Best Of
Finding CSM Talent
We're a $400M DXP/SaaS company with 1500+ employees and a dedicated CS recruiter. I'm looking to hire mid-market centric CSMs for my team that have the right intangibles, multi-product expertise, and experience. With the endless supply of "THE BEST CS JOB BOARD" places to post a listing and the avalanche of messages that comes when posting "I'm hiring" on LinkedIn, where is everyone actively looking for jobs and hiring for roles?
Entry Level CSM Role
Where should one start if they are looking to ''break into Customer Success''?
What companies hire entry level talent?
Re: 📕 The Strategic Customer Success Manager has officially launched
My new book 📕, The Strategic CSM has officially launched. It’s been well received by the CS community with over 90 Amazon reviews globally and has received a “Top New Release” designation from Amazon across several categories in 4 countries
The Kindle is currently being offered for $.99 until Sunday.
https://mybook.to/strategicCSM
Re: Outsourcing Customer Success/Account Management
Great topic — and one that’s becoming more relevant as CS teams are being asked to do more with less.
I think outsourcing parts of Customer Success can absolutely work — but with clear boundaries and expectations. Here's what I've seen work well:
When Outsourcing CS Does Work:
Scaled/Tech-Touch Programs: For lower-revenue or high-volume accounts, outsourcing onboarding, check-ins, and renewals (through playbooks or CSM-as-a-Service models) can maintain quality without burning out internal teams.
Tactical Support: Tasks like data cleanup, QBR prep, product training, or basic support follow-ups can be handed off with minimal risk — as long as knowledge transfer is tight.
24/7 Global Coverage: Outsourced CS teams in different time zones can help extend support hours and responsiveness without bloating headcount.
Where It Often Fails:
High-Touch/Strategic Accounts: These customers expect deep product knowledge, trust, and continuity — hard to deliver if you rotate in an outsourced rep who isn’t embedded in the company culture or roadmap.
Choppy Handoffs: Poor communication between internal and outsourced teams can confuse customers and erode trust.
Lack of Contextual Knowledge: If your product or customer journey is complex, you need context to guide success — which is tough to outsource.
My Take:
Outsourcing Customer Success tasks is doable — but outsourcing the CS relationship is risky unless you’re treating it like a true managed partnership with shared KPIs, training, and oversight. It’s not a plug-and-play function like payroll or IT support.
That said, with the right vendor and structure, it can drive scale without sacrificing experience.
Would love to hear if anyone has structured outsourced AM/CS teams around segments — or built in hybrid models?
Re: What value do you see in Certifications? An example is the Gainsight cert tests on best practices in
My Gainsight certs have been able to get me past the recruiter even when I didn't have the minimum required time in position. It is my skills that I lean on in the interview phases.
What I also find is that many companies vary in terms of Customer Success core competencies and a certification can help bridge some of those gaps. example are companies that currently do not have their CSMs responsible for upsell and cross sell can learn more about these efforts through certification
Office Hours?
Hello All
I hope everyone is enjoying the holidays!
It has been a while. When are the next Office Hours?
Sales to CS handoff process
Does anyone have a handoff template/process from sales to CS that they've found effective? I'm finally in a company where I feel the support/alignment from the sales org, and always trying to find the balance between bureacratic documentation vs. "hey we really need this information." Ideally would like to use HS, but still think these folks would work best with a template. Any thoughts/help/experience?
Jung Kim
Re: Office Hours?
Hi @Tim Gilhooly! I am working to build out our Office Hours hosts, but am planning that we kick off our 2025 series on Wednesday, January 22 at 1pm EST! This year we are going to align topics quarterly but bring a lot of different subtopics within each umbrella topic…should be a great line up!! My plan is to get these up and listed asap so you can register and get them on your calendar…
Re: Looker Users - Sound off!
@Patrick Ruster, yes, I've worked with them and they're great. I'll make an introduction on LinkedIn.
Re: How do you identify and measure successful client engagement?
Such a great question, @kmcgrew. In past lives I facilitated CABs, focus groups and user groups, and measuring the business impact of these activities was exceedingly difficult. A big factor is self-selection bias, which muddies cause and effect. For example, did participation cause higher engagement, or because they were more engaged they participated?
One suggestion is to ask a sampling of interested participants about the outcomes they expect (and why) from such a session, and then measure afterwards if and how well those outcomes were satisfied. I would steer clear of anything NPS-oriented that speaks to future behaviors (referrals, renewals, etc.) because it's not fruitful. A recent meta-study showed that stated intentions predicted future behaviors only about 27% of the time.
Hope that helps! Good luck.