customer success manager
also referred to as: csm · csms · customer success managers
4 statements across 3 episodes · 2 bullish · 0 bearish · 3 people on the record · first statement Jul 10, 2024 by Ara Mahdessian · across every show →
Everything said about customer success manager, oldest first
Jul 10, 2024 neutral
Mahdessian: Product quality drives customer success more than CSMs
“The customer success, by the way, doesn't happen just from customer success teams. There's only so much a customer success manager can do. If the product isn't good enough, like how many workarounds is a CSM going to advise each customer on if the product does…”
Oct 23, 2024 positive
Glean gives spot bonuses to CSMs for multi-million dollar expansions
“Actually, we did that at Glean, but we haven't systematically done it. So, for example, you know, the companies that did these multi-million dollar expansions, we actually strategically gave a large spot bonus to the CSM that was on that because we wanted to r…”
Oct 23, 2024 positive
Dec 20, 2024
Plank: Customer success managers cannot be turned into quota-carrying sales reps
“A sales DNA at the core is just, you can get those people to have like empathy for the customer and like understand and care about making them successful, but I don't think you can take a CSM and make them, you know, like a quota carrying rep.”