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 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 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 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...

I think Customer Success is just going to keep going down the road it's been on for years: splitting into a dual focus. On one side, we'll have the massive volume of long...