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
5
Toolkit
Member
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
6
Toolkit
Member
Maximizing Value
- Identify potential growth areas
- Upselling Strategies
- Move From Reactive to Proactive
- Path to Value (Capture, Creation, Deliver)
- Accelerate ROI
5
Toolkit
Member
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
7
Toolkit
Member
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
6
Toolkit
Member
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
7
Toolkit
Member
AI in the CSM world
- AI-Powered Customer Insights
- Automation and Personalization
- Predictive Analytics
- AI and CSM Collaboration
- Chatbots and Virtual Assistants
5
Toolkit