Customer Success Leadership Community

How do you introduce CSM's role?

  • 1.  How do you introduce CSM's role?

    Moderator
    Posted 09-24-2020 11:28
    How do you introduce the CSM role to your customers on decks and kickoffs?

    - Trusted Advisor
    - Your company advocate

    What else do you add?
    #CustomerSuccess
    #Roles&Responsibilities

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    Effie Mansdorf
    Global Head of Customer Success
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  • 2.  RE: How do you introduce CSM's role?

    Posted 09-24-2020 12:58
    Hey Effie,

    I don't overcomplicate it.  

    In the Intro email from the AE to the new customer, the CSM is introduced as .. their CSM.  I'm less concerned about titles and more focused on setting expectations around what the CSM is here to do.  Also, our intro email is structured by categories like "Success" and "Growth", i.e. CS and Account Management.  It looks a little something like this, for the CSM:

    "Finding Searchmetrics Success:
    Nancy Smith, cc'd, will be your dedicated Customer Success Manager and primary contact.  They will be your long-term strategic partner helping you leverage the data and driving you towards achieving your organic search goals.  They will lead your team through the initial onboarding and provide ongoing guidance throughout the partnership, while helping you to organize your team structure within Searchmetrics."

    The CSM reiterates this in the Partnership Kickoff call as well.

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    Shari Srebnick
    Head of Client Success - US
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  • 3.  RE: How do you introduce CSM's role?

    Posted 09-24-2020 13:05
    To differentiate from other roles (onboarding, training, support), we often describe CSMs as a customer's ongoing resource/primary contact for strategy and best practices. I am very curious how others do it as well! 

    Ashton

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    AL
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  • 4.  RE: How do you introduce CSM's role?

    Moderator
    Posted 09-25-2020 08:21
    Domain expert
    Strategist
    Connector

    Someone who will be working to understand your goals and how to best leverage our products to achieve them.
    On Sep 24, 2020, 11:30 AM -0400, Effie Mansdorf via Gain Grow Retain <community@gaingrowretain.com>, wrote:
    How do you introduce the CSM role to your customers on decks and kickoffs? - Trusted Advisor - Your company advocate What else do you add? ... -posted to the "Customer Success Leadership Community" community
    Gain Grow Retain

    Customer Success Leadership Community

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    How do you introduce CSM's role?
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    Effie Mansdorf
    Sep 24, 2020 11:28 AM
    Effie Mansdorf
    How do you introduce the CSM role to your customers on decks and kickoffs?

    - Trusted Advisor
    - Your company advocate

    What else do you add?
    #CustomerSuccess
    #Roles&Responsibilities

    ------------------------------
    Effie Mansdorf
    Global Head of Customer Success
    ------------------------------
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  • 5.  RE: How do you introduce CSM's role?

    Posted 09-28-2020 19:18
    "My job is to ensure your success and satisfaction throughout our business relationship."

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    Ed Powers
    Consultant
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  • 6.  RE: How do you introduce CSM's role?

    Posted 09-29-2020 11:38

    I use the same talk track as @Shari Srebnick and do emphasize the expertise my teams brings to our company and the customer from their previous industry experience and emphasize the phrase "trusted advisor" for sure. We say the talk track while having this slide up in our Kickoff call as well. :)

    Your Customer Success Manager

    ​​



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    Yanira "Janita" Sesniak
    Vice President of Customer Success
    IngeniousIO
    ysesniak@gmail.com
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  • 7.  RE: How do you introduce CSM's role?

    Posted 10-05-2020 05:29
    My tongue in cheek response is " we keep the promises your sales person makes". This usually breaks the ice and I then build on that...

    The role of the CSM is to ensure you realise the maximum value from your investment in the solution. The CSM will connect you with the right people, the most relevant resources and access to the data to ensure you achieve your outcomes.

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    Matt Myszkowski
    VP, Customer Success Management, EMEA
    SAP
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  • 8.  RE: How do you introduce CSM's role?

    Posted 09-29-2020 11:36
    This is the same on our end as well @Shari Srebnick!​

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    Yanira "Janita" Sesniak
    Vice President of Customer Success
    IngeniousIO
    ysesniak@gmail.com
    ------------------------------



  • 9.  RE: How do you introduce CSM's role?

    Posted 10-01-2020 08:24
    I tend to use the following bullet points when introducing myself to a new customer:
    • My job is to ensure you receive maximum value from the platform. I can help you do that by understanding your overall business objectives and connecting them to platform features and capabilities
    • I have a background in ecommerce and CPG, so if you want to get nerdy and tactical about selling to XYZ retailer or ecommerce strategies, I love doing that also. (...I do this because it opens people up, tells them I know what they're going through in their day jobs, and can usually get some good insight on their actual goals in these conversations....)
    • I'm not going to be the technical expert. We have a full Support team to help with that, and you would want to leverage them before me for those types of questions (....this is specifically to separate my role from day-to-day support issues....)
    • I will work with you on a Success Plan, connecting your goals to the platform tactics...and we'll use that as our guiding light throughout our relationship (...this puts the focus on the Success Plan and touches on it just enough, usually w/ an image of it, so the next time I bring it up they've seen it before...)


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    Andrew Schneider
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