Summary
Diego shares his customer success journey, including his experiences in different industries and the lessons he learned along the way. He emphasizes the importance of account planning, success planning, building relationships, and researching as key priorities for a CSM. Diego also discusses the collaboration between CSMs and sales reps, highlighting the need for alignment and speaking the same language. He shares his personal habits, such as practicing Japanese and reading, and provides insights into effective time management and delegation. Diego concludes by recommending Jim Smits as the next guest for the podcast.
Keywords
customer success, journey, account planning, success planning, building relationships, researching, collaboration, sales, habits, time management, delegation
Takeaways
Account planning and success planning are crucial for prioritizing and managing customer relationships as a CSM.
Building strong relationships, both internally and externally, is essential for success in customer success management.
Researching and staying curious are key skills for CSMs to stay informed and provide value to customers.
Effective time management, delegation, and speaking the same language as sales reps are important for collaboration and achieving goals.
Personal habits, such as practicing a language and reading, can contribute to personal and professional growth as a CSM.
Chapters
00:00 Introduction and Guest Introduction
01:14 Guest's Customer Success Experience
04:41 Identifying a Bad Fit in a Role
06:56 Prioritizing as a Customer Success Manager
07:56 Using Pareto's Principle for Prioritization
08:49 Account Planning and Success Planning
10:09 Building Relationships with Customers and Internal Stakeholders
11:03 The Importance of Research in Customer Success
16:15 Key Skills for Customer Success Managers
24:13 Collaboration between CSMs and Sales
28:04 Personal and Professional Habits
33:37 Learning from Failure
36:46 Recommendation for Next Guest
37:59 Conclusion and Resource Recommendation
39:29 Podcast Video Intro YT.mp4
Diego's LinkedIn: https://www.linkedin.com/in/dtjenatak/
Prash's LinkedIn: https://www.linkedin.com/in/prashanthjothi/
