John Brunkard

There are many possible paths for a Customer Success Manager. Some examples are; Individual Contributor (IC) Path Associate Customer Success Manager => Customer Suc...

Here are some strategies that I use to inspire and motivate my Customer Success team: Set Clear and Achievable Goals: It is important to set clear, specific, and achievab...

This somewhat depends on the company and its products. In general I would say that having technical skills can be helpful for a CSM…an additional plus in the trusted adv...

I have many different questions and always include some scenario based questions to see how they would handle those. Often I start with a very fundamental question along ...

I am assuming this question is about career progression and movement to the next grade level. You should have a growth mindset and a desire to continuously improve, devel...

Here are some of my favourite links. Web Sites Customer Success Box – Top 50 resources for customer success Customer Success Network Customer Success Association Gain G...

Know where you are - Data Analysis - Assess the current performance of your team. Review your active customer list - How many accounts per CSM, Total Portfolio ARR per C...

Handling team challenges and conflicts in a customer success department is a critical aspect of maintaining a high-performing and harmonious team. It's important to foste...

I previously answered this type question for CSMs however this time I will put in some resources that are more focussed on Customer Success Leaders. Here is the link to t...

Churn: Retaining existing customers, ensuring they achieve their desired outcomes, and receive value. Proactively engage with customers to identify potential issues. R...