Tell us something fun about yourself.
I’m obsessed with psychology. Neuroscience, NLP (Neuro-Linguistic Programming), CBT (Cognitive Behavior Therapy)… I can talk about it all day - just like I can with CS. But that’s kind of perfect because now that I coach new Customer Success Leaders, I get to talk about both all day!
If you could go back in time, what would you tell yourself as a new CSM?
Everything is not an emergency. The customer will not churn if you eat your lunch before replying.
What book, podcast, or influencer do you recommend checking out?
The book “Never Split the Difference” by Chris Voss, who is a former FBI hostage negotiator. He explains how to negotiate in surprising ways that will appeal to those in CS as a lot of it is based in empathy. Many of us have a tendency to be pushovers and this can help with that while still staying true to our values.
What is the one tech tool you can't live without?
Trello. It may not be the flashiest but I have a whole system I built in there to help me manage everything that comes with being a CS leader. It acts as a task manager, project management tool, resource center, and personal CRM. It also acts as a parking lot for things I want to work on but aren’t the top priority at this moment. Basically, at this point, I don’t have to keep anything in my brain.
How can those looking to break into CS get started?
I’d definitely try to focus on a field where you have subject matter expertise. Teacher? Check out EdTech. With so many people in CS looking for work, you need to figure out what differentiates you.
What's next for Customer Success?
I think it’s pretty clear CS is pivoting hard into upsell/cross-sell. That’s a function of the economy at the moment but I think that will ultimately get CS more of a seat at the table - so long as we don’t forget about retention and advocacy as well!
What’s something you recently learned the hard way?
The fates have been generous with my learning lately, but one thing that far too many CS leaders learn the hard was is: Don’t get a CS tool if your data is in terrible shape. (A customer intelligence tool might be another story though)
Is there anything else you would like to share?
If you’re new to CS leadership, definitely check out my website and newsletter where I simplify CS Strategy, Team leadership, and confidence so you can build a world-class customer success department without working overtime.
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