September 26, 2018

CSM from the Trenches: Mentors – Quinton Ayers, Director of Customer Success, SalesRabbit

CSM from the Trenches: Mentors – Quinton Ayers, Director of Customer Success, SalesRabbit

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

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.

Mentor Questions

This segment of the series focuses on 7 mentor questions for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers.

Let’s get started with this week’s post!

From: Quinton Ayers, Director of Customer Success
Company: SalesRabbit
: Lehi, Silicon Slopes, Utah

Question 1

What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? How has it helped you?

More of a tactic, but my team has started to pick up the phone more instead of shooting off so many emails. I think it's really easy to resort to sending off a bunch of emails as you work through your to-do list,  but there are some conversations that merit a phone call. It's harder to really "reach" customers through email when you need to convey an important message.

We've also started using a product called Loom to send videos/screen recordings over email for certain questions (e.g., if a customer asks a specific question about a specific feature, we just record a quick screen recording to email back instead of just writing out a description).

Question 2

What are one or two things you typically do during the first hour of your day that leads to a productive day?

I love to exercise first thing in the morning. I'm like 1,000% more productive,  energized, and happy throughout the day when I workout in the morning (while listening to rap music, of course).

Question 3

What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why?

Limiting it to 3 is painful. I'm obsessed with learning and try to read as much as I can.
Here are a few:

  1. Radical Candor" by Kim Scott. If I could only recommend one book to new managers, it would be Radical Candor; Transformative principles that have greatly influenced how I approach managing people. Care personally + Challenge directly.
  2. "Good to Great" by Jim Collins. This is probably my all-time favorite business book. I was fortunate enough to find this book early in my career, and have internalized and greatly benefited from many of its principles, e.g., "good is the enemy of great," "face the brutal facts," "get the right people on the bus, the wrong people off the bus, and the right people in the right seats."
  3. "The Tim Ferriss Show" (podcast). I'm a podcast junkie, and this is probably my top pick. Really long and not overly produced episodes, but I've discovered countless gems from listening regularly over the years.

Question 4

How has a failure, or apparent failure, during your time as a CSM set you up for later success? Do you have a “favorite failure”?

I subscribe to Marc Andreessen's take on failure, "The idea of fail-fast is catastrophic if it is applied to strategy and goals", but is appropriate if applied to tactics. I think over-celebrating failure is dicey and a bit of a trend. It's important to tolerate some types of failures so people will be innovative and try new things, especially new tactics, but the negative impact of strategic failures can be too costly.

I try really hard to get the strategic things right (and not fail), but am much more experimental with tactics. That being said, I've failed plenty. With customers, I have learned the hard way about the negative effects of not spending enough time in discovery mode and not getting clarity around their expectations, objectives, and processes.

Question 5

What do you find most fulfilling about being a CSM?

I think there are a lot of things about working in customer success that are incredibly compelling and fulfilling. In general, being able to help businesses achieve results that they could not otherwise achieve without your product and services is very rewarding. A lot of the time, the success of the key contacts and individual people you work with will hinge on their effectiveness in implementing your product and delivering value to their organization. Helping them to look like a rock star is a win-win situation and a ton of fun.

Question 6

If you had to give one piece of advice to another CSM, what would you say and why?

Invest time in becoming a masterfully persuasive communicator and learn to ask really great questions. Persuasion is the ability to influence. Your ideas won't get any traction if you can't persuade and influence other people, especially your customers.

Question 7

What is one customer success principle you try to live by?

Strive to communicate, demonstrate, and deliver value in every client interaction.


Want to share your mentor advice? Submit your answers here.


Here are other customer success resources:

Customer Success eBooks:

Customer Success as a Culture: Customer Success Leaders Edition

Ultimate Guide to SaaS Customer Success Metrics

Other CSM from the Trenches Posts:

Cole Sanders, ClientSuccess – 3 Principles I Learned in My First Year as a CSM

Sam Feil, ClientSuccess – 3 Best Practices that Drive Powerful Customer Experiences (How to Avoid the Dreaded Car Dealership Experience)

Erica Newell, Marketware – 5 LinkedIn Best Practices to Build, Grow, and Improve Client Relationships

Mieke Maes, Intuo – 5 Keys to an Effective Customer Apology

SoapBox Team Shout-Out

Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter


Thank you! We have received your submission.