SaaS Therapy

Spooky insights: What we learned from surveying CSMs

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Happy Halloween week!

Todd Kirk and Casey Trujillo discuss spooky insights from a live survey conducted at the ZERO-IN 2024 conference, focusing on the evolving role of Customer Success Managers (CSMs). Learn how CSMs define their roles, the challenges they face in managing multiple accounts, and the effectiveness of training methods.

It's clear from the survey results that there's a disconnect between CSMs' perceptions of their roles and the actual needs for driving customer renewals, emphasizing the importance of better customer education and data-driven approaches.

Takeaways

  • Customer success is a growing field with evolving roles.
  • Many CSMs see themselves primarily as relationship managers.
  • Over 50% of CSMs manage 50 or more accounts, complicating relationship building.
  • Training time is often prioritized over relationship management.
  • There is a significant gap in measuring the effectiveness of training.
  • 63% of CSMs struggle to find time to complete their tasks.
  • Aligning customer needs with company goals is a major challenge.
  • Providing better customer education is seen as crucial for renewals.
  • The majority of CSMs rely heavily on instructor-led training.
  • A digital experience is preferred for customer education.

    • Contents

    • 00:00 Introduction to Customer Success Insights
    • 02:13 Survey Results: Defining Customer Success Roles
    • 05:37 Managing Customer Accounts: The Relationship Dilemma
    • 09:37 Training Time vs. Relationship Building
    • 11:20 Effectiveness of Training Methods
    • 15:43 Challenges in Customer Success Management
    • 18:53 Focusing on Key Aspects for Renewals
    • 26:19 The Need for Better Customer Education

      • Resources

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