A Few Untold Customer Success Manager Basics

Drawing from My Experience as a CSM- Skills no one tells you about.....

Thinking to move into Customer Success? I have something to share with you. I’ve encountered a variety of challenges and learning moments that go beyond standard job descriptions. The following points reflect some untold basics that I’ve picked up from my hands-on experience in the field. These insights might help you navigate the complexities of this demanding role more effectively.

To CS Ops or Not to CS Ops?

Customer Success Managers (CSMs) often face the dilemma of whether to align closely with CS Ops. While CS Ops offers operational support and insights, as a CSM, you need to recognize when to step in or step back. CS Ops can guide strategies, but it’s your relationship with clients and internal teams that will determine success. This balance is crucial for effective client management.

You Don't Need to Check Every Box

Throughout my career, I’ve learned that a job description is a wish list rather than a strict requirement list. Don't be discouraged if you don’t tick every box. If a job posting mentions experience with Salesforce, Gong, or Jira and you haven’t used them, don’t dismiss the opportunity. Reflect on tools you've mastered. Whether it’s Trello for managing workflows or a different CRM, your adaptability and willingness to learn is what matters. CSMs need to be tool-agnostic, capable of picking up any system quickly.

The Main Point of Contact

Being a CSM means becoming the primary touchpoint for your clients post-sale. Clients look to you for answers and guidance, but that also means navigating your internal organization. As the face of the customer within your company, you need to know who can execute specific tasks. Building and maintaining strong internal relationships is as important as managing your clients.

Staying Close to Key Players

In Customer Success, it’s not just about solving immediate problems; it's about staying proactive. Keeping close to the people who can execute on promises—whether in product development, technical support, or marketing—ensures that you can deliver on your commitments to the client. You are the conductor of an internal orchestra, making sure each department plays its part.

Bridging the Tech Gap

One of the most underestimated parts of being a CSM is understanding the technology behind your product. Clients expect you to be their trusted advisor, and technical literacy can bridge the gap between their expectations and what your internal team delivers. Learning the basics of APIs, integrations, and product configurations will set you apart and empower you to have deeper, more meaningful conversations with both the client and your product teams.

Mastering Multitasking

CSMs need to master the art of multitasking. Each client has a unique set of needs, and it’s easy to get overwhelmed. I’ve found that creating a mental map of all action items is invaluable. Whether it’s maintaining a bucket list of client tasks or juggling internal meetings, keeping everything organized and accessible ensures nothing slips through the cracks.

Learning and Unlearning

As the world of SaaS evolves, so do the skills required to succeed. One of the most valuable lessons I’ve learned is that it’s not enough to constantly learn new things—you also need to unlearn outdated habits and processes. When software and client needs shift, holding on to old methods can be detrimental. It’s essential to stay agile and embrace change.

Mastering the Product and Knowing the SaaS Industry

It’s a given that you need to master your product, but equally important is understanding the broader SaaS landscape. Clients may often look to you for advice on integrations, partnerships, or even new platforms that complement your product. Your ability to connect the dots between your product and other industry trends can build immense trust with clients and position you as a strategic partner.

Be Ready to Be Disheartened

One of the hard truths of being a CSM is that your efforts often go unnoticed. You may spend hours solving problems, improving processes, or going the extra mile for clients, but it’s rare to receive acknowledgment. You need to be self-motivated, as external recognition is limited in this role. Keep your focus on the client’s success rather than expecting immediate praise.

Fighting for the Truth Can Be Harmful

While it’s important to stand up for what's right, know that pointing out the truth, especially when other teams are involved, can backfire. Other teams might not appreciate being blamed, and eventually, the accountability may fall back on you. This can lead to frustration and potential internal conflict. It's essential to pick your battles wisely and develop a strong heart to manage these situations.

Becoming the CEO of Your Account

As I’ve said many times before, becoming the CEO of your account is key. A CSM is not just a manager; you need to gain knowledge in multiple domains. Learn the tech side, understand contract terms, legal aspects, and local business operations paperwork. Get comfortable with accounting and billing processes. Know how to forecast opportunities and Customer Success Qualified Leads (CSQLs). Be the HR, learning to hire when necessary, and know implementation inside out. Be a financial planner and forecaster, a salesperson ready to upsell and negotiate, and a marketer who can sell yourself and create compelling PowerPoint decks. You need to be a jack of all trades and wear many hats in this role.

Handling Tough Clients with Empathy and Confidence

Empathy is a critical skill in Customer Success, but so is the ability to face tough clients head-on. Every client is different—even those from the same region or industry may have wildly different needs and expectations. It’s important to approach each with a balance of understanding and assertiveness, ensuring that difficult conversations lead to positive outcomes.

Tagging Tasks and Managing Time

Effective time management is often the make-or-break factor for CSMs. I’ve learned that if I don’t tag tasks with deadlines and align them to calendars, things can fall apart quickly. Planning ahead ensures that you meet client expectations and internal deadlines, but be ready to adjust as priorities shift.

Balancing Work and Passion

As a CSM, it’s easy to find yourself on-call around the clock. The demands of the role can challenge your ability to stay connected with personal passions. It’s critical to set boundaries, manage priorities, and understand that it's okay if your passion projects need to take a back seat temporarily.

Taking Ownership—You're On Your Own

Finally, the most important lesson I’ve learned is that as a CSM, you are often on your own. When things go wrong, whether it’s due to internal mistakes or client miscommunication, the finger will likely point at you. Taking ownership means not just solving problems but also being prepared to stand up for your actions—and sometimes for your entire team. Be ready to carry the weight of responsibility, and know that resilience is key to thriving in this role.

Being a Customer Success Manager is a rewarding yet challenging role that demands a mix of skills ranging from tech savviness to empathy and leadership. You will often feel like you're on your own, balancing multiple roles with little recognition. But if you can master the art of multitasking, stay adaptable, and continue growing your knowledge across domains, you will thrive. Remember, being the "CEO of your account" means taking ownership of every facet of your client's success—embrace it, and the rewards will follow.