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Listen "We're grateful for CSMs! With Tyler Rogers, Sr CSM @BrainStorm"
Episode Synopsis
Happy Thanksgiving week!
Host Todd Kirk and guest Tyler Rogers express gratitude for the often-overlooked role of CSMs, who bridge the gap between product and customer needs, manage renewals, and enhance the customer journey.
Tyler shares insights from his 15 years of experience as a CSM, emphasizing the balance of relationship management and expertise required to succeed in this role.
Takeaways
Customer success is about building strong relationships.
CSMs must balance empathy with product advocacy.
Renewals are crucial for long-term customer retention.
Effective CSMs are organized and proactive.
The customer journey involves multiple touchpoints.
CSMs play a key role in onboarding and support.
Gratitude can enhance workplace relationships.
CSMs need to be both scientists and artists.
Transforming customers into champions is vital.
A fulfilling CSM role contributes to a better world.
Contents
00:00 Introduction and Gratitude for Customer Success
09:43 Navigating Paperwork and Renewals
16:05 The Customer Journey and CSM's Role
21:12 Transforming Customers into Champions
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
Host Todd Kirk and guest Tyler Rogers express gratitude for the often-overlooked role of CSMs, who bridge the gap between product and customer needs, manage renewals, and enhance the customer journey.
Tyler shares insights from his 15 years of experience as a CSM, emphasizing the balance of relationship management and expertise required to succeed in this role.
Takeaways
Customer success is about building strong relationships.
CSMs must balance empathy with product advocacy.
Renewals are crucial for long-term customer retention.
Effective CSMs are organized and proactive.
The customer journey involves multiple touchpoints.
CSMs play a key role in onboarding and support.
Gratitude can enhance workplace relationships.
CSMs need to be both scientists and artists.
Transforming customers into champions is vital.
A fulfilling CSM role contributes to a better world.
Contents
00:00 Introduction and Gratitude for Customer Success
09:43 Navigating Paperwork and Renewals
16:05 The Customer Journey and CSM's Role
21:12 Transforming Customers into Champions
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
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The Evolution of Customer Success Strategies with Dan Steinman, Director @ Colson Fellows
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In God we trust