How do you introduce CSM's role?

Effie Mansdorf

How do you introduce the CSM role to your customers on decks and kickoffs?

- Trusted Advisor
- Your company advocate

What else do you add?

Shari Srebnick

Hey Effie,

I don't overcomplicate it.  

In the Intro email from the AE to the new customer, the CSM is introduced as .. their CSM.  I'm less concerned about titles and more focused on setting expectations around what the CSM is here to do.  Also, our intro email is structured by categories like "Success" and "Growth", i.e. CS and Account Management.  It looks a little something like this, for the CSM:

"Finding Searchmetrics Success:
Nancy Smith, cc'd, will be your dedicated Customer Success Manager and primary contact.  They will be your long-term strategic partner helping you leverage the data and driving you towards achieving your organic search goals.  They will lead your team through the initial onboarding and provide ongoing guidance throughout the partnership, while helping you to organize your team structure within Searchmetrics."

The CSM reiterates this in the Partnership Kickoff call as well.

Ashton Liu

To differentiate from other roles (onboarding, training, support), we often describe CSMs as a customer's ongoing resource/primary contact for strategy and best practices. I am very curious how others do it as well! 

Ashton

Jay Nathan

Domain expert
Strategist
Connector

Someone who will be working to understand your goals and how to best leverage our products to achieve them.

On Sep 24, 2020, 11:30 AM -0400, Effie Mansdorf via Gain Grow Retain <community@gaingrowretain.com>, wrote:

How do you introduce the CSM role to your customers on decks and kickoffs? - Trusted Advisor - Your company advocate What else do you add? ... -posted to the "Customer Success Leadership Community" community

Customer Success Leadership Community Post New Message How do you introduce CSM's role? Reply to Group Reply to Sender Sep 24, 2020 11:28 AM Effie Mansdorf How do you introduce the CSM role to your customers on decks and kickoffs? - Trusted Advisor - Your company advocate What else do you add? #CustomerSuccess #Roles&Responsibilities ------------------------------ Effie Mansdorf Global Head of Customer Success ------------------------------   Reply to Group Online   View Thread   Recommend   Forward   Flag as Inappropriate   You are receiving this message because you followed one or more tags associated with this message thread. To unsubscribe from this message thread, go to Unsubscribe.

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Original Message:
Sent: 9/24/2020 11:28:00 AM
From: Effie Mansdorf
Subject: How do you introduce CSM's role?

How do you introduce the CSM role to your customers on decks and kickoffs?

- Trusted Advisor
- Your company advocate

What else do you add?

Ed Powers

"My job is to ensure your success and satisfaction throughout our business relationship."

Yanira "Janita" Sesniak

This is the same on our end as well @Shari Srebnick!

Yanira "Janita" Sesniak

I use the same talk track as @Shari Srebnick and do emphasize the expertise my teams brings to our company and the customer from their previous industry experience and emphasize the phrase "trusted advisor" for sure. We say the talk track while having this slide up in our Kickoff call as well.

Andrew Schneider

I tend to use the following bullet points when introducing myself to a new customer:

• My job is to ensure you receive maximum value from the platform. I can help you do that by understanding your overall business objectives and connecting them to platform features and capabilities
• I have a background in ecommerce and CPG, so if you want to get nerdy and tactical about selling to XYZ retailer or ecommerce strategies, I love doing that also. (...I do this because it opens people up, tells them I know what they're going through in their day jobs, and can usually get some good insight on their actual goals in these conversations....)
• I'm not going to be the technical expert. We have a full Support team to help with that, and you would want to leverage them before me for those types of questions (....this is specifically to separate my role from day-to-day support issues....)
• I will work with you on a Success Plan, connecting your goals to the platform tactics...and we'll use that as our guiding light throughout our relationship (...this puts the focus on the Success Plan and touches on it just enough, usually w/ an image of it, so the next time I bring it up they've seen it before...)

Matt Myszkowski

My tongue in cheek response is " we keep the promises your sales person makes". This usually breaks the ice and I then build on that...

The role of the CSM is to ensure you realise the maximum value from your investment in the solution. The CSM will connect you with the right people, the most relevant resources and access to the data to ensure you achieve your outcomes.