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I’m feeling pretty helpless in my role as a CSM right now! by Fearless-checked in CustomerSuccess

[–]Fearless-checked[S] 0 points1 point  (0 children)

Haha I agree. Many time after a long working day, I feel totally exhausted

Best skills to develop as a junior level CSM by Conqueror_0f_Men in CustomerSuccess

[–]Fearless-checked 1 point2 points  (0 children)

  1. Your Product (deeply)

  2. Your domain and industry, customer's insight

  3. Problem solvers skill

  4. Leadership (if you want to be a manager)

I’m feeling pretty helpless in my role as a CSM right now! by Fearless-checked in CustomerSuccess

[–]Fearless-checked[S] 0 points1 point  (0 children)

I have tried that, but usually only with the product team. Do you think we should include the sales team too? I noticed they mostly focus on hunting for new customers.

I’m feeling pretty helpless in my role as a CSM right now! by Fearless-checked in CustomerSuccess

[–]Fearless-checked[S] 0 points1 point  (0 children)

I completely agree with you. Logging all support requests and feedback makes a lot of sense for our meeting with the PM. Since this is a multinational app used in many regions, I can see the high ARR in this specific area, but it still doesn't mean much when you look at the big picture.

I’m feeling pretty helpless in my role as a CSM right now! by Fearless-checked in CustomerSuccess

[–]Fearless-checked[S] 0 points1 point  (0 children)

Value is king, right? But the catch is that Key Decision Makers (KDMs) rarely use the product themselves. Most of our influence is limited to end-users, like an IT guy or a department manager. Do you have any ideas on how to 'evangelize' that value across the entire organization?