Customer Success Soft and Hard Skills

Some essential hard skills that are considered must-haves for a customer success leader include: (must have does not necessarily mean now - you can and should be trained ...

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...

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...

It is certainly a great career move. It is important to understand the roles and responsibilities of a Customer Success Manager and determine that this is what excites an...

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...

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 ...

There's no magic bullet here, but I've found a few key ingredients to retaining great talent.  Care deeply about the people on your team. Get to know them on a human le...

Soft skillsCommunication - (This is everything from how to communicate with an Executive, to how to deliver a training session, how to manage expectations with customers ...

For recent graduates who are interested in entering the field of customer success, there are a few critical pieces of advice to keep in mind: • Gaining relevant experien...

These are the top-5 characteristics I look for and interview around! I've also found these traits to be useful and necessary for any CX role, giving your team member opt...

Looking at this from the perspective of a Customer Success Manager versus say a software developer.I focus on the core of attitude, aptitude and values alignment.For atti...

I want to first understand which activities or metrics correlate to churn, renewal and expansion. Then I know how to target my CS team and which activities to track off t...

I greatly respect the sales role, and CS and sales must work well together to drive successful customer outcomes. I have been in sales at various times throughout my care...