Are your CSMs leaving money on the table?

Spoiler alert: If they're not selling, they absolutely are.

Previously, my LinkedIn feed exploded with two hot topics:

1. Customer Success is 100% a selling job.
2. CSMs should get paid as much as sales.

Coincidence? I think not. Let’s unpack this revenue-generating elephant in the room.

The Revenue Driving Force

CSMs are the unsung heroes of revenue generation as they hold the keys to the recurring revenue cash register. But to unlock their full potential, drive more recurring revenue and ultimately profitability for your company, we all need to shift our perspective and training approach (this is mine).

The Retention Conundrum 

The challenge is that most CSMs are stuck in jam-packed days reacting to inbound customer requests and they don’t know how to shift gears to get into that proactive driver's seat. I get it. How do you ignore those inbound requests? But in order to maximize the potential of your CSMs and your revenue - you have to give your CSMs the right processes and skills to shift their conversations to get them into that outbound motion.  

Easier said than done. Here's a pro tip: 

If your CSMs are constantly complaining about not having enough time - look into how they are spending their time. Are they having endless "check in calls" with customers that don't move the needle. Are they covering other areas of your company like support requests? There are ways to shift this, unlocking hours of CSM time while making your customers feel supported.  Check out this 3 minute video where I walk through a step by-step-guide on how to get your Customer Success Managers to stop answering support requests. 

Introducing my new Course "Unlock Customer Revenue"

Exciting news! I'm launching a course specifically designed to transform your Customer Success team into revenue-generating powerhouses. It's tailored to the unique challenges and opportunities in upselling and expanding existing accounts. Selling for Customer Success is tailored to teach selling skills to people who don’t want to feel like they are selling (or lack the confidence/skills to be effective sellers).

They will learn skills such as:

1. Building a strategic relationship with the Decision Maker
2. How churn proof your renewals
3. Storytelling to drive expansion
4. Deliver impact with each customer interaction
5. Key questions to ask to drive growth
6. What to do when a client goes dark

And ultimately you will increase your CSM’s confidence! As part of this course, your team will have access to a weekly live Q&A coaching.  This is where training gets into action.

Don’t just retain customers—unlock their potential to grow with you. If you’re ready to move beyond retention and start driving growth in a meaningful way, I’d love for you to join me.

Join the course and community here

I'd love to hear from you. 

What's one sales skill you think would immediately benefit your CS team? Share in the comments.

Achieve Exponential Growth for your Company

Invest in Sales Training for your Customer Success Team: Having worn hats in sales, customer success, and expansion-specific account management, I can tell you this: the core concepts of selling are universal, but the application for existing customers is a whole different ball game which is why I launched my course Selling for Customer Success.  Learn more about the program here. 

Work directly with Julie Persofsky: I provide advisory services tailored to B2B SaaS companies, helping them optimize Go-to-Market strategies to drive more revenue. With a deep focus on Customer Success I help unlock major blockers in your customer journey and revenue optimization. Book some time with me to learn more about how I can turn your team in a revenue generating machine.   BOOK A TIME TO LEARN MORE

Don’t just retain customers—unlock their potential to grow with you. If you’re ready to move beyond retention and start driving growth in a meaningful way, I’d love for you to join me.

Julie Persofsky

Join the course and community here