November 26, 2024

We're grateful for CSMs! With Tyler Rogers, Sr CSM @BrainStorm

27 minutes

Happy Thanksgiving week!

Host Todd Kirk and guest Tyler Rogers express gratitude for the often-overlooked role of CSMs, who bridge the gap between product and customer needs, manage renewals, and enhance the customer journey.

Tyler shares insights from his 15 years of experience as a CSM, emphasizing the balance of relationship management and expertise required to succeed in this role.

Takeaways

Customer success is about building strong relationships.

CSMs must balance empathy with product advocacy.

Renewals are crucial for long-term customer retention.

Effective CSMs are organized and proactive.

The customer journey involves multiple touchpoints.

CSMs play a key role in onboarding and support.

Gratitude can enhance workplace relationships.

CSMs need to be both scientists and artists.

Transforming customers into champions is vital.

A fulfilling CSM role contributes to a better world.

Contents

00:00 Introduction and Gratitude for Customer Success

09:43 Navigating Paperwork and Renewals

16:05 The Customer Journey and CSM's Role

21:12 Transforming Customers into Champions

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

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