Rox Fitzmaurice

I think about risk in a couple different categories. If we're talking about the beginning of the journey, I tend to lean more on monitoring stakeholder behavior for signs...

It’s been a number of years since I’ve been a CSM (which I still believe is one of the most difficult customer-facing roles!), but as a Leader, I think it’s wildly import...

As a Senior CSM, you are likely regarded as a product expert—not necessarily from a technical perspective, but certainly when it comes to how your customers can successfu...

I have to say that there is a big caveat here - you MUST be clear on your company’s strategy around rewarding talent. I’ve seen many differences in how companies approach...

I believe that these are the must-have skills for every Customer Success Leader:Being business minded: As your scope grows, so does your responsibility to monitor perform...

I would answer this the same way I answered the "what's your least favorite thing of being a CSM:"It’s been a number of years since I’ve been a CSM (which I still believe...

I love asking candidates to share a time when they worked on a project or customer challenge that didn’t go as planned. People who take risks usually have a story or two ...

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...

A “typical” career path for a Customer Success Manager (CSM) often starts with building deep expertise in Customer Success and applying that knowledge through impactful c...

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 ...