Laura Pacheco’s Post

Bringing problems up and actually solving them are two very different things While talking about problems is a good start as a CSM you need to go to the next level and be solving problems every single day!! When you go away from what a CS role entails and see yourself as a solutions provider your career goes to the next level What type of a CSM are you?

40 hour workweek not enough? 🥵 A CSM spends many of those hours with customers. Still, many CSMs are overloaded and don't feel they have enough time. The trick is to stop wasting time on low-value activities. For instance: a meeting is not moving the needle just because it took place. A good CS meeting should have: - a clear reason for its existence - a well prepared agenda - a clear goal - lead to action Otherwise it's just two people having coffee. ☕️ Of course, the right data is needed to be able to plan high-value activities effectively. That is why tools like Startdeliver exist 💁♀️ Happy weekend everyone! 💙 #customersuccess #csm

Onboarding for 99% of SDRs sucks. Day 1 - Product Day 2 - Product Day 3 - Product Day 4 - Product Day 5 - Product Then leaders wonder why SDRs pitch features all the time...🤨 Focus on 3 things instead: 1. Problems - What challenges your solution solves 2. Personas - What challenges personas you sell to face daily 3. Practice - Take the knowledge from 1&2 and prove they can articulate it verbally and written Build from there. PS. KISS - Keep. It. Simple. Stupid. Agreed?

CSM Comp - Milestone Velocity Bonuses Another way to do it is velocity. So how quickly are we moving them through these milestones? Remember it's a progress milestone. So if I can move customers through those faster, that doesn't mean that we're. We're skipping steps. It doesn't mean that we are doing things poorly. It's actual progress. So if we're able to move them, especially as we move into progress milestones that are more customer centric the milestones in the early days in onboarding they're more what we call, there's there's technical and administrative milestones. And as you move towards customer centric milestones, you get into operational and tactical and strategic. Those are so much more meaningful to the customer because they're they're customer centric. And if customers are making changes on their side through the use of our product, it's impacting their business in a meaningful way. That's great. And if we can do that at a faster clip. That's awesome. And so you can bonus on the velocity of those things. #CustomerSuccess

Revealing the best lesson I've ever learned as a CSM! You're kicking off onboarding with a new client and only get to ask ONE question. What would it be? I will reveal the answer a week from now! But first, let's see what YOU'd ask! Comment below 👇🏽

🌟 Remember that you are human. ⭐ It's ok to to tell others (including clients that you are close with) that you are not operating at a 100 today. I have a Customer Success Manager (CSM) that I work close with, and they are great at what they do. This CSM understands our brand like they were an employee of HexClad. They always take the time to listen to our needs and goes back to the product team and really pushes for change on our behalf. Today the CSM missed our weekly call that we have and gave no notice. About 30 minutes later I get a private message on Slack with the following: "This morning has been a bit of a tough one for me personally, but it is no excuse for not giving you a heads up that I couldn't make the meeting on schedule. Is there any chance you may be available to connect a bit later at 10:30am PST" When we meet at 10:30 my CSM apologized again and I could tell that they were going through something extremely tough/ heavy. I reassured my CSM that we are all human and that we all go through different things and that it's ok to have an off day. I re-stated my appreciation for their honesty and dedication to our account, and the work that they constantly deliver for us. ✨ Remember to take time to appreciate the connections you have and to give grace whenever possible. ✨

Want to become a high-paid CSM? Then you need to stop ❌ applying random tactics ❌ doing things for the sake of it ❌ jumping on bandwaggons ❌ relying on guessing and assuming ❌ talking about features and functions ❌ talking about metrics you care about ❌ avoiding customer conversations ❌ telling customers what they want to hear and start ✔️ building repeatable systems ✔️ delivering value with every interaction ✔️ developing your own methodologies ✔️ relying on discovery, analytics, and feedback ✔️ talking about solving problems ✔️ talking about metrics customers care about ✔️ embracing the opportunity to talk to customers ✔️ telling customers what they need to hear to create the results that drive your success. Change your behavior to change your impact. PS: Here are 53 resources to create more value for your customers and your company https://lnkd.in/eHeA2GkR

After spending 3.5 years in the CSM space this is the sobering reality: Almost every single team lacks proper training and education. In CSM we often talk about the problems caused by product issues and bad-fit customers. What we don't talk often enough about are shortcomings of Customer Success Managers. I have met so many teams that are - spending 80-90% actually doing Customer Support because they don't have the skills and knowledge to do more - struggling with the very basics of CSM like discovering customer value - firefighting, band-aiding and quick-fixing without a chance to become "more strategic" It's time that CSMs get the same love their colleagues in Sales, Marketing or Product Management. On April 23rd, the 2nd cohort of my Customer Value-Led Growth training program will kick-off. In 6 fluff-free 60-minute sessions you will - build a new mindset - get a unique set of tools - and acquire the knowledge to create an impact for your customers and your company. If you are tired of the way things are running in CSM, you don't want to miss out. Learn more → https://lnkd.in/d5cGMT4R

Being a CSM ,some days, it feels like you're herding cats while juggling flaming torches... but hey, who said customer success was easy? 😅 Here are my daily affirmations to keep the sanity in check: 🛑 "I am the calm in the chaos." Even when the product team drops a last-minute update, I will smile and pretend it's all part of the plan. 😇 🛑 "I cannot control the product roadmap, but I can control my snack breaks." Snacks = sanity. I will fuel up between difficult client calls and software bugs. 🍫 🛑 "I am a magician of expectations." I can turn “we’ll get back to you next quarter” into “our team is actively working on this” with just the right amount of optimism. ✨ 🛑 "I am a master of follow-up emails." No update from the team? No problem. I’ll follow up until their inbox screams. 📧 #CustomerSuccess #CSMLife #CSMAffirmations #SurvivalSkills #HumorInWork

Four months ago, I hadn't even heard of Customer Success when I applied to join Beekeeper as a Customer Success Engineer. Fast forward to today, and I can't believe how much I've learned and grown in this role. 📈I feel incredibly lucky to be part of such an innovative and dynamic team. I'm constantly amazed by the impact we make and the value we bring to our customers. 🌟Completing this course is just the beginning of my journey in Customer Success, and I couldn't be more excited to see where it takes me next! 🚀 #CustomerSuccess #LearningAndDevelopment