Customer Success Managers Must Not Let Customer Sympathy Harm the Organization
Maria Pergolino · The Secrets of Net Negative Churn: Customer Advocacy · Aug 28, 2017 · at 35:44
Maria Pergolino (SVP of Marketing, Apttus) discusses the profile and skills needed when hiring customer success managers during an executive panel.
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“With a CSM, you don't want somebody who is over sympathetic to the customer that's working against the org. You want somebody who's, you know, some of you have, you're at minimum viable product. You're trying to do a specific thing. You want somebody who's going to understand what you're trying to achieve and can help get that customer to that goal. And so I think it is a compassion and understanding of what the customer's trying to do, but good business acumen to make sure that they can align to the business as well.”
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