Denmark Francisco on LinkedIn: Check out this job at Medallion: Senior Customer Success Manager… (2024)

Have you been wondering if Customer Success is the same as Support? Then you should definitely scroll through the slides to learn more. Both roles are customer-facing but are quite distinct. If you're looking to start or upskill your career in Customer Success, rumor has it that Revwit offers the best Customer Success training in 'town'. Tell a friend to tell a friend, click the link in the comments to get started 🚀

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Today, I continued with the Aspireship Customer Success Foundation course.I learned about how to become a top performing Customer Success Manager (CSM).A CSM;- Need to understand the process, have a thorough understanding of what your customers have gone through before your contact with him.- Need to have have deep customer empathy. Put yourself in the shoe of the customers.- Should see value through the lens of your customer and have a shared understanding of what success means to the customer.- Should respect the 80/20 rule. Focus on 3 or 4 things that are most important to the majority of customers.- Need to become an expert in the product. know the features and benefits of each product the company offer as well as how they work.#customersuccess #customersuccessmanager #customersuccessmanagement

In a recent article with Built In, Eric Degler, Customer Success Team Lead at SmartBear, discusses the steps he takes to better understand his customers. Read more here:

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Customer Success Gone Wild in 2024? Hell No! More Like ...... Customer Success Managers are lazily following prior year trends as to what hope everyone just forgets ? Customers are making plans to leave and we are sitting in that backroom waiting to get fired and let it all fall apart? That isn't my style of course. I was up at 3 Am burning the midnight oil creating a Customer Success playbook for collaboration and brainstorming purposes but well, I of course need t secure a position and a team first. So I'll leave you with these numbers and simply HOPE that you do something today that makes others so ( primarily the customers) go " WOW"!!!The new study releases shows 57% of customers are not satisfied with their providers service. And they certainly have caught on quick and aren't impressed because of the 57% , 30% are right now thinking of simply walking out and heading straight to the competition for dinner. The numbers are here. Now it's time to brainstorm. It's imperative. Let's go at it and make the magic happen and then burn be gone.

As a Customer Success Manager (CSM), our main objective is to ensure that customers achieve their desired outcomes.Yesterday, we had the pleasure of hosting a discussion with Hannah Trott (Natilik) and Andri Annuka (Pipedrive) where they generously sharedtheir experiences and best practices for proactively identifying patterns and driving outcomes.If you missed the session, watch the clip below and find the link to the full recording in the comments #CSMcorner

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There are 3 levels of Customer Success Managers:1. Reactive (90%): Most of their work happens in their inbox responding to questions and managing escalations. They often spend 80% of their days doing customer support work.2. Proactive (9%): They are monitoring product usage and feature adoption and reach out if their playbooks tell them they are too low. They are caught with their pants down when their customers "suddenly" churn despite all-green health scores. 3. Leadership(1%): They pick up customers where they start and take them to the promised land. They identify their customers' needs, provide them with the corresponding services and content, and are on top of their progress. The CSMs winning in 2024 are the ones capable of leading customers to success. You can't afford to leave holes in the customer journey anymore. PS: Learn how to create exceptional value for your customers and your company --> https://lnkd.in/dSn4CUas

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When a customer success team tries to be everything for everyone, it ends up depleating its super power. 🦹♂️ The truth is, many customer success teams are facing an identity crisis. They're juggling too much: - Onboarding 📚 - Support escalation 🆘 - Renewal management ⏳ - Acting as relationship managers 💼 - Being product advisors 📋 - Consulting 💡 - And more... So, how do we solve this puzzle? 🤔 Imagine designing your organization without a customer success team: - Products that are self-sufficient 🏗️ - Full-scale support 🛠️ - First-value driven by implementation 🔑 - Customer engagement powered by marketing 📣 - Renewals managed by specialists 🔁 - Upselling owned by account managers 💰 Then introduce customer success managers back in, not as gap fillers, but as master consultants guiding customers to realize, measure, and communicate the value they're getting from your product. It’s about creating true customer success that spans the entire company, not just the responsibility of CSMs. Think about it—what novel heights could your customer success managers reach if they were freed from patching up the customer journey? 🌟Let's rethink customer success together.🌟 What’s your take? Let’s start a conversation!

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There are 3 levels of Customer Success Management:1. Reactive (90%): Most of their work happens in their inbox responding to questions and managing escalations. They often spend 80% of their days doing customer support work.2. Proactive (9%): They are monitoring product usage and feature adoption and reach out if their playbooks tell them they are too low. They are caught with their pants down when their customers "suddenly" churn despite all-green health scores. 3. Leadership(1%): They pick up customers where they start and take them to the promised land. They identify their customers' needs, provide them with the corresponding services and content, and are on top of their progress. The CSMs winning in 2024 are the ones capable of leading customers to success. You can't afford to leave holes in the customer journey anymore. PS: Sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP

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Time spent with your customers is the game changer for all CSMs. It is the most simple yet effective strategy for building trust and aligning on your value proposition

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I’m a Customer Success Manager, of course, I have a magic wand to retain customers.NO, I don’t. Customers buy products because of the product, not because of the CSM. Customers buy products that can help them achieve their desired outcomes. And when that doesn’t happen - customers leave.They leave for so many reasons.CSMs can make a LOT of difference in how companies deal with churn. - They can launch proactive initiatives- They can help set the right expectations- They can discover and deliver on outcomes- They can deliver value beyond the product- They also can help you find problems with your productBUT Customer Success starts with the product.EVERYTHING starts with the product. CSMs are just a cherry on top of that.Do you agree?------------------▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits.We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional.Join 1021+ community members! 💥[link in the comments section]

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