3 Mistakes I learned as a new Customer Success Manager in Tech

April Edition Lets Dive in!

May 9, 2024

Colin Foley

A few months ago, I asked senior CS leaders one simple question:

“What early career mistake will you never make again?”

What I ended up walking away with was a messy notepad full of notes, a completely new way of seeing the world, and 3 profound mistakes everyone (from intern to executive) should avoid in their career.

Let’s dive in:

Mistake #1: Not Asking Questions or asking for help

Too often, new CSM's choose to blaze their path on their own.

They don't want to appear desperate or not confident in their entry in Customer Success. They think their past experience will automatically lead to current success. Only to end up in a position of being overwhelmed and too far down the river without a paddle or support system.

Instead, new CSMS's should be focused on asking for help and asking lots of questions! This helped me tremendously in my beginning onboarding as a new CSM.

This is what ends up leading to better working relationships, better knowledge of the product, and more confidence.

Mistake #2: Only learning the product at a surface level

A good CSM will and should dedicate most of their onboarding to gaining traction and knowledge on the new product. this will lead to better adaptability and knowledge about the new company and your core product

A bad CSM only wanting to learn the surface level, will remain surface level and never become strategic in their client conversations.

But a legendary CSM who learns the product inside and out will lead amazing strategic conversations with their clients and make amazing internal impact as well. I learned this first hand in my early days in tech and spending ample time dedicated to learning the product pays dividends.

You must prioritize this approach so you can focus your attention to the client discussions, renewals, goals, KPI's and being an impactful contributor to your company

Mistake #3: Not taking care of your health

Until you’ve reached optimal work, life and relationship goals, don’t take your eye off the ball, and continue to set goals and push forward

This area was eye opening to me and something I really resonated with as I had come from a hotel background which proved exhausting and burnout.

I had created a life where I was working 14 hour days and being pulled in all directions, and not taking care of my health.

This approach all changed when I entered tech and the CSM space while being in a remote position.

I dedicated my life to building up my health both physically and mentally.

From the senior leaders point of view this is a critical step to increase:

Focus

Discipline

Clarity

Increased motivation on client calls

I learned that having a routine in the morning centered around fitness and family set me up for success in my CSM day and on client calls.

I had more energy, more focus for deep work and more resilience for client issues.

I make it a priority now to workout every morning, eat well, track my steps and spend time with my family.

Take these 3 mistakes to heart and I promise the tech journey will be a successful one.

If you have questions or want to dive deeper into my fitness or health routine I'd love to connect!

[email protected]

Peak Fitness

https://colinfoley.substack.com/publish/home