CSM Practice - The Customer Success Podcast

Four Key CSM Role Profiles you want to hire for!

March 17, 2023 Season 2 Episode 12
CSM Practice - The Customer Success Podcast
Four Key CSM Role Profiles you want to hire for!
Show Notes Chapter Markers

In this podcast episode, Guy Galon, provides valuable insights for those building their customer success team. He introduces the ๐Œ๐ฎ๐ฅ๐ญ๐ข-๐Ÿ๐š๐œ๐ž๐ญ๐ž๐ ๐‚๐’๐Œ model, which outlines essential skills that CSMs should possess, such as:

  • solid customer-facing experience
  • Proactiveness
  • effective communication skills
  • empathy
  • and the desire to make customers successful. 

Additionally, he identifies four CSM profiles based on experience and characteristics required for his team: 

  • The "๐๐ซ๐จ๐ฃ๐ž๐œ๐ญ ๐Œ๐š๐ง๐š๐ ๐ž๐ซ," 
  • The "๐ƒ๐š๐ญ๐š ๐š๐ง๐š๐ฅ๐ฒ๐ญ๐ข๐œ๐ฌ" 
  • The "๐ƒ๐จ๐ฆ๐š๐ข๐ง ๐ž๐ฑ๐ฉ๐ž๐ซ๐ญ/๐“๐ซ๐ฎ๐ฌ๐ญ๐ž๐ ๐€๐๐ฏ๐ข๐ฌ๐จ๐ซ," and 
  • The "๐๐ž๐ ๐จ๐ญ๐ข๐š๐ญ๐จ๐ซ"

By listening to this episode, you will learn about the entire framework and gain insights into questions to ask when hiring each of the CSM profiles introduced in this model. Guy provides helpful tips on creating different customer success manager profiles, making the CSM hiring process more efficient and effective, and finding the right people for your team from traditional places.
If you are building a customer success team, this episode is a must-listen to improve your capacity planning and hiring process.

Listen to the full episode now!


Additional Resources

โฌ Infographic: Four Key CSM Role Profiles you want to hire for!
โฌ Download the Guide: Multi-faceted CSM Model

๐Ÿ“‘ Blog: The Multi-Faceted CSM

๐Ÿ“‘ Blog: What is a Customer Success Manager?

๐Ÿ“‘ Blog: 3 Interview Tips for Hiring Customer Success Managers

๐ŸŽฅ Video: Steps in hiring the right customer success managers

๐ŸŽฅ Video: Recent trends in HIRING Customer Success Managers (CSM's)


Whenever youโ€™re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach โ€” Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community โ€” Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here

3. Connect with Us on LinkedIn for Growth โ€” Looking to elevate your Customer Success? Connect with us on LinkedIn for engaging discussions and insights. Follow our page and reach out directly to start a conversation about your business needs. We're here to guide you toward success. Connect on LinkedIn


๐Ÿ“Œ Visit our Website - CSM Practice
๐Ÿ“Œ Sign up for our

Framework creation reason
Main CSM Profiles
Difficult Discussions
4 CSM Profiles
Hiring Profile Usage
Hiring Tactics
Recognizing a Good Executioner
Assigning Executioner Tasks
Basis for Hiring
Domain Expertise
Technical Expertise
Expertise: Domain vs. Technical
Job Posting