Customer Success Talks The evolution of a CSM: From Old Mindset to New Mindset | Markus Rentsch
In today’s episode, we have the honor to have with us Markus Rentsch, CEO of Remark-able and,defenatly, the "Lord of CS Memes" he discusses the evolution of a customer success manager from the old mindset to the new mindset. The conversation highlights the shift in mindsets within the customer success industry, the importance of customer success as a company-wide mindset, and the changing role of customer success managers. It emphasizes the need for customer success managers to become trusted advisors to customers and to focus on delivering value and driving revenue. We explore more, like the alignment of a customer success mindset with leadership and the use of revenue data to demonstrate the impact of customer success. Overall, the episode emphasizes the importance of proactive and strategic approaches to customer success. Takeaways - Customer success has evolved from a reactive and transactional role to a proactive and strategic one. - Customer success should be a company-wide mindset and operating system, with customer success managers acting as trusted advisors. - Measuring customer success should focus on customer needs, outcomes, and value delivered, rather than just usage and internal criteria. - Leadership should be aligned with the new customer success mindset and incentivize the right behaviors to drive revenue growth. Resources Remark-able Connect with us on LinkedIn: Markus RentschBayron Toruno Nav Thomas Find us on YouTube