In this episode Todd Kirk and Casey Trujillo bring on Noah Little, an experienced Customer Success Manager coach, who shares his journey and insights into the evolving role of CSMs. Noah discusses the importance of focusing on revenue generation rather than just relationship management, introducing his Revenue Impact Framework. He emphasizes the need for CSMs to adapt to changing market conditions and to be proactive in retaining customers.

Takeaways

Noah has helped 113 CSMs find new jobs globally.

Success in job hunting requires persistence and effort.

CSMs must focus on revenue retention and growth.

The role of CSM is evolving towards revenue generation.

Building relationships is important, but not sufficient.

CSMs need to be product experts to provide value.

Negotiation skills are essential for modern CSMs.

Work ethic is crucial for success in the CSM role.

Transparency in communication builds trust with customers.

Taking ownership of mistakes is essential for CSMs.

Identifying untapped potential in customers can drive growth.

Prioritizing company interests while supporting customers is key.

Contents

00:00 Introduction

01:55 Noah's Journey in Customer Success Management

05:49 The Revenue Impact Framework Explained

10:21 Shifting Mindsets: From Relationship Management to Revenue Focus

17:09 The Evolving Role of CSMs in Today's Market

24:10 The Future of CSM Services and Value Proposition

25:32 The Role of Customer Success Managers (CSMs)

28:38 Essential Skills for CSMs

29:08 Work Ethic and Transparency in CSMs

34:03 Taking Ownership and Accountability

41:38 Identifying Untapped Potential in Customers

46:51 Mindfulness and Clarity for CSMs

Resources

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Credits

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Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred