by It all depends
A podcast where we go beyond theory & offer practical insights directly from experienced CSMs. We explore various aspects of the role, including working collaboratively with Sales teams, daily habits, Inbox/calendar management, overcoming challenges, learning from failures, and more. The goal is to equip CSMs like you with actionable & tactical insights that you can immediately apply and test in your own job.
Language
🇺🇲
Publishing Since
7/26/2023
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December 20, 2024
Prash engages with JP, a Customer Success Manager at Posit, to discuss key strategies for achieving customer success through prioritization, collaboration, and effective communication.
December 18, 2024
Customer Success Manager Nabeeda Bakali-Abrar shares her expertise on prioritization, effective communication, and storytelling to achieve balance and prevent burnout in demanding CSM roles.
November 7, 2024
<p><strong>Summary</strong></p> <p>In this episode of the It All Depends podcast, host Prash speaks with Sam Kraus, a Customer Success Manager at Quantiv. They discuss the intricacies of customer success management, including the responsibilities of a CSM, the importance of prioritization, essential skills like diplomacy, and strategies for handling difficult conversations. Sam shares insights on daily habits, effective note-taking, and the significance of collaboration with account executives. The conversation also touches on learning from failures and the importance of formalizing processes within customer success teams.</p> <p><br /></p> <p><strong>Takeaways</strong></p> <ul> <li>Customer success is about understanding client needs.</li> <li>Prioritization is key to effective customer management.</li> <li>Diplomacy helps in delivering bad news to clients.</li> <li>Transparency builds trust during difficult conversations.</li> <li>Daily routines can vary greatly for CSMs.</li> <li>Data-driven decisions enhance customer success efforts.</li> <li>Formalizing processes improves collaboration between teams.</li> <li>Learning from failures is crucial for growth.</li> <li>Collaboration with sales is essential for client success.</li> <li>Engaging with the customer is vital for understanding their goals.</li> </ul> <p><br /></p> <p><strong>Chapters</strong></p> <p>00:00 Introduction</p> <p>01:12 About Quantiv and the OKR methodology</p> <p>04:24 Collaboration with Account Executives</p> <p>05:19 Number of customers and onboarding</p> <p>07:44 Prioritization and the 80/20 rule</p> <p>09:11 Diplomacy as a skill in customer success</p> <p>11:20 Skills for success as a CSM</p> <p>13:50 Approaching difficult conversations</p> <p>15:48 Daily habits and calendar management</p> <p>21:45 Working with Account Executives</p> <p>30:15 Learning from failures</p> <p>33:40 Recommendation for next guest</p> <p>35:37 Closing remarks</p> <p>35:37 Podcast Video Intro YT.mp4</p> <p><br /></p> <p><br /></p> <p><br /></p>
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JP
Guest
Nabeeda Bakali-Abrar
Guest
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A podcast where we go beyond theory & offer practical insights directly from experienced CSMs. We explore various aspects of the role, including working collaboratively with Sales teams, daily habits, Inbox/calendar management, overcoming challenges, learning from failures, and more.
The goal is to equip CSMs like you with actionable & tactical insights that you can immediately apply and test in your own job.
This podcast updates bi-weekly.
This podcast is available on 7 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
Yes, this podcast regularly features guests.
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