What are some ways that junior and newer customer success managers can get greater exposure to the C-Suite?

Question

Jeff Beaumont · Accepted Answer

Tie your work to a revenue driver, be a vocal advocate for company initiatives, and go the extra mile.

* Hit your numbers: While this sounds like a "duh" statement, it's important because it shows you know what you're doing. You were entrusted with a task and you demonstrated excellence. While it does not guarantee C-suite members will come knocking on your door, it does put you on their radar (in a positive way!).

* Revenue driver: At least in an Operations, Strategy, Analytics, or other similar functions, it's helpful, wise, and important to make sure you're supporting a revenue driver and/or top initiatives. That's where the company is focused and thinking about. For example, in Sales/CS this could be: renewals, expansion opportunities, product analytics to drive customer purchases. For a CSM, it relates to hit your numbers but also understand what else the company is looking at, even if it's not tied to your comp.

* Vocal advocate: Not in a brown-nosing way, but find ways to positively speak up, offer your vantage point, and provide recommendations. Company leaders look for "bright", "smart", "capable", "strategic" people and that often translates to someone who has insights that lead to recommendations. It's not simply that a person knows something but that they can effectively communicate it, too.

* Extra mile: "if someone asks you to walk with them one mile, go with them two". Are you willing to help with that special project? If you're noticing trends, did you share that with your analytics or operations team? Do you trust that they'll represent you well and give you credit? Help them out and they will bring up your name as someone who is capable.

Michael Maday · Answer

Senior Executives love to learn things that they do not already know about the company, your product, or your industry. When an opportunity arises for you to interact with them, give them an opportunity to learn from you!

Additionally, these leaders despise walking into a difficult conversation unprepared and it is your role as the CSM to make sure this NEVER happens within your book of business. When you have an Executive joining your meeting, over-index on the prep you put together for them. Recently my team has started recording quick videos so the execs can get their prep that way (in addition to email)

Do not be afraid to speak up at an All-hands or company-wide meeting but be sure your question/opinion is razor-sharp. While your CEO will obviously answer a softball question about expansion into a new geography or potential acquisition, you will not stand out to them.

Amara Okoli · Answer

Here are a few tried and true ways to gain greater exposure to the C-Suite:

1. Get curious about the space, not just the product, and build your knowledge base. 
 2. Ask to shadow meetings with other CSMs, AEs, and other teammates who are closer to the C-Suite already
 3. Attend all hands/conferences/tradeshows/webinars where the C-Suite is speaking so you learn about their priorities and personality.
 4. Ask thoughtful questions at the appropriate opportunities and volunteer for initiatives where your skills might shine
 5. Find mentors within the organization who are close to the C-Suite and offer to help them with projects

Over time, the additional information and experiences you gain will help you differentiate yourself and widen your circle of influence

Related Ask Me Anything Sessions

Clari Vice President, Customer Success, Nicole Alrubaiy on Influencing the C-Suite

GitLab Senior Director Customer Success Operations, Jeff Beaumont on Influencing the C-Suite

MURAL Director of Customer Success, Amara Okoli on Influencing the C-Suite

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