The CSM mindset shift from relationships to revenue with Noah Little, CSM coach
Description
In this episode Todd Kirk and Casey Trujillo bring on Noah Little, an experienced Customer Success Manager coach, who shares his journey and insights into the evolving role of CSMs. Noah discusses the importance of focusing on revenue generation rather than just relationship management, introducing his Revenue Impact Framework. He emphasizes the need for CSMs to adapt to changing market conditions and to be proactive in retaining customers.
Takeaways
Noah has helped 113 CSMs find new jobs globally.
Success in job hunting requires persistence and effort.
CSMs must focus on revenue retention and growth.
The role of CSM is evolving towards revenue generation.
Building relationships is important, but not sufficient.
CSMs need to be product experts to provide value.
Negotiation skills are essential for modern CSMs.
Work ethic is crucial for success in the CSM role.
Transparency in communication builds trust with customers.
Taking ownership of mistakes is essential for CSMs.
Identifying untapped potential in customers can drive growth.
Prioritizing company interests while supporting customers is key.
Contents
00:00 Introduction
01:55 Noah's Journey in Customer Success Management
05:49 The Revenue Impact Framework Explained
10:21 Shifting Mindsets: From Relationship Management to Revenue Focus
17:09 The Evolving Role of CSMs in Today's Market
24:10 The Future of CSM Services and Value Proposition
25:32 The Role of Customer Success Managers (CSMs)
28:38 Essential Skills for CSMs
29:08 Work Ethic and Transparency in CSMs
34:03 Taking Ownership and Accountability
41:38 Identifying Untapped Potential in Customers
46:51 Mindfulness and Clarity for CSMs
Resources
Credits
Show direction: Debra Wilson
Show manager: Angela Allred
United States
