This is how you should be ONBOARDING a NEW CSM (Customer Success Manager)!

In this insightful podcast episode, we dive into the world of customer success with our special guest, Sharon Zanandrais, the Manager of Customer Success Team at Take Blip, a renowned company with over 2000 employees.

Sharon has accomplished remarkable feats, rapidly building her CSM team while achieving unparalleled customer satisfaction and an impressive NRR rate. The key to her success? A meticulously crafted CSM onboarding process!

Join us as Sharon openly shares her innovative CSM onboarding framework and unveils the contributing factors behind her team's remarkable achievements. In this episode, you'll discover:

• The essential qualities of a successful CSM team: proactivity, predictability, problem-solving orientation, and a focus on customer data.
• The importance of allowing sufficient time for new CSMs to adjust during the onboarding process.
• Strategies for making impactful CSM hires, including the need for excellent communication skills and expertise in your product or technology.
• The significance of adaptability in a team leader, enabling them to stay competitive amidst industry changes.

Tune in to gain valuable insights and practical tips from Sharon Zanandrais, and learn how to set your CSM team on the path to unprecedented success. Get ready to unlock the full potential of your customer success initiatives in this enlightening podcast episode!

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Additional Resources:

🎥 Video: Proving the VALUE of Your CUSTOMER SUCCESS Team
       https://bit.ly/3tIj4HF

🎥 Video: 2021 HIGH PERFORMING Customer Success Teams
      https://bit.ly/3Hzmsdz

📑 Blog: 10 Traits of High Performing Customer Success Teams
      https://bit.ly/3bk3VGt

📑 Blog:Productivity Tips For Customer Success Teams – PART 1
      https://bit.ly/3PSLwAi

📑 Blog: Productivity Tips For Customer Success Teams – PART 2
      https://bit.ly/3z42y8l

⏬  Infographic: 10 Traits of Highly Performing Customer Suc

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:

1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Chapters

• 0:00 Intro
• 3:00 Brief Introduction
• 4:31 High-performing teams
• 6:59 Proactive CSMs
• 8:08 Onboarding Program
• 10:33 New Hire Orientation
• 10:33 Training Program
• 15:27 Team Performance Factors
• 19:27 CS Responsibilities