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Hey CS Pros!
With Q4 in full swing, we’re all feeling that end-of-year push. This season can be intense, but it’s also the perfect opportunity to step up and move from being a “good” CSM to a great one.
Today, I’ll break down the key traits that separate a good CSM from a great CSM—and how these changes can help you build stronger connections with customers and unlock that final revenue potential before the year closes.
Let’s dive into what makes a good CSM vs. a truly great one, so you can finish this year strong!
1. Good CSMs React. Great CSMs Proactively Add Value.
Good CSMs respond to customer issues effectively and know how to troubleshoot problems as they arise.
Great CSMs don’t wait for an issue to pop up. Instead, they actively look for opportunities to add value, providing insights and resources before customers ask. This means regularly checking in on product usage, health scores, or industry trends that could benefit your customer.
Why this matters: Proactive CSMs don’t just solve problems; they prevent them. And when you’re bringing unique insights to the table, customers start seeing you as a trusted advisor, not just a support system. This strengthens the relationship and helps avoid the dreaded “ghosting” response when scheduling calls or meetings.
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2. Good CSMs Follow Process. Great CSMs Customize Their Approach.
Good CSMs stick to tried-and-true processes, working through a set customer success playbook.
Great CSMs know when to go off-script, tailoring their approach to fit each customer’s unique needs. They understand the uniqueness of each relationship and tweak the standard process accordingly, whether that means adjusting the meeting cadence, shifting focus based on goals, or delivering information in the format that resonates most.
Why this matters: When you make each customer feel like your strategy is built just for them, engagement levels rise. Customers are more likely to respond and show up for meetings when they feel their needs and goals are at the center of your approach.
3. Good CSMs Manage Accounts. Great CSMs Drive Customer Outcomes.
Good CSMs stay on top of account details, handling renewals, check-ins, and product usage questions well.
Great CSMs focus on driving outcomes and aligning their work with the customer’s strategic goals. They don’t just talk about product features; they’re zeroed in on how those features will solve business challenges and help the customer succeed.
Why this matters: CSMs who connect their work to outcomes are much more valuable to the customer. By showing the impact of your solution on their goals, you become an essential partner rather than just another vendor. That’s how you keep engagement strong and make Q4 conversations about outcomes rather than contract renewals.
Key Takeaways for Leveling Up
1. Add Proactive Value – Anticipate needs and provide insights to show customers they’re a priority, not an afterthought.
2. Customize Engagement – Tailor your approach to each customer, making sure they feel understood and valued.
3. Focus on Outcomes – Keep the conversation centered on their goals and how you’re helping them achieve real results.
Leveling up to a great CSM doesn’t mean working harder; it means working smarter by understanding what your customers truly need and delivering beyond expectations. As Q4 pressure mounts, adopting these traits will help you unlock new revenue opportunities, build strong relationships, and wrap up the year on a high note.
So, are you ready to go from good to great? Let’s make this final stretch of the year count!
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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
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