Spenda’s Post

Like many in Customer Success, I’ve had those “just checking in” days with my customers. At times, it can be tough to find a clear reason to reach out when there’s no urgent matter at hand. But I’ve learned that even these calls can make a big difference. Recently, one of those check-in calls turned into a truly meaningful moment. I reached out to a client, only to find her in a state of complete overwhelm. She was stressed about the amount of work she needed to complete before the week’s end. Sensing an opportunity to help, I asked her to walk me through her tasks and estimate the time each would take. Together, we listed: Number of tasks: 6 Estimated time: 5-7 hours total This simple conversation shifted the entire dynamic. By breaking things down and showing her a clear path forward, she felt less anxious and more in control. The takeaway? Even a “just checking in” call can become an opportunity to add real value. It’s in these moments we prove our worth as Customer Success Managers—by showing up, listening, and providing clarity when it’s needed most.

Ready to become a Customer Success Manager? 🚀 Explore the critical skills, educational background, and steps needed to help customers thrive and grow long-term relationships. 👉 Check out the full article here: https://lnkd.in/de6Nb472

In honours to the spooky season 👻 and as I celebrate my 4th year in Customer Success, I decided to do something daring. Here are my thoughts about Customer Success, my very first medium article is here to haunt your preconceptions! Six trends defining the field and the ways Customer Success is evolving to deliver more value than ever. Head over to Medium to read the full piece—if you dare ... 😌

Customer success is a lot like climbing a mountain. It’s not always easy, and it’s rarely straightforward. Every step, every conversation, every solution we provide to our incredible customers, is part of a journey toward building lasting trust and loyalty. As a Customer Success Manager at Further, I’m reminded daily that success is about so much more than quick wins. It’s about understanding where our customers are headed, helping them tackle challenges, and celebrating their progress along the way. Sometimes, it means taking that extra step with them, even when the path gets steep. Customer retention is hard work, but there’s nothing more rewarding than knowing our customers feel supported and valued. It’s what drives me and keeps me passionate about this role here at #FURTHER! Here’s to pushing forward together and making every step count! 🚀 #CustomerSuccess #CustomerRetention #FURHTER #SeniorLiving #BuildingTrust

Wanna stand out as a Customer Success Pro this quarter? Here are 3 things you should do… 👇 1️⃣ Be proactive Anticipate your customer’s needs before they ask. It’s all about staying ahead of the curve. 2️⃣ Own the results Customers don’t just want promises. They want measurable outcomes and quick wins. 3️⃣ Communicate clearly No one likes surprises—keep everything transparent. Simple, honest communication builds trust. Sound basic? Let's not overcomplicate things. Being great starts with small repeatable steps. Here’s the thing: Success in Customer Success isn’t complicated. It’s about doing the basics exceptionally well. Proactivity = Fewer escalations. Accountability = More trust. Clear communication = Stronger relationships. The CS pros who master these three will always rise. Consistency and follow-through set you apart. ———————— 📩 Want more? Try my free newsletter. Click the link in my profile. ♻️ Repost if this helped or inspired. 🔔 Follow me, Anika Zubair, or The Customer Success Pro, for more.

Customer success isn't all sunshine and rainbows. It's a tough gig. Most people think it's all about keeping customers happy, but it's so much more than that. It's about understanding their needs, their pain points, and their goals. You have to be able to anticipate problems before they occur. And when they do occur, you have to be the one to solve them. You have to be a good listener, a problem solver, and a strategist. You have to be patient, empathetic, and resilient. Most importantly, you have to be able to handle pressure. Let me know what you think about the video below

When a customer success team tries to be everything for everyone, it ends up depleating its super power. 🦹♂️ The truth is, many customer success teams are facing an identity crisis. They're juggling too much: - Onboarding 📚 - Support escalation 🆘 - Renewal management ⏳ - Acting as relationship managers 💼 - Being product advisors 📋 - Consulting 💡 - And more... So, how do we solve this puzzle? 🤔 Imagine designing your organization without a customer success team: - Products that are self-sufficient 🏗️ - Full-scale support 🛠️ - First-value driven by implementation 🔑 - Customer engagement powered by marketing 📣 - Renewals managed by specialists 🔁 - Upselling owned by account managers 💰 Then introduce customer success managers back in, not as gap fillers, but as master consultants guiding customers to realize, measure, and communicate the value they're getting from your product. It’s about creating true customer success that spans the entire company, not just the responsibility of CSMs. Think about it—what novel heights could your customer success managers reach if they were freed from patching up the customer journey? 🌟Let's rethink customer success together.🌟 What’s your take? Let’s start a conversation!

My journey in Customer Success (3/N): Who am I? Following my initial role, I delved into a world filled with ambiguity for the next few years. While these positions were all customer-facing, they didn't entirely embody the essence of what true Customer Success entails: Ensuring the success of customers through your product. Some of this time was spent as a client servicing manager, with the majority in operational roles. The routine was familiar – liaise with customers, coordinate with internal teams, deliver projects, and aim for profitability. Yet, amidst this, I sensed a gap. Side Note: In 2019, personal challenges hit me hard. I had to take time off for therapy due to clinical depression, a struggle that's difficult to articulate. However, let's reserve this discussion for more personal conversations. Throughout these experiences, I realized none of these roles truly prioritized delivering genuine value or driving tangible business outcomes for customers. It felt more about fulfilling obligations and generating revenue. This raised a fundamental question: Is this the true role of a Customer Success Manager? What's next? Stay tuned for the upcoming post in my series: My Journey in Customer Success. P.S. I'm not an expert but a learner, sharing my experiences. I'd love to hear your stories too – feel free to share in the comments or via DMs.

As a Customer Success Manager, my day-to-day often involves speaking with customers who are either frustrated with the service or considering canceling altogether. My role is to not only prevent cancellations but to also help them rediscover the value that can benefit their business. This happens when customers truly understand the value proposition and see you as someone committed to their success. Empathy plays a huge role here.. once people feel that you understand their concerns, they become more open to listening and collaborating. I've had many conversations where, together with the customer, we've mapped out a plan that completely transformed their experience. It's an incredible feeling when they call back months or even years later to express their gratitude for the recommendations that made a lasting impact on their business.

Are you feeling the weight of your role as a Customer Success Manager pressing down on you? Trust me, you are not alone. I have read countless threads on Reddit and it made me think what is causing these burnouts. Customer Success is the heartbeat of so many organizations. But with that title comes a myriad of expectations, often vague and ever-changing. One day you are expected to be a support consultant, the next day a cheerleader, and the day after that, a strategist. It is enough to make your head spin. In my Customer Success journey I have learned a few things. And one lesson stands out above all: boundaries are your lifeline. It's not just about setting them; its about maintaining those boundaries Because let's face it, if you do not prioritize your own boundaries, who will? Every organization has its own idea of what a Customer Success Manager should be. And that's okay—no company is the same. But amidst the chaos of different perspectives, one thing remains non-negotiable: clarity. Clear expectations, clear boundaries, clear responsibilities. How is this for you as a Customer Success Manager? Are your responsibilities and expectations clear?