successful customer success management.

Flexibility in determining the cadence of customer interactions can enhance customer engagement.

Delivering quantifiable value is crucial for customer success and renewals.

Building strong relationships with customers is key to long-term success. Effective communication, active listening, and planning are crucial skills for a successful CSM.

Collaboration and teamwork with sales and other departments can lead to better customer outcomes.

Avoid making assumptions and ensure clear documentation and communication with customers.

Staying busy and constantly learning are important habits for personal and professional growth.

Mohammed Alqaq plans to host the first customer success meetup in Jordan and expand it to other countries in the Middle East.

Chapters

00:00 Introduction and Background

01:55 The Setup of Customer Success in the Software Industry

03:10 Passion for Data and Early-Stage Onboarding

07:20 Renewals as Events, Not Tasks

13:27 The Importance of Clear Communication and Good Planning

21:10 Delivering Quantifiable Value for Customer Success and Renewals

22:00 Building Strong Relationships with Customers

22:26 The Key Skills for Success as a CSM

25:01 The Power of Collaboration

27:32 Avoiding Assumptions

31:45 Habits for Success

38:42 Announcing the First Customer Success Meetup

Alqaq's LinkedIn: https://www.linkedin.com/in/mohammedalqaq/

CSME on LinkedIn: https://www.linkedin.com/company/customer-success-middle-east/

Customer Success Middle East (CSME): https://customer-success.me/

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

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

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/

Summary

Join us for an engaging conversation with Jack Hilbrich from Drift as we explore the world of CSMing. Jack shares his proactive strategies for building trust and credibility, emphasizing the role of data-driven decision-making and cross-functional collaboration.

Discover the importance of empathy and quick rapport-building in CSM, and how Jack maintains a balance between professionalism and an informal, enjoyable approach. Whether you're new to CSM or a seasoned professional, this episode offers valuable insights and actionable strategies to elevate your success as a Customer Success Manager.

Check out Jack's LinkedIn

Check out Prash's LinkedIn