CSM Practice - The Customer Success Podcast
Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!
CSM Practice - The Customer Success Podcast
Four Key CSM Role Profiles you want to hire for!
In this podcast episode, Guy Galon, provides valuable insights for those building their customer success team. He introduces the ๐๐ฎ๐ฅ๐ญ๐ข-๐๐๐๐๐ญ๐๐ ๐๐๐ 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 "๐๐ซ๐จ๐ฃ๐๐๐ญ ๐๐๐ง๐๐ ๐๐ซ,"
- The "๐๐๐ญ๐ ๐๐ง๐๐ฅ๐ฒ๐ญ๐ข๐๐ฌ"
- The "๐๐จ๐ฆ๐๐ข๐ง ๐๐ฑ๐ฉ๐๐ซ๐ญ/๐๐ซ๐ฎ๐ฌ๐ญ๐๐ ๐๐๐ฏ๐ข๐ฌ๐จ๐ซ," and
- The "๐๐๐ ๐จ๐ญ๐ข๐๐ญ๐จ๐ซ"
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!
โพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธโฝ๏ธโพ๏ธ
Additional Resources:
๐ Blog: The Multi-Faceted CSM
https://bit.ly/3tubfp6
๐ Blog: What is a Customer Success Manager?
https://bit.ly/3t1YnGg
๐ Blog: 3 Interview Tips for Hiring Customer Success Managers
https://bit.ly/3M1QpDQ
๐ฅ Video: Steps in hiring the right customer success managers
https://bit.ly/38SJLSV
๐ฅ Video: Recent trends in HIRING Customer Success Managers (CSM's)
https://bit.ly/38Xb9Px
โฌ Infographic: Four Key CSM Role Profiles you want to hire for!
https://bit.ly/4bUoxjc
โฌ Download the Guide: Multi-faceted CSM Model
https://bit.ly/432k5e1
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