Berner: CSMs fail when unable to balance customer pain with business interests
Stephanie Berner · A customer success masterclass | How to build and scale a CS org | Stephanie Berner (LinkedIn) · Feb 1, 2024 · at 16:24
Stephanie Berner (Global Head of Customer Success at LinkedIn Sales Solutions) discusses core failure modes among early customer success hires.
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“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 their issues into the organization, helping them get solved. But sometimes people can get overwhelmed with the volume or they can get really frustrated when we can't solve the customer's problem immediately. That ends up being a problem because they can't balance multiple interests at one time, and they end up with, like sort of a heavy heart, almost.”
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