AMA: Jellyfish Director of Customer Success, Roxana Fitzmaurice on Customer Success Soft and Hard Skills

It sounds to me like this question is asking about Customer Success skills that translate well to other functions across the organization. Because so many of the core CS ...

Read as much as you can on the function, talk to real CSMs, shadow them, talk to people who have partnered as customers with CSMs. . . . then. . .Do these two things:Unde...

I’ll start by saying two things:The tools themselves aren't the "secret sauce." It’s not just about being a "math person." CSMs need to be "problem solvers" who happen to...

My "Hot Take" - If adoption is low, your sponsor may not be doing their job (well)!Strong sponsors have the opportunity, authority, and ability to activate users. Usually...

First, determine what your signals are going to be. The most obvious choice would be direct customer feedback—specifically, customer verbatim from CSM calls. Feedback cou...