4 Habits of Top Performing CS Pros

In partnership with

Hi CS Pros!

With the year wrapping up, it’s a great time to take a step back, reflect on your habits, and make a few tweaks that can set you up for success—not just to finish 2024 strong, but to kick off 2025 on the right foot.

The top-performing CSMs aren’t successful by chance. They practice intentional habits that build trust, drive outcomes, and build strong customer relationships. Today, I’ll share 4 habits of top-performing CS pros that you can start practicing now to elevate your game.

So what are the top 4 habits…

1. They Listen More Than They Speak

Top CSMs prioritize deeply understanding their customers by actively listening. They ask meaningful questions and then let their customers share openly instead of rushing to respond or solve a problem.

Why this matters: When customers feel heard, they trust you more. That trust leads to more open conversations about their goals, challenges, and how you can help them succeed.

Try this habit: Start every customer call with an open-ended question like, “What outcomes are you hoping to get out of this call today?” Then, stay silent and let them speak. Listening more can uncover insights that make a huge difference.

2. They Focus on Outcomes, Not Outputs

High-performing CSMs don’t just do tasks for the sake of doing them—they work towards results. Whether it’s helping customers save time, improve efficiency, or achieve revenue growth, they prioritize actions that deliver measurable outcomes.

Why this matters: Customers care about how your solution impacts their business success. When you tie your work to their goals, you become a valuable partner, not just another vendor.

Try this habit: Restructure your check-ins by focusing on outcomes. For example, instead of asking, “How is your usage of the product?” ask, “What results have you seen in your business since we implemented X feature?”

3. They Embrace Feedback, Even the Tough Kind

The best CSMs see feedback—both positive and negative—as a gift. They actively seek input from customers, teammates, and managers to improve their approach. Instead of getting defensive, they ask, “What can I learn from this?”

Why this matters: Growth comes from stepping outside your comfort zone. Feedback is your shortcut to understanding what works and what doesn’t. Sometimes, it is really hard to receive feedback, but trust me, it all helps you grow.

Try this habit: End your next customer call by asking, “What could I do differently to better support you/your company?” The insights might surprise you and give you a clear path to improve.

4. They Prioritize Relationships Over Transactions

Top-performing CSMs know that the real value of their role lies in building strong, long-term relationships. They take the time to understand customers as people, not just accounts, and focus on creating trust and loyalty.

Why this matters: Customers who feel valued are more likely to stick with you, expand their investment, and even refer others. It’s the foundation for retention and growth.

Try this habit: After a customer achieves a big milestone—whether it’s launching a new feature or completing a successful project—send a quick note of congratulations. It’s a simple way to show you’re invested in their success and celebrate their wins with them. (Insider tip: create a Google alert for automated emails sent to your inbox anytime your customer’s company does something cool!)

Key Takeaways for Long-Term Success

1. Listen First: Let your customers guide the conversation and uncover their true needs.

2. Focus on Impact: Align your efforts with meaningful outcomes that drive customer success.

3. Build Relationships: Invest in long-term trust and loyalty by showing you care beyond transactions.

Why These Habits Matter

Adopting these habits will help you stand out as a CSM who truly drives value for your customers. They’re not quick fixes—they’re foundational practices that build trust, improve relationships, and help you grow as a professional.

Whether it’s finishing 2024 on a high note or setting the stage for an impactful 2025, these habits will empower you to level up in your career and strengthen your customer relationships.

Start practicing one or two of these habits today, and watch how they transform the way you work.

That's all for now.

I hope you’ve found this newsletter helpful. If you did find it helpful feel free to forward it to a friend or a colleague, sharing is caring! If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika

The Daily Newsletter for Intellectually Curious Readers

• We scour 100+ sources daily

• Read by CEOs, scientists, business owners and more

• 3.5 million subscribers

Sign up today!