ON TODAY'S EPISODE:
In this insightful episode of Impact Weekly, Johan and Lincoln tackle the challenging issue of CSM burnout in the context of customer success management. Despite appearing under capacity on paper, many CSMs report feeling overwhelmed and burned out. The discussion revolves around uncovering what might be missed in these situations and how leaders can effectively address and prevent burnout in their teams.

THIS WEEK'S QUESTION:
"On paper it looks like my CSMs should be under capacity, but they are telling me that they’re burned out. What am I missing here and how do I handle this?"

TOPICS BEING ADDRESSED:

Understanding the ongoing and stretching nature of customer success relationships.
The significance of early recognition and intervention in cases of CSM burnout.
The trio of mastery, value, and autonomy as key components for high-performing customer success teams.

QUOTES:
Lincoln Murphy (00:21:37): "In customer success, it's more about these ongoing relationships that can stretch over time without really getting to the final, the finish line of things.".

Lincoln Murphy (00:06:12): "Those times where we don't know that this is ever going to end, that's when it really starts to weigh on you.".

Johan Nilsson (00:19:45): "It's critical to pay attention to signals of potential burnout, both in yourself as a Customer Success Manager and in your team if you're leading one."

Lincoln Murphy (00:42:37): "If your CSMs are burned out and you don't notice, that's on you. Look for these things early, intervene early, put on your coaching hat."

Johan Nilsson (00:38:22): "The recipe for really high performing customer success management includes mastery, feeling valued, and autonomy."

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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CSM Burnout: Understanding the Signs, Discovering the Cause, and Fixing it