Customer Success Leadership Community

  • 1.  CSM to a CS Ops Mgr role - how to best get started

    Posted 9 days ago
    Hello Everyone,

    I have been with my company for 8 1/2 years now in 2 different but semi-related positions: (5 years as a Sr. Provisioning Specialist and 3 1/2 years as a CSM/Sales Renewal Manager for SMBs ($8 million ARR)).
    I have made a substantial impact for both teams with my work (which is mostly why they chose me for this new role) and my current position entails a lot of what this new CS Ops Mgr position will have but there is a lot more to learn and do, to which I am looking forward to.

    In all honesty though, I have never had the actual title before and this is the first time our company is creating this position and it will be for our larger enterprise customers ($60 mil ARR), so I want to make sure I go about this in the right way and start off with a good footing.

    I haven't officially started yet but it is likely to start before year-end once I receive the official offer and I just want to be prepared.

    Any suggestions you have on how to best get started (i.e 90-day plan or roadmap)?

    Thank you in advance,


    Jennifer Frances

  • 2.  RE: CSM to a CS Ops Mgr role - how to best get started

    Posted 2 days ago

    @Jennifer Frances - Congrats on your upcoming adventure. It's an exciting time to be getting into CS ops​. I've made that leap and have helped a few others along the way. Happy to chat and offer you some guidance so that you feel ready to add incredible value on Day 1. 

    Shoot me a message or find me on Linkedin and we'll setup a time. Talk soon!

    Mickey Powell

  • 3.  RE: CSM to a CS Ops Mgr role - how to best get started

    Posted 19 hours ago
    Thank you Mickey. And thank you for your offer to help with advice, that's great. I will reach out to you via LinkedIn message. :)

    Jennifer Frances