CSM Practice - The Customer Success Podcast

Is Customer Success a Function or a Strategy?

April 07, 2023 Irit Eizips & CSM Practice Season 2 Episode 15
CSM Practice - The Customer Success Podcast
Is Customer Success a Function or a Strategy?
Show Notes Chapter Markers

During this podcast episode, Rapyd's Director of SMB Sales Ops & Enablement, Avner Baruch interviews Irit Eizips on her insights on the significance of customer success as a function and strategy for businesses.

The conversation touched on topics such as the evolution of customer success and how educating the industry on its practices played a crucial role during its early stages.

Additionally, they explored the distinction between customer success as a function and strategy, and why it is particularly relevant for organizations that rely on subscription-based models.

◽️ The evolution of customer success as a function

◽️ The relevant functions of a CSM

◽️ How to create a system and new strategy to fight churn

◽️ Insights on how to transition a support approach from a reactive to proactive

◽️ How to adapt customer success as a methodology to make products and contract negotiations to be more customer-centric

◽️ The overall business goals of customer success as a cross-functional methodology

◽️ The main factors that allow a CSM or an account manager to identify customers at risk.

◽️ The key reasons behind customer churn

◽️ Core functionalities for customer success as a function and a role

◽️ How to manage expectations when delivering self-service products

◽️ About creating specialized roles

◽️ Considering CS Packages, and monetization of Customer Success

◽️ Perspectives on separating the Customer Success Function into CSM and account management

If you're interested in learning more about customer success and how it can benefit your business, be sure to watch this episode now!


Additional Resources

📑 Blog: Customer Success Career Development

🎥 Video: Hiring the right customer success managers

🎥 Video: Getting your FIRST CSM (Customer Success Manager) Role

🎥 Video: From ACCOUNT MANAGER to Customer Success Manager (CSM)

🎥 Video:  ACCOUNT MANAGERS vs. Customer Success Managers (CSM's)

🎥 Video:  Leadership EXPECTATIONS From The Customer Success Function


Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

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

2. Join Our YouTube Community — 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 — 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


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Evolution of CS
Engagement model
Reduce Churn
Educate the industry
Support Approach
Adapt CS as a methodology
Company's goal
Key factors
Churn reason
Design right CSM function
Deliver self-service product
Format of each role
Splitting CS function