Jayne Colbert’s Post

As a Senior Customer Success Manager navigating a career transition, I’ve been reflecting on one of the most valuable lessons learned: the delicate balance between being a trusted advisor and respecting client autonomy. 🤝 The Art of Customer Success 🎯 While CSMs are often expected to be opinionated and strategic in their guidance, I’ve learned that true success comes from understanding that our clients are the ultimate decision-makers. The most effective CSMs combine strong persuasion skills with a collaborative mindset. Key Skills That Make a Difference: - Active listening and empathy are fundamental to building trust 👂 - The power of persuasion isn’t about making a sales pitch, but understanding the psychology of getting to “yes” - Being thoughtful and maintaining composure helps in making well-reasoned recommendations ✨ The Impact of Collaboration 🌟 Research shows that when CSMs focus on relationship building and collaborative problem-solving, it leads to stronger customer outcomes. A collaborative approach helps turn potential dissatisfaction into customer satisfaction. In fact, companies that excel at customer success through partnership-based relationships consistently achieve higher NPS scores. The Proof is in the Numbers 📊 
When customer success teams align closely with their clients and maintain strong cross-functional collaboration, they see significant improvements in customer satisfaction and retention. Finding the Balance ⚖️ As trusted advisors, we bring expertise and insights to the table. However, our role is to guide, not dictate. The most successful customer relationships are built on: - Understanding customer needs deeply - Providing well-reasoned recommendations - Respecting client decisions - Supporting implementation of chosen solutions I’d love to hear from other CS professionals: 💭 
How do you balance being a strategic advisor while ensuring clients maintain ownership of their decisions? Share your experiences in the comments below! #CustomerSuccess #Leadership #ProfessionalDevelopment #CareerTransition

As a Customer Success Manager, I’ve seen how valuable customer feedback can be in shaping both immediate outcomes and long-term success. Listening to your customers isn’t just about solving problems, it’s about uncovering opportunities, building trust, and driving continuous improvement. I'd like to share some thoughts about why feedback is so important for us part of the CS team: 1️⃣ When we actively seek feedback, we show customers that their voice matters. This fosters stronger relationships, reinforces trust, and positions us as true partners in their success. For strategic accounts, this partnership is key to driving retention and loyalty. 2️⃣ Feedback offers a window into what’s working and what’s not. Whether it’s about product features, onboarding, or support, these insights help us anticipate needs and proactively address challenges before they escalate. 3️⃣ Collecting feedback is only the first step. The real impact comes when we close the loop by acting on it. For example, if a customer highlights a need for understanding better a set of tools, working with the your team to deliver that enhancement shows commitment and reinforces their trust in us. If you have come this far and are interested in knowing how to implement feedback effectively, then this process could help you: 1️⃣ Use surveys, one-on-one conversations, or customer advisory boards to gather insights. Use the right channels to fit the customer’s preferences and relationship stage. 2️⃣ Make it a continuous process, feedback isn’t a one-time event. Remember that regular touchpoints, like quarterly business reviews (QBRs), are great opportunities to revisit and refine strategies. 3️⃣ Share the Learnings and relevant insights with cross-functional teams to drive improvements across the organization. 4️⃣ Always close the loop and let customers know how their feedback has influenced decisions or sparked changes. This reinforces their role as valued collaborators in your success. I hope this information can help you to deliver exceptional experiences to your customers to drive retention. #CustomerSuccess #CustomerExperience

Searching for a role in customer success made me reflect on the stages customers (who I refer to as ‘Awesome People’) go through in their journey, and how challenging it can be for us, Customer Success Managers (CSMs), to maintain an optimistic view throughout the process to keep our clients engaged. Customers meet us post-sale, after they have experienced all the ‘GLAM’ the product has to offer. Now, the real journey begins, with the potential for technical issues, a product adoption process, and the discovery of aspects of the product they haven't yet met. So how can we keep those awesome people on the same page, with high energy and motivation to use our product? ⚡History - Make sure you gather all previous information from other stakeholders. Map any possible pain points and prepare potential mitigations. Understanding the customer's history and context is crucial for a smooth journey. ⚡LISTEN - Don’t just hear them out. Don’t multitask while you’re on a call with them, be present. Repeat what they’ve told you to make sure you understand their needs and show them you’ve listened. Ask permission to write down what they’re saying, and be an active listener. ⚡DON’T be afraid - Once you’ve done your homework on the two points above, don’t panic if something goes wrong during the process. This is a marathon, not a sprint. Difficulties in the first mile don’t necessarily mean the race is over. Remember, the awesome people know you’re there to help them succeed and continuously improve their experience. What do you think is the most important aspect of starting the customer journey? #customersuccess #customerjourney #listen #dontpanic

My friends and family often ask me what I do. Trying to boil CS work down into something you can quickly explain can be challenging. So I decided to put together what I think a CSM does by unraveling the role of a customer success manager. As a Customer Success Manager, I've come to appreciate the intricate dance between understanding client needs, fostering relationships, and driving business growth. Here's what it truly means to excel in this dynamic role: 1. Empathy as a North Star 💫 : At the heart of customer success lies empathy. It's about putting yourself in your clients' shoes, understanding their challenges, and proactively addressing their pain points. 2. Proactive Relationship Building 🤲: Building strong, trust-based relationships is key. Anticipating needs, providing timely solutions, and being a reliable point of contact fosters loyalty and long-term partnerships. 3. Value Champion 🏆: As a CSM, you're not just solving problems; you're showcasing the value of your product or service. Demonstrating ROI and tangible benefits solidifies your position as a strategic partner. 4. Continuous Learning and Adaptation ✏️: The tech landscape evolves rapidly. Staying updated, learning new tools and methodologies, and adapting strategies accordingly are indispensable for success. 5. Data-Driven Insights 📈: Utilizing data analytics to gain insights into customer behavior, trends, and performance metrics empowers informed decision-making and targeted customer engagement. 6. Cross-Functional Collaboration 💥: Success is a team effort. Collaborating seamlessly with sales, marketing, product, and support teams ensures a cohesive customer experience journey. 7. Customer Advocacy 🤺: Transforming satisfied customers into advocates amplifies brand reputation and attracts new business through positive word-of-mouth and testimonials. 8. Continuous Improvement 💗: Striving for excellence means constantly seeking feedback, iterating on processes, and fine-tuning strategies to deliver exceptional value and exceed expectations. In essence, being a Customer Success Manager goes beyond managing accounts—it's about championing success, fostering growth, and building lasting partnerships that drive mutual benefit. Cheers to all CSMs shaping the future of customer-centric businesses! When someone asks you what is your response? 🤔 #CustomerSuccess #RelationshipsMatter #EmpathyDrivenSuccess

🌟👉 Embracing Your Impact: A Message for Customer Success 👈🌟 CustomerSuccessU.org - It's easy to lose sight of the profound impact you have on the lives and careers of those you serve. But let me remind you: Your efforts, dedication, and contributions matter more than can ever fully be understood or appreciated. ❤️ ❤️ ❤️ As Customer Success Professionals, we're not just here to ensure the success of our customers' businesses – we're here to uplift and empower every individual within their organization. From the administrators to the end-users, our work resonates across every corner of their company. It's not about the sheer number of customers we serve; it's about the collective impact we have on the careers and lives of countless individuals. Each day, our actions reverberate far beyond boardrooms and office spaces, they touch the very fabric of people's lives, shaping their experiences and paving the way for their success. Remember, every customer meeting, every support call, and every moment of guidance you provide carries weight and significance. You're not just a CSM; you're a catalyst for positive change, a beacon of support, and a champion of success. So, let's take pride in the meaningful work we do. Let's celebrate the victories (big and small) and cherish the moments where our efforts make a difference. Together, we're not just shaping businesses; we're shaping lives. ➡ Your work has meaning! ➡ Your work has a purpose! ➡ Your work is important! Keep shining bright!!! As a Customer Success Professionals, you're making the world a better place, one customer at a time 🙌 🙌 🙌 #CustomerSuccess #valuerealization #CSM #CustomerSuccessManager #Free #CustomerSuccessU

🌟 Customer Success Managers shine when their focus is on customer success! 🌟 It's time to address a common challenge faced by Customer Success Managers: being assigned non-role tasks that divert their attention from driving customer success. Let's explore three compelling reasons why employers should avoid burdening CSMs with unrelated work: 🔹 Enhanced Customer Experience: By allowing Customer Success Managers to concentrate on their core responsibilities, companies can ensure that their customers receive the dedicated attention and support they deserve, resulting in a superior customer experience. 🔹 Increased CSM Productivity: When CSMs are not overwhelmed with non-role work, they can allocate more time to building meaningful relationships with customers, identifying growth opportunities, and delivering exceptional outcomes, ultimately boosting their productivity. 🔹 Retention of Top Talent: Assigning random tasks to CSMs can lead to burnout and frustration, potentially causing talented professionals to seek opportunities elsewhere. By respecting their role and expertise, companies can retain top talent and build a strong, motivated customer success team. It's crucial for employers to recognize that Customer Success Managers are instrumental in nurturing customer relationships and driving business growth. By refraining from assigning unrelated tasks, companies can empower their CSMs to excel, resulting in happy, satisfied customers and long-term success. #CustomerSuccess #CustomerExperience #Productivity #TalentRetention #FocusOnSuccess #LinkedInPost

Customer Success Managers are strategic partners and as such are not  receptacles for miscellaneous tasks from other departments. Instead, they play a crucial role in building and maintaining relationships with customers. Customer Success Managers dedicate time to truly understand their customers, ensuring they derive maximum value from the products or services offered. This personalized approach not only boosts customer retention but also fuels business growth. 💼 As highlighted in Harvard Business Review's 2019 article, "What Is a Customer Success Manager?": "CSMs face a multi-faceted balancing act..." They serve as the bridge between service and sales, aligning company interests with customer needs, and leveraging product expertise to gain valuable customer insights. When executed effectively, CSMs become a potent catalyst for growth. 🚀 CSMs are not the only person involved in the success of a customer. It's a team sport, and as such, the team should act together to help. If a customer churns, it's a company issue. Therefore, it's crucial to view CSMs as strategic partners and invest in their role to drive business growth and build long-term relationships with customers.💪 #CustomerSuccess #StrategicPartnership #BusinessGrowth

✨ What It Takes to Be a Customer Success Manager ✨ Being a Customer Success Manager is more than just assisting clients—it’s about building strong relationships, understanding unique needs, and actively driving value at every touchpoint. Here’s what truly makes a difference in this role: 🔹 Empathy & Communication: Listening closely and communicating clearly are essential to understanding client challenges and guiding them effectively. 🔹 Problem-Solving Skills: The ability to think on your feet, address issues, and provide solutions proactively can transform a client’s experience. 🔹 Strategic Insight: Knowing how to balance customer needs with business goals ensures both client satisfaction and company growth. 🔹 Data-Driven Decisions: Tracking client data helps identify patterns and tailor strategies for long-term success. Success in this role means being an advocate for your clients and a champion for their success, helping them unlock their potential and see results. 🌟 #CustomerSuccess #CustomerExperience #CustomerService #ClientRelations