Tell us something fun about yourself.
I started my career working on a cruise ship! My job was to host bingo games, dance parties and just make sure people had fun on their vacation. It allowed me to travel to awesome places like Alaska, Hawaii and even Australia!
What book, podcast, or influencer do you recommend checking out?
There are so many fantastic CS coaches, but I will say Carly Agar. I had the privilege of working with Carly and she really helped me gain a deep understanding of the business metrics of Customer Success, and how to properly leverage my past experience into the role. She also offers so many resources for free to anyone that is looking to break into CS without prior experience.
What is the one tech tool you can't live without?
I would say Gong because of the ability to automatically take notes on a call. I love the fact I can focus on listening to the customer without worrying about missing something and the insight data provided when reviewing my calls allows me to constantly improve.
What are you most excited about for your new role as a CSM?
Coming from Sales I love helping my customers uncover problems and find solutions. Now as a CSM, I get to be part of their entire journey from implementation to renewal and I can’t wait to build those relationships and become a trusted advisor.
How can those looking to break into CS get started?
Reading CS Insider is a great start! (shameless plug) but we do the work for you in finding all the best resources out there from events, articles and LI posts! Follow Carly Agar, Jeremy Donaldson, Jan Young, Kevin Leonor…..and dozens more incredible thought leaders in the space who share tips daily. Lastly I would highly recommended the CCSM Level 1 Certification from Success Coaching. I found it quite affordable and it taught me all of the key frameworks needed to be a successful CSM.
What is something that gets cooler/more interesting the more you learn about it?
100% ChatGPT and the explosion of AI tools. These tools will make all CSMs more productive, and allow for deeper customer conversations and impact, which is what really matters. And hopefully, they don’t take over the world Skynet style!
Connect with Kenneth on LinkedIn