The Customer Success Pro Podcast How to Get Promoted into an Enterprise CSM with Caly Agar
Oct 2, 2024
Carly Agar, founder and CEO of Carly Agar Training, brings a wealth of experience from the SaaS industry. She discusses strategies for landing promotions in customer success, highlighting the difference between standard and enterprise CSM roles. Carly emphasizes aligning customer success initiatives with business goals and shares practical tips for self-advocacy. She also delves into the complexities of managing enterprise clients and the importance of showcasing your value to ensure career advancement. Tune in for actionable insights on elevating your CSM career!
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CSM vs. Enterprise CSM
- Enterprise CSMs manage fewer, higher-paying clients that are larger and more complex organizations.
- This requires strategic account planning and nuanced stakeholder management due to slower decision-making processes.
Transitioning to Enterprise CSM
- Meet with enterprise CSMs at your company to understand their daily activities and unique approaches.
- Try mirroring their strategies, like strategic account planning, with a few of your own accounts to gain experience.
Beyond KPIs
- KPIs are important, but exceeding them doesn't guarantee promotion.
- Focus on initiatives beyond your role, like scaling solutions or enabling others, to demonstrate greater value.