As a hiring manager, what do the best customer success have in common?

In my experience there are a few characteristics/skillsets that the best CSMs I have hired all have in common: 1. Organizational skills - This is #1#1 for me. I have never seen a CSM who was not organized be successful. As a CSM requests are being thrown at you left and right, and you are being pulled in a million different directions. The best CSMs are organized/proactive and know exactly what action items they need to complete and how to prioritize them.  2. Ability to showcase value - This on ...Read More

I always look for four main qualities when hiring a CSM: EmpathyA CSM must be able to show empathy toward their customers. What may feel minor to you could have a major impact on the customer’s business. Empathy builds trust, strengthens the relationship, and shows the customer that you genuinely understand their experience. Commercial MindsetCS roles vary by company: some own upsells, some own renewals, some influence without carrying a quota. Regardless of structure, a CSM should be able to pa ...Read More

There are two skills that generally differentiate the best CS professionals from the rest and these are accountability and resilience. The best CS professionals take ownership of issues rather than wait for others, they challenge the internal and customer processes and don't take no for an answer. CS roles are never easy with a quick ramp and we are often the go between for many internal and customer contacts, which means the role can be challenging. Resilience is key in being able to manage the ...Read More

The most successful CSMs have these things in common: 1. Human-centric: a real level of caring and interest in helping others succeed 2. Curiosity: only a curious mind can lead to the best answers, not just the ones that are already created 3. Tenacity: an inability to let go until things are complete I firmly believe that most folks can learn any content, software, system or process. What cannot be taught is how a person is wired: what they're innately good at, how they think, their passion for ...Read More

Every individual is different — and that diversity is what makes progress possible. Engineers understand the physics of how things work. Athletes push the boundaries of physical and mental endurance. Doctors and nurses blend compassion with deep technical expertise. Entrepreneurs take risks and move industries forward and on it goes. Each discipline has its defining traits. So, what about those who pursue Customer Success?What separates the good from the exceptional? On the surface, we might say ...Read More