It all depends

Join a captivating conversation about the unique culture at Posit, where stakeholder values shine bright. Discover the vital role of collaboration between customer success and sales to enhance onboarding and engagement strategies. Learn effective habits like punctuality and preparation that set successful customer success managers apart. Dive into the importance of aligning customer expectations and tracking interactions with the right tools. Plus, hear valuable lessons from past challenges that help refine customer success approaches.

Nabeeda Bakali-Abrar, a Customer Success Manager at LinkedIn and a social media expert, dives into the art of prioritization in her role. She discusses how vital effective communication and storytelling are for enhancing customer relationships. Nabeeda emphasizes the importance of saying no to protect one’s time and labor. The conversation reveals strategies for managing workloads and stresses the need for balance to avoid burnout, all while celebrating small wins to boost confidence in decision-making.

Sam Kraus, Customer Success Manager at Quantiv, dives into the vital role of data in customer success management. He shares insights on prioritization, emphasizing the 80/20 rule, and the necessity of diplomacy in tough conversations. Sam discusses the importance of collaboration with account executives to ensure seamless client onboarding and highlights learning from failures as a key to growth. He also stresses the significance of transparency, effective note-taking, and the impact of formal processes on team collaboration.

Discover the essential strategies for success in customer management. Key skills like curiosity and interpersonal relationships are emphasized for building strong client connections. The importance of prioritizing high-impact actions shines through, along with effective time management habits. Collaborating with sales is highlighted as a way to uncover growth opportunities. Learn from both successes and setbacks, fostering a culture of innovation and flexibility. Plus, hear about exciting upcoming projects and the role of hobbies in maintaining balance!

Noah Little, a successful Customer Success Manager at Recharge Payments, shares his insightful take on navigating customer success management. He highlights the importance of proactive engagement and a CEO mindset for managing strategic accounts. Noah emphasizes joint success plans tailored to customer goals and the critical nature of active listening during calls. He also discusses the rollercoaster of emotions in the role, advocating for resilience and the value of writing things down to stay organized. Health and well-being practices are also key themes in maximizing performance.

Delve into the exciting journey of a customer success specialist, exploring account planning and the essential skills for effective customer management. Discover the significance of building relationships and aligning with sales teams for optimal collaboration. Learn about the power of research and curiosity in enhancing customer value. Time management and delegation emerge as vital strategies for success, while personal habits like language practice foster growth. Plus, a fun nod to future guests keeps the conversation alive!

In this engaging conversation, Mohammed Alqaq, a seasoned Customer Success Manager and founder of Customer Success Middle East, shares his expertise in the software industry's data analytics sector. He emphasizes the vital role of clear communication and proactive planning in customer relationships. Mohammed discusses tailored onboarding, the dangers of assumptions, and the strategies for effective customer engagement. He also highlights his commitment to teamwork and announces an exciting upcoming customer success meetup in Jordan, with aspirations to expand across the Middle East.

Julie Raeder, a Customer Success Manager at Dooly, shares her expertise in prioritization and customer-centric strategies. She dives into the art of onboarding and contract renewals, emphasizing clear communication and relationship-building with sales teams. Julie discusses her daily routines, highlighting the importance of breaks and personal growth. They also touch on mastering call cadence and adapting engagement based on customer needs, illustrating how these tactics drive success in managing a global customer base.

Summary In this episode, Prashanth interviews John Johnson, a Principal Customer Success Manager at User Testing. John shares his background in music and how it has influenced his approach to customer success. He provides insights into the structure of the customer success team at User Testing and how they serve key accounts. John emphasizes the importance of building relationships and rapport with customers, aligning with key stakeholders, and using programs and events to drive behavior change. He also discusses the metrics and performance evaluation in his role as a CSM. In this conversation, Jon Johnson shares insights on multiplying effort and marketing strategies, collaboration and ownership of customer communication, personal habits, learning from failure, and recommended resources. Takeaways - Building relationships and rapport with customers is crucial in customer success. - Aligning with key stakeholders and understanding their goals is essential for success. - Using programs and events can drive behavior change and highlight the value of the product or service. - Metrics should focus on stability of revenue and alignment with customer outcomes. Multiplying effort involves focusing on specific topics, creating newsletters, and driving traffic and knowledge throughout the year. - Collaboration is crucial in managing customer communication and ensuring alignment among team members. - Personal habits, such as playing guitar and hyperfixation, can provide a meditative and learning experience. - Learning from failure involves reflecting on past experiences and understanding the importance of respect and effective communication. - Recommended resources include CS Insider for CS-related content and - Measure Over Method for casual newsletters. Chapters 00:00 Introduction and Background 03:02 John's Music Background 03:28 Setting the Foundation: User Testing and Customer Success 05:39 Customer Segments and Key Accounts 07:41 Call Cadence and Relationship Building 10:38 Metrics and Performance Evaluation 22:13 Building Rapport and Relationship over Calls 27:38 Skills and Performance 31:37 Multiplying Effort and Marketing Strategies 34:03 Collaboration and Ownership of Customer Communication 42:04 Habits: Playing Guitar and Hyperfixation 49:07 Learning from Failure 57:29 Recommended Resource: CS Insider and Measure Over Method Jon's LinkedIn: https://www.linkedin.com/in/jonwillia... Prash's LinkedIn: https://www.linkedin.com/in/prashanth... CS Insider: https://www.csinsider.co/ Unchurned Podcast: https://open.spotify.com/show/7trN4hM...

In this conversation with Jack Hilbrich from Drift, he shares his expertise in Customer Success Management. Known for his proactive strategies, Jack discusses how to build trust and credibility by balancing data-driven decisions with genuine relationship-building. He emphasizes the significance of empathy and effective communication in maintaining customer connections. Jack also touches on the need for CSMs to engage proactively, highlighting collaboration with sales teams and personal productivity habits vital in today's remote work landscape.