The Success Toolkit for Everyday Impact

A CSM Career

Is a Customer Success Manager career right for you? Which skills do you need to develop? Is CSM a great job?

  • Role & Responsibilities
  • Skills Matrices
  • Career Framework
  • Customer Success Metrics & KPIs
  • Salary, target
  • Understand the Customer Lifecycle
  • Customer Success Philosophy
  • Customer Success vs. Customer Support
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Building a strong Foundation

  • Understand your book of business
  • Customer Profiles & Segmentation
  • Customer Journey Maps
  • Seamless onboarding process
  • Activation & User Adoption
  • Techniques for building Trust & Rapport
  • Be confident with the Value Proposition
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Maximizing Value

  • Identify potential growth areas
  • Upselling Strategies
  • Move From Reactive to Proactive
  • Path to Value (Capture, Creation, Deliver)
  • Accelerate ROI
    • 70% of digital transformations fail (McKinsey)70%
    • 22% of UK CEOs believe their current business will not be economically viable in the next 10 years (pwc)22%
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    Cultivating Success

    • Understand Client Lifecycle 
    • Driving Client Engagement
    • Growth & Development
    • Create Success Plans for what? 
    • Techniques for managing conflict and dissatisfaction
    • Turning negative experiences into positive outcomes
    • Identifying Early Warning Signs of Churn
    • Be able to forecast and prioritize
      • Typical SaaS churn rate is around 5%. (Forbes)5%
      • Customer can reduce churn by 67% if they focus on a better onboarding (Forbes)67%
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      The power of Data

      • Which metrics are important? 
      • How to analyse the metrics? And their impact (customer sentiment for areas of improvement)
      • Data-driven Decision Making
      • Strategize and optimize  outcomes
      • Health Scorecards (60 days with no contact, predict churn,...)
      • Customer Success Metrics
      • Customer Engagement Analytics
        • 56% of organizations say data and analytics have helped their teams achieve faster, more efficient decision-making. (Forbes)56%
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        Collaboration is key

        • Cross-functional Collaboration
        • Driving Revenue Growth with Account Executive
        • Resolving Technical Challenges with Support team
        • Ensuring Seamless Implementation with Professional Services
        • Strategic advice with Consultants
        • Relay feedback to Product Manager
        • Amplifying Success Stories with Marketing
        • Influence the Leadership team 
        • Build a brand internally
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        AI in the CSM world

        • AI-Powered Customer Insights
        • Automation and Personalization
        • Predictive Analytics
        • AI and CSM Collaboration
        • Chatbots and Virtual Assistants
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