THIS! So many CSM’s are great at the functional or being empathetic or the voice of the customer but feel off purpose when the discussion of commercial responsibility comes up. I would argue that there is no one better suited to identify growth (sales) opportunities for our customers than CSM’s. We will probably bear the brunt of the issues if there is a bad implementation or poor utilization so it’s in our best interest to only suggest new products that we know will benefit our customers. Let’s build strong strategic relationships with our Account Managers and lean in to the commercial “responsibility”.
Helping SaaS companies to deliver, grow, and monetize Customer Value with the CSM Operating System.
High paid CSMs don't dodge commercial responsibility. They embrace it. Because they have understood how "the game" works. They understand that 1️⃣ Selling as a CSM has nothing to do with being "pushy" or "sleazy" 2️⃣ Renewals, expansions, up- and cross-sells are the reward for delivering value 3️⃣ Customers are always looking to grow their value once they got a clear ROI on their initial investment 4️⃣ Growing customer revenue is about identifying and showcasing growth opportunities for them 5️⃣ The connection with additional resources and features is only made at the end 6️⃣ Following this value-first approach will not hurt customer relationships 7️⃣ This is the way to prove their value to the leadership and 8️⃣ The more revenue they create the better they will be paid no matter the incentive system Customer Success Management has changed. If you don’t change with it you'll be left behind. PS: Here's how I can help --> https://lnkd.in/dN2DUtDh #saas #customersuccess #customervalueledgrowth
Customer Success Manager | Helping Businesses Grow with Digital Marketing Strategies
8moYeah I agree Phil. It's a very sales centric role