12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM | customer success (2023)

12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM | customer success (1)

Welcome to our series of CSM blogs from the trenches,a frontline customer success manager community(CSM), which analyzes trends, best practices and advice for the frontline.

Being at the forefront of CSM allows us to directly impact our customers' success. I love that; As our customers are successful, so are we. Every day we learn from practice what it takes to make customers happy and successful.


CSM from the Trenches has a segment in the series that focuses on this7 Mentoring Questions for the Frontline CSM. The goal is that by sharing our experiences, we can learn and apply more practical tips/best practices for the successful careers of our clients.

One of those questions is: "What customer success best practice you've applied over the past few months has positively impacted the success of your role? How did it help you?

We've compiled a list of 12 customer success best practices that can positively impact your work as a CSM.Let us begin!


1)Von:Vic Kasoff, Customer Experience Director |Pursue:NarrativaDx|Location: Austin, Texas

With so many priorities the CSM team juggles, time management and prioritization are key. I always try to follow a 5 minute variance rule. If a task can be completed in 5 minutes, just delete it. It helps me create a meaningful to-do list, manage my ongoing inbox, and plan to deliver value to my customers.

2)Von:Sara Maurer, Senior Customer Success Manager |Pursue:Beckon|Location: Toronto Kanada


Our team recently ran a "top tips" exchange as part of our weekly team meeting, which had a tremendous impact. Whether it's a new calendar tool that shows multiple time zones at once, a great email subscription platform to keep up to date with industry trends affecting our customers, or a new screenshot tool to help us be more efficient with our Customers can communicate, everyone on our team keeps tripping over these micro wins.

By taking 5 minutes a week to step back and share it with the rest of the team, we constantly improve as a team, gain efficiency and enable every team member to contribute to our team's success.

3)Von:Jorie Vasco, Customer Relationship Manager |Pursue:Software InGenius|Location: Ottawa, Canada

True Customer Advocacy: I give everything I have to build customer success as a culture. I do this in part by repeating customers' often hard-to-hear stories about what isn't working for them, in the hope that standing up for them will lead to success for both them and us as a company. This honest and transparent approach to client management has helped me to show in my new role that I am passionate about our clients.

4)Von:Adan Kusnia, Director of Customer Service |Pursue:data warehouse|Location: NY

I've stopped focusing on overtime (although my team is taking care of it). Value should be the focus, and renewal is a by-product of that. When your customers truly find the value and path to success they desire, renewal will come naturally.

5)Von:Jesse Brightman, Head of Customer Success |Pursue:the stone|Location: NY

Reduce variability to increase predictability. It all boils down to pattern recognition: you can see the patterns that make customers successful, grow and innovate, as well as what has caused customers not to adapt well or not to succeed. As you test and collect more data points, you can start distilling best practices. From there, you can test, get feedback, and fine-tune. The more you can do this, the more repeatable and scalable your processes and operations become, ultimately allowing you to accurately predict the health of an account based on your operations.

6)Von:Kumpel Evans, Director of Customer Success |Pursue:Grow|Location: Provo, Utah

Something we've recently implemented with our CSMs is a term we coined: Frontline Empowerment. Simply put, empower CSMs to take care of their customers without requiring specific management approval.

From a leadership position, this was beneficial for two reasons. First, we have found that CSMs are becoming more creative, innovative and strategic in their approach to “customer success”. Second, our CSMs have shown a greater commitment to their clients with the added autonomy in their work.

(Video) Understanding the Real Impact of Improving Retention and Customer Success Best Practices

7)Von:Erica Neuell, Senior Customer Success Manager |Pursue:TodosSocial|Location: Arenas, Utah

I've learned to use LinkedIn better! Though it's primarily viewed as a platform for salespeople, job seekers, and recruiters, it can be just as powerful for client success professionals. My strategic use of the tool has enabled me to build customer trust, build strong relationships, reduce churn, and even increase sales—results that come from balancing professionalism and authenticity. While I don't consider myself a LinkedIn guru by any means, I've learned a lot from researching and using the features available to me on the platform.

For a full list of best practices I've learned, see my other CSM from the Trenches post.5 LinkedIn Best Practices for Building, Growing, and Improving Customer Relationships.

8)Von:Rasmus Justesen, Head of Customer Success |Pursue:travel|Location: Copenhagen, Denmark

Find the right software tools and work processes to structure your day. As a CSM, you need to be able to navigate between many different tasks and tasks, which can be difficult at times.

Therefore, make sure you have time in your workday to get 100% closer to your most important tasks. For us at Traede, this means changes to our support channels (phone, email, and chat) so we can continue to provide top-notch, timely service, while also being able to focus on complex tasks without jumping around. inside and outside of this this.

9)Von:Chris Hecklinger, Senior Director of Customer Success |Pursue:TodosSocial|Location: Arenas, Utah

Configuration of periodic calls (weekly, 2 times a month or monthly). It sounds simple, but it has really helped me build relationships quickly, stay close to customers, and stay in customers' minds. If I put a number on it, I would estimate that clients I talk to regularly have 50% more success than those I don't talk to consistently.

10)Von:Botella Benoit, Director of Customer Success |Pursue:little hints|Location:Paris, France

As Director of Client Success, my job is to help the Tinyclues CSM team do their best and ensure that each of our clients receives the same quality of experience, regardless of who the CSM is assigned to.

This can be challenging in the context of customer success practices with high customer contact and a rapidly growing team. An effective practice we follow is sharing knowledge during our daily meetings. Here each CSM has the opportunity to explain situations they are facing and how they are dealing with them, as well as asking for help and advice from other members of our team.

(Video) Customer Success Webinar: Custom Advocacy Best Practices w/ G2 Crowd

This morning's routine created a great sense of team spirit where new and experienced CSMs work together.

11)Von:Quinton Ayer, Director of Customer Success |Pursue:SalesRabbit|Location:Lehi, Silicon Slopes, Utah

More of a tactic, but my team has started picking up the phone more instead of sending as much email. I think it's very easy to send a ton of email while working on your to-do list, but there are some conversations that are worth a call. It's harder to actually "reach" customers via email when you need to deliver an important message.

We've also started using a product called Loom to email video/screen recordings for specific questions (e.g. if a customer asks a specific question about a specific feature, we'll just record a quick screen recording to give them send an email instead of just typing in a description).

12)Von:Russell Gris, Director of Customer Success |Pursue:pack the sleigh|Location:Santa Barbara, California

While I think clear communication is important to customer success, I believe that setting your customers' expectations accurately is paramount. This is especially true when it comes to a segmented customer base.

Whether you're segmenting by size, growth potential, package pricing, or some other method, it's critical to your success that your customers have a clear idea of ​​the level of customer success you'll achieve. I think this mostly helps to avoid frustration and problems later.


Would you like to share your mentor's advice? You sendanswers here.

Join the conversation on our LinkedInTrenches Group Page CSM.


(Video) CS Bootcamp - Deploying a Customer Success Management Platform the Right Way

Here are more resources for customer success:

Customer Success eBooks:

Customer Success as Culture: Customer Success Leaders Edition

Ultimate Guide to SaaS Customer Success Metrics

Other CSM from the Trenches Messages:

Cole Sanders, ClientSuccess: 3 principles I learned in my freshman year as a CSM

Sam Feil, ClientSuccess: 3 Best Practices That Lead to Compelling Customer Experiences (How to Avoid the Dreaded Dealership Experience)

Erica Newell, Marketware: 5 LinkedIn Best Practices to Build, Grow, and Improve Customer Relationships

Mieke Maes, Intuo - 5 keys to an effective customer apology

Greetings from the SoapBox team

Learn more about how ClientSuccess can help your organization build a strong customer success strategy and methodology with easy-to-use customer success software.Request a 30 minute demo.

(Video) Customer Success Operating Model


What makes a successful CSM? ›

Arguably one of the most important aspects of a CSM's skillset is their problem-solving abilities. The nature of the CSM role is to provide solutions for their team and customers, so it's important that a CSM can identify problems in the customer lifecycle and provide tailored solutions for each issue.

What are three important things you can do to ensure customer success? ›

When interacting with customers, Grace Boyle, director of Customer Success at FullContact, says to keep these things in mind:
  • Listen more than you talk.
  • Be empathetic.
  • Always strive to delight your customer.
  • Anticipate customer needs to stay one step ahead.
  • Be proactive versus reactive.

What does success look like for a customer success manager? ›

A customer success managers (CSM) supports your customers as they transition from sales prospects to active users of your products. They're focused on customer loyalty and building close long-term client relationships, and often stay with the same customers as long as they continue to work with your business.

What skills should a CSM have? ›

Most of the work that Customer Success Managers do consists of collaborating with others, which is why communication and emotional intelligence are two of the top skills for highly successful CSMs. CSMs should be able to speak to customers with confidence while maintaining a warm and comfortable environment.

What does good customer success look like? ›

Customer success is focused on working proactively in partnership with customers over throughout their time as a customer to help them get more value out of their purchase and share their feedback with you. It drives the customer experience forward and ensures a successful path into the future.

What are five customer service best practices? ›

To ensure this experience every time for every customer, implement this list of customer service best practices:
  1. Empower every employee. ...
  2. Manage customer expectations. ...
  3. Nail your first impression. ...
  4. Collect as much data as you can — and use it. ...
  5. Personalize the relationship. ...
  6. Meet customers anywhere. ...
  7. Maintain your focus.
Dec 8, 2020

What are the 5 Steps to success for good customer service? ›

5 Steps to Customer Service Glory
  • Be Genuine: Personalize the Conversation. ...
  • Be Accountable: Don't Pass the Buck. ...
  • Be Empathetic: Listen, Acknowledge, Validate & Apologize. ...
  • Be Innovative: Provide Solutions. ...
  • Be Trustworthy: Never Make Impossible Promises.
Feb 9, 2010

What are three best customer service practices? ›

Customer service best practices help you keep your clients in focus.
  • Hire the right people, and treat them well.
  • Correctly manage customer expectations.
  • Focus on first impressions.
  • Constantly collect data.
  • Personalise it.
  • Be where the customers are.
  • Maintain your focus.

What are the top 3 5 priorities in customer success? ›

Customer Success Empower and enable your CSMs. Product Create elegant product experiences. Customer Experience Identify trends across the customer journey. Revenue and Sales Drive a high performing renewals process.

What are the 8 elements of customer relationship management? ›

Components of Customer Relationship Management
  • SalesForce Automation. SalesForce Automation is the most essential components of customer relationship management. ...
  • Human Resource Management. ...
  • Lead Management. ...
  • Customer Service. ...
  • Marketing. ...
  • Workflow Automation. ...
  • Business Reporting. ...
  • Analytics.
Sep 21, 2014

What are the 3 important skills required to succeed in a customer support role and why? ›

Your List of the Most Important Customer Service Skills (According to Data)
  • Persuasive Speaking Skills. Think of the most persuasive speaker in your organisation. ...
  • Empathy. ...
  • Adaptability. ...
  • Ability to Use Positive Language. ...
  • Clear Communication Skills. ...
  • Self-Control. ...
  • Taking Responsibility. ...
  • Patience.

How do you show customer success value? ›

Customer Success Professionals can implement and work on customer retention strategies to demonstrate product value in many ways:
  1. Emphasize Perceived Value. Humanize the Product. Provide Social Proof. Be Involved in Your Company Blog.
  2. Quantify Product Value. Track and Record All Communication. Provide Additional Resources.

What employers look for in a customer success manager? ›

Customer success managers must use persuasion skills when assisting the sales team. CSMs should be conscious of their role in helping your company expand its revenue. They need to be able to identify customer needs, showcase product benefits, prompt customers to renew, and upsell and cross-sell offers.

What do you think are the top 5 traits of a solid client success manager? ›

Let's take a look at the 5 most important qualities that the most successful Customer Success Managers will have.
  • Empathy. ...
  • Problem Solving Skills. ...
  • Natural Advocates. ...
  • Strong Communicator. ...
  • Technical Knowledge.
Aug 1, 2022

How do I become a proactive CSM? ›

  1. Stay Organized. The first step toward being more proactive throughout your workday is to organize all of the information you're managing into an easy-to-understand way. ...
  2. Manage Your Time. ...
  3. Maintain Relationships to Track Your Customer Goals. ...
  4. Learn to Anticipate Problems.
Mar 9, 2021

What is 1 most important skill of a successful customer success specialist and why? ›

Critical-thinking and analytical skills

Customer success managers need to be able to think critically and analyze customer data to identify customer trends and issues. It's critical that they can draw conclusions, make recommendations, and come up with innovative solutions that will improve customer satisfaction.

What is the secret to customer success? ›

Respond to customers promptly when they contact your business, whether it's a complaint or a compliment. Show them you're listening and that you care. If there's a problem, fix it so they can go away happy to return to your business. Adapt your business based on customer feedback to better meet their needs.

What is the key to success in customer service? ›

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience. Personalized: Good customer service always starts with a human touch.

What is customer success mindset? ›

Customer success as a mindset ensures that everyone within the company is working together to deliver a seamless customer experience that is predicated on what customers need to be successful. That way, improvement of customer experience and product consumption can be accomplished at various levels and holistically.

What are the top 10 best customer service practices? ›

10 ways to deliver great customer service
  • Know your product. ...
  • Maintain a positive attitude. ...
  • Creatively problem-solve. ...
  • Respond quickly. ...
  • Personalize your service. ...
  • Help customers help themselves. ...
  • Focus support on the customer. ...
  • Actively listen.
Nov 20, 2022

What are the 5 A's in customer service? ›

The 5 A's: Apologize, Acknowledge, Appreciate, Act, Audit. Apologize to the customer: If the customer is calling and they are upset, the first thing you should do is apologize.

What are the 4 P's that improve customer service? ›

When examined closely, it is clear that customer focus and the delivery of a customer experience is almost entirely derived not from technology, but from four other foundational elements: Product, Process, Policy, and People.

What are 5 key success factors to provide exceptional customer service online your answer? ›

Our 10 critical success factors to providing exceptional customer service
  • Timeliness. ...
  • Attitude. ...
  • Empathy. ...
  • Responsibility of every team member. ...
  • Proactive approach. ...
  • Documentation. ...
  • Active Listening. ...
  • Expertise.
Jan 27, 2021

What are the 3 A's in customer service? ›

The three A's are for when you mess up—and that's why they're so hard for most businesses to swallow, because business people tend to like to avoid the hard part: apologizing. But here's where you get the magic formula, and it goes like this: acknowledge, apologize, act.

What are the top 3 most important elements of high customer satisfaction? ›

The three major factors that affect modern customer satisfaction can be categorized as customer perceived quality, value, and service. By harnessing these factors, you are able to provide positive, consistent customer experiences and create true customer loyalty.

What are some examples of good customer service? ›

12 good customer service examples
  • Greet the customer warmly. ...
  • Know your product. ...
  • Take customer complaints as learning opportunities. ...
  • Find opportunities to excite your customers. ...
  • Accommodate your customers. ...
  • Follow up with customers. ...
  • Create a comfortable customer experience. ...
  • Offer prompt customer support.
Jun 30, 2021

What are the 8 competitive priorities? ›

Similarly, quality as a competitive priority is a multidimensional construct. Reference [43] names eight dimensions of quality as defined from the customer's viewpoint: performance, features, reliability, conformance, durability, serviceability, aesthetics and perceived quality.

What are the 4 C's of customer service? ›

To set yourself apart, you need to incorporate the 4C's, which stand for customer experience, conversation, content, and collaboration. Look at them as pillars that hold your client service together. Working on these components in unison and actively managing them will transform your business.

What are the 7 types of customer relation? ›

We can distinguish between several types of Customer Relationships, which may co-exist in a company's relationship with a particular Customer Segment.
  • Transactional. ...
  • Long-term. ...
  • Personal assistance. ...
  • Dedicated personal assistance. ...
  • Self-service. ...
  • Automated services. ...
  • Communities. ...
  • Co-creation.

What are the 3 most important parts of customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

What are the KPIs of a CSM? ›

The 7 essential customer success KPIs that will help you retain loyal customers, regardless of your industry/product are: customer health score, customer satisfaction rate, churn rate, customer lifetime value, retention cost, Net Promoter Score, and expansion revenue.


1. CSM Mastermind: Understanding the Success Plan Discovery Process
2. The Startup’s Guide to Customer Success
3. How To Write A Customer Success Manager Resume in 5 Minutes (2023)
(The Secrets Of Customer Success)
4. Surviving Stress in Customer Success
5. The Importance of Investing in CUSTOMER SUCCESS | Nick Mehta
(CSM Practice)
6. Customer Success Leadership Roundtable: Best Practices for CS Managers
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