What are your top 3-5 Customer Success Impact Drivers that a CSM should focus their time on regardless of the product or segment.

Based on my experience as a Customer Success Executive Leader, the following are key areas I focus on to ensure our team drives meaningful impact for our customers.

1. Customer Outcomes and Value Realization

• Ensure customers achieve their desired outcomes and realize value from your product. Establish clear milestones and regularly track progress. (Customer Success Plan)

• =>Create a collaborative Customer Success Plan. Conduct regular business reviews, set and measure against success metrics, and provide actionable plans to address gaps.

2. Churn Risk Management

• Proactively manage churn risk by identifying at-risk customers and addressing their concerns promptly.

• =>Implement early warning systems, conduct regular health checks, and prioritize engagement with at-risk accounts to mitigate potential issues.

3. Product Adoption and Usage

• Drive product adoption to ensure customers are fully utilizing the features that align with their business objectives. We call these the golden features.

• =>Provide tailored training, onboarding resources, and user education to facilitate deeper engagement and understanding of the product.

4. Upsell and Cross-Sell Opportunities

• Identify additional pain points and provide solutions that deliver greater value to the customer, thereby driving upsell and cross-sell.

• =>Regularly assess customer needs, present relevant product features or services, and work closely with the sales team to close the loop.

5. Customer Advocacy and Feedback

• Foster strong relationships that turn satisfied customers into advocates who provide valuable feedback and referrals.

• =>Actively solicit and act on customer feedback, recognize and reward advocates, and leverage success stories and references for broader company benefit.