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Most of the work that Customer Success Managers do consists of collaborating with others, which is why communication and emotional intelligence are two of the top skills for highly successful CSMs.
CSMs should be able to speak to customers with confidence while maintaining a warm and comfortable environment. This way, Customer Success Managers can build relationships with the customers that they are trying to keep.
Not only do CSMs have to be empathetic and communicative, but they must also provide customers with tangible solutions to their business problems.
As such, the best CSMs are constantly striving to be proactive and have excellent problem-solving skills.
Moreover, a CSM who can analyze data can therefore make better predictions regarding customers’ needs and identify risks early. Remember, CSMs are responsible for having a profound understanding of the customers’ behaviors!
The most important thing to note is that CSMs don’t always need previous customer success experience!
Most of the key CSM skills are likely to be developed through previous jobs outside of customer success. Finding excellent CSMs from other departments or other industries is not unheard of.
Special thanks to Sean Ruane, founder of Mind Data for sharing this infographic to the customer success community.
Whenever you’re ready… here are 3 ways CSM Practice can help you build, optimize, or scale your Customer Success practice:
1.) Subscribe to our CSM Practice newsletter: Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. – Click Here
2.) Join The Customer Method™️: It’s our business strategy mastermind program where smart small business owners and startup executives learn proven strategies to increase customer lifetime revenues by improving product adoption, enhancing the value proposition, and scaling their customer-facing operations. Apply today to join!
3.) Work with our Team in Private: If your business is struggling to keep your customers and increase their lifetime value over time, and you would like to quickly turn things around. Apply to work with our team in private, simply submit this short form and let us know your key challenges in working with clients, and what you’d like us to work on together, and we’ll send you more details
