ON TODAY'S EPISODE:
In this insightful episode of Impact Weekly, Johan and Lincoln tackle a prevalent challenge in the SaaS industry—integrating domain experts into customer success roles without prior experience. They delve into why companies are increasingly leaning towards this trend, the benefits it brings, and the hurdles both the domain experts and companies face. Moreover, they share practical strategies to empower these domain experts to excel as customer success managers (CSMs), ensuring they can leverage their specialized knowledge to drive customer success and business growth.

THIS WEEK'S QUESTION:
"I'm responsible for a team of Customer Success Managers with great domain expertise, but basically no experience in customer success. What would you have me do?"

TOPICS BEING ADDRESSED:

• The growing trend of hiring domain experts as CSMs and its driving factors.
• The dual-edged sword of domain expertise in customer success roles: potential benefits and inherent challenges.
• Effective strategies and training approaches to transform domain experts into successful CSMs.

QUOTES:
Lincoln: “You can't teach experience, but you can certainly equip domain experts with the customer success tools they need to excel.” (07:22)

Johan: “Having domain expertise is a great advantage, but being a strategic advisor rather than doing the work for the customer is key.” (18:04)

Lincoln: “A good CSM can be better at helping customers than someone with just domain expertise. It's about moving from A to B to C, understanding and aligning with the customer's goals.” (11:38)

Johan: “Upskilling in customer success, not just in the domain, is what will truly elevate your team to the next level.” (18:50)

Lincoln: “It's not just about knowing the field—it's about knowing how to leverage that knowledge to drive customer success.” (16:12)

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

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