customer success manager
also referred to as: csm · csms · customer success managers
9 statements across 8 episodes · 1 bullish · 1 bearish · 7 people on the record · first statement Jul 5, 2020 by Craig Walker · across every show →
Everything said about customer success manager, oldest first
Jul 5, 2020
Aug 20, 2020 neutral
Aug 20, 2020 negative
Gupta: Tying CSMs to revenue expansion incentivizes ignoring account churn
“I personally believe that CSM should be responsible for driving product adoption, building a customer champion, and making a customer responsible. Expansion will happen naturally if all those three things are happening. Now, what happens is if you give your CS…”
Sep 1, 2020
Bendov: Gong CSMs Do Not Carry Sales Quotas to Avoid Pressuring Customers
“They're not sales people. They want to make sure the customer is making, like, the best possible service. They kind of do have, like, NPS and renewal rate which kind of proxy, but it's a very small portion of their compensation, so they don't try to pressure t…”
May 21, 2021
Feb 25, 2022 neutral
Mar 22, 2022 positive
Bendov: Gong CSMs are measured on NPS rather than sales quotas
“The CSMs are measured mostly on NPS. They're not sales people. They want to make sure the customer has the best possible service. They kind of do have like NPS and renewal rate, which is kind of proxy, but it's a very small A portion of their compensation, so …”
May 10, 2022 neutral
Jul 2, 2024 neutral
Chellappa ran sales, marketing, and implementation up to $1.5M ARR
“I was doing all the sales. I was doing marketing. I was doing implementation of the product. I was doing a lot of those things until we got to about one and a half million or thereabout in revenue. That's when we hired our first CSM. To help implement so that …”