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ON TODAY'S EPISODE:
In episode 59, Johan and Lincoln explore the vital aspects of skill and competence development for Customer Success Managers (CSMs). The discussion revolves around the necessity of a growth mindset, the importance of proactive training, and the need for continuous self-improvement in the ever-changing landscape of customer success. This episode provides invaluable insights for CSMs and heads of Customer Success aiming to elevate their careers.

THIS WEEK'S QUESTION:
“What do you recommend I should develop, in terms of skills and competence, to advance my current Customer Success Manager role, my career?"

TOPICS BEING ADDRESSED:

1. Embracing a growth mindset for career advancement and skill enhancement in customer success.
2. The significance of proactive and ongoing training to meet evolving role requirements.
3. The consequences of relying on outdated skills and methods, and their impact on performance and customer relationships.

QUOTES:
Johan (00:31:37): “With a growth mindset, you will have progress. Being proactive and deliberate in your training is key.”

Johan (00:11:23): “Improving skills and competence is top of mind for anyone in customer success.”

Lincoln (00:07:45): “What worked five years ago to make you world-class in your role is now actually keeping you from being world-class.”

Johan (00:12:17): “I want to invest in my team’s skills and competence because we’re going to do major things going forward."

Lincoln (00:19:37): “It’s harmful to let your Customer Success Managers practice on your customers. There’s always refinement and practice in staying top of your game.”

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