Hi all,
I recently took over as the Director of CS for a 20 person CSM org. Our career growth ladder for CSMs is as follows:
- Customer Success Specialist (no previous CS experience required)
- Customer Success Manager
- CSM II
- Senior CSM
- Principal CSM
We do a few things now to differentiate between CSSs and CSMs but as our relatively junior team advances through the career growth ladder, I'm looking for ideas about how we can create differentiation between a CSM and a CSM II or between a CSM II and a Senior CSM. Things I'm considering:
- Adjusting KPIs by role (RUM, EBRs completed, expansion, etc)
- Giving high dollar clients only to tenured CSMs
- Limiting conferences/client travel to tenured CSMs
- Allowing tenured CSMs to own big OKRs
I'm sure there are things that folks in this community have tried and I'd welcome your feedback on what does and doesn't work to motivate CSMs to stay engaged as they progress through the CSM career growth framework.
Thanks!
Peter
Director, CS
Quorum