Ep #10 | Being curious & asking the right questions as a CSM

Summary

In this episode of the All Depends podcast, host Prash interviews Stino, the head of Customer Success at Wale. They discuss Stino's journey in customer success, the structure of customer success at Wale, and the importance of prioritizing high-impact actions. Stino shares insights on essential skills for CSMs, his daily habits, and the collaboration between customer success and sales. They also touch on the importance of learning from failures and Stino's upcoming projects.

Takeaways

• Stino emphasizes the importance of being strategic in customer success roles.
• Prioritizing high-impact actions can lead to better outcomes for CSMs.
• Interpersonal skills are crucial for building relationships with customers.
• Curiosity and discovery are key traits for successful CSMs.
• Daily habits, such as planning and time management, enhance productivity.
• Collaboration with sales is essential for identifying growth opportunities.
• Learning from failures is a part of the growth process in customer success.
• Stino's experience in startups shapes his approach to customer success.
• Flexibility in OKRs allows for experimentation and innovation.
• Engaging in hobbies like Zumba helps maintain energy and focus.

Chapters

00:00 Introduction and Background

02:33 Company Setup and Responsibilities

08:12 Prioritizing High Impact Actions

14:36 Key Skills for CSMs

25:29 Partnering with Sales for Growth Opportunities

27:56 Learning from Failed Strategies

32:24 Upcoming Projects and Recommendations

35:26 Podcast Video Intro YT.mp4