Customer Success Manager
also referred to as: csm · csms · customer success managers
8 statements across 1 episodes · 1 bullish · 1 bearish · 1 people on the record · first statement Feb 1, 2024 by Stephanie Berner · across every show →
Everything said about Customer Success Manager, oldest first
Feb 1, 2024 neutral
Berner: Customer empathy and commercial mindsets are rarely found together in CSMs
“A very strong commercial mindset, which is hard to find in people who also have some of these other skills around customer curiosity, deep Customer empathy, bias for action, where people who like to help customers build their programs alongside our software, s…”
Feb 1, 2024 neutral
Berner: Snowflake ships its customer success motion to the sales team
“Sometimes even in those cases, you don't really need a lot from a CSM, like a success motion, and sometimes that success motion gets, gets shipped over to the sales team. Sometimes I've seen that happen, and sometimes that works, like that's how Snowflake does…”
Feb 1, 2024 negative
Berner: CSMs fail when unable to balance customer pain with business interests
“The second is People who have a hard time balancing customer interest with business interest, who get really bogged down in the volume or the pain that's coming in from customers. And one of the big roles that the customer facing teams play is funneling all th…”
Feb 1, 2024
Feb 1, 2024 positive
Berner: Startups Should Hire IC Customer Success Managers Before Managers
“I am biased toward hiring ICs first. Ideally, you can find somebody who either has been a manager before, or has aspirations to be a manager, or, you know, if you can assess for leadership qualities in your early interview processes, somebody who has the poten…”
Feb 1, 2024
Berner: Early CSM interview loops should include founders, product heads, and GTM leaders
“I think you need at least one of the founders on the loop. I think you need the head of product and or the head of engineering, and you need somebody from a go-to-market function. And I'm assuming that all of these are filled. I bias in the early days, if we'r…”
Feb 1, 2024
Berner: Dedicated implementation specialists outperform generalist CSMs on onboarding
“The problem with that is CSM Brett does an implementation and onboarding process once, maybe twice a year. Because that's how many net new customers you get in your portfolio. Versus if you have a group of implementation specialists, they do it all day, every …”
Feb 1, 2024
Berner: Early CS hires must communicate exceptionally to drive product feedback loops
“The second thing you need in those early days is you need people who communicate exceptionally well because they're the ones who are going to be your feedback loop to product, engineering, and even leadership to help you understand what is it that you need to …”