Ep #12 | The Art of Prioritization as a CSM

Summary

In this episode of the It All Depends podcast, host Prash speaks with Nabeeda Bakali-Abrar, a Customer Success Manager at LinkedIn. They discuss the intricacies of customer success management, including the importance of prioritization, effective communication, and the art of storytelling. Nabeeda shares her experiences in managing customer relationships, collaborating with sales teams, and the challenges of saying no. The conversation emphasizes the need for balance in the demanding role of a CSM and the importance of learning from failures.

Takeaways

• Prioritization is essential for effective customer success management.
• Blocking out time in your calendar can enhance productivity.
• Saying no is a crucial skill for managing workload.
• Storytelling can make data presentations more engaging.
• Collaboration with sales teams is vital for customer success.
• Understanding customer needs early can prevent renewal issues.
• Celebrate small wins to build confidence in saying no.
• Finding balance is key to avoiding burnout in CSM roles.
• Effective communication fosters better relationships with account directors.
• Learning from past failures can lead to improved strategies.

Chapters

00:00 Introduction and Overview of LinkedIn

02:50 Team Setup and Role of CSMs

05:31 Prioritization and Time Management

08:28 Setting Boundaries and Saying No

16:45 The Power of Storytelling in Customer Success

19:09 Building Strong Relationships with Account Directors

20:02 Effective Collaboration with Sales

23:23 The Importance of Early Communication in Renewals

26:05 Learning from Failure: Not Foreseeing a Renewal Issue

32:13 Finding Balance in the Role of a Customer Success Manager

33:32 Podcast Video Intro YT.mp4