Julie Fox - Sr. Manager, Customer Success, FloQast
- I always find that the best CSMs manage their book of business (BoB) like mini-CEOs or consultants. They know exactly where the areas of opportunity and risk are and have a plan for all. They are creative in how they solve problems and are likely to bring additional people into conversations with their customers or strategize with team members instead of trying to shoulder everything on their own.
- As a CSM, you will always be busy and feel like you are being pulled in a million different directions. This makes it easy to fall into patterns of feeling reactive. Setting aside time each week (even an hour) to proactively reach out to customers and analyze your customer base will help shift you to feeling more “ahead” and in control.
- In my opinion, the most important metric in Customer Success is customer goals and desired outcomes. Every customer doesn’t have to use your product in the same way or depth. Are your customers getting value out of your product that truly matters to them? This should be a topic that is top of mind when you are engaging with customers, and CSMs should feel confident in how they can shepherd the customer through their journey to achieving their goals.