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Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline.
Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Let’s get started with this week’s post!
From: Himanshu Patel, Customer Success Manager
Location: Pune, India
In May 2017, I joined the Icertis Customer Success (CS) Team as their first Customer Success Manager (CSM) and have just completed my second year. I came into this role with 9 years experience working in various roles, such as a technical support specialist and an Accelerated Value Specialist (AVS) with IBM, which has enabled my natural progression into the role of a CSM.
When I started as a CSM, I knew that successfully executing the role would show the value of having this function within our company as well as pave the way for other CSMs to be hired into the organization. This was my sole aim from the start and I have worked over the past two years to prove that customer success does make a difference in a customer’s journey. CSMs specifically can help enable clients to define and derive value from the product or services offered and, in the journey, create a mutually trusted partnership and relationship for years to come.
The following takeaways have helped my clients become more successful by achieving their desired outcomes, and in turn I’ve been able to prove the value of CS and CSMs to my company.
3 Key Takeaways from My First Two Years as a Customer Success Manager
1. Establish a Sales to Customer Success Handoff
2. Understand Implementation:
3. Remain Involved to Create a Trusted Partnership:
My time as a CSM so far has taught me that we must work to maintain and enrich our CSM mindset. We should always be looking for new innovative ways to serve our customers according to their desired outcomes or success criteria. As Arthur Ashe, an American professional tennis player, once said: “Success is a journey, not a destination. The doing is often more important than the outcome”.
The ultimate satisfaction in customer success as a culture comes when you see our client thrive and become successful through our products or services.
Other Blog Posts:
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