Ep #8 | Prioritizing & Planning in Customer Success

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/