Ben Terrill

We have our Customer Success organization broken into 2 groups - Strategic Customer Success and Scaled Customer Success. In the Strategic Customer Success group I have m...

I find the best CSMs are: Curious - they want to understand “why”. This translates well with customers as it means they have an innate desire to understand their busines...

One of the most important responsibilities of CS is to ensure that we are sharing the stories and insights we hear from our customers with the rest of the business. To do...

Firstly, good choice! You have picked a hot career and I only see CS becoming more prominent and important over the next decade. Be curious. Take time to understand your...

This is a tough one. I generally view these as “lite sales cycle” which it sounds like you do as well. If the account is large enough - a multi-level engagement strategy ...

I love that you’re looking to break into tech as a CSM, here are a few strategies I would recommend: Internal Promotion - Some of the best CSMs I have worked with have mo...

My philosophy is that I want everyone on my team to be eligible for a raise, so it’s my job to help them understand what they need to do so that I can make the case to th...

If you enjoy what you do and why you do it, you’ll do it better and you’ll do better. Here are some questions to ask yourself when consider a new role:Do I feel good abou...

Some of the things I would focus on to up level my CS career:Sales Skills - Developing your sales skills will really elevate you as a CSM. Your ability to influence and s...

It sounds like you’re asking about how you move from being an individual contributor to being a people manager.The first thing I’ll say is that people management is not f...