Are you using your time wisely as a CSM?

⏳Time Management as a CSM

Time management is the hardest thing to manage as a CSM, it is important that you find a balance between customer calls, internal meetings, admin, etc. This past month I posted not once, but twice on Linkedin about the struggles of how to manage your time as a Customer Success Pro.

As a CSM, you understand that time management is crucial to your success. Juggling multiple tasks, customer relationships, and business objectives can be challenging. But fear not! I’m here to help you find the perfect balance and excel in your role.

Here are my best tips on how to manage your time and ensure you do not burn out with the millions of things a CSM has to do each day:

1. Prioritize like a boss: Start your day by identifying the most important tasks that need your attention. Focus on high-impact activities that align with your goals and customer needs. Remember, not everything is urgent or equally important. An insider tip, write down your tasks and priorities with pen and paper. It has been scientifically proven that we are 10x more likely to do something or remember something when we physically write it down. In the digital world that we live in I enjoy writing down my tasks and priorities at the start of the day to make sure I have a clear picture of what I have to do.

2. Plan it out: Take some time to plan out your day or week ahead. Set clear goals and allocate specific time slots for each task. This will help you stay organized and ensure that nothing falls through the cracks. Once you have written down your priorities for the day make sure you plan it all out by time blocking. Block out specific time slots for your tasks. Insider tip, always block out double the time you think a task will take. More often than not tasks take longer than planned and if you do finish earlier then you get a bit of time back in your calendar.

3. Break it down: Big projects can be overwhelming, so break them down into smaller, manageable tasks. This way, you can tackle them one step at a time without feeling overwhelmed. For example, if you have to create a presentation for a renewal call with a customer I would write down each part of the agenda as a task in the bigger project of “prep for renewal convo” when you write down each point of the agenda as if it is its own separate tasks it is much more achievable rather than thinking about the prep of the entire call.

4. Avoid multitasking madness: While it may seem tempting to juggle multiple tasks at once, studies show that multitasking actually decreases productivity and increases errors. Focus on one task at a time and give it your full attention. Close the tabs. I know it is hard to do it, but really when you are working on one task close any unnecessary tabs to avoid the need to multi-task. As much as multitasking can slow you down, what you can do to ensure you are using your time wisely is batch work. Instead of multi-tasking, set up your work to be done in batches. For example, if you know you have three business reviews with three different customers next week I would block out the time to prepare all three at the same time. You will likely be pulling similar data, or creating similar slides, so you can feel like you are multitasking, but really you are doing your work in batches.

5. Learn to delegate: As much as we'd like to do it all ourselves, sometimes it's just not possible. Don't be afraid to delegate tasks to other team members or leverage automation tools when appropriate. This will free up valuable time for more strategic initiatives. We often feel as Customer Success Pros that we have to be everything for our customers, here is your reminder, you cannot be everything for your customers. What you can do is facilitate everything for your customers. In other words, you can facilitate the call with a product manager for customer feedback, you can facilitate a group workshop or webinar for further training, you can forward an email to technical support to help, and ultimately you can help by delegating to another team.

6. Take breaks: Yes, breaks are important! Schedule short breaks throughout the day to recharge and refocus. Step away from your desk, go for a walk, or indulge in some quick meditation exercises - whatever helps you reset and come back refreshed. I am guilty of slaving away at my desk when I work from home but by the end of the day I am drained and when I end the day tired I end up starting the next day tired. A tired or burnt-out CSM can never be completely present with a customer, so go on, take a break.

7. Continuous learning: Invest in yourself by staying up-to-date with industry trends and best practices in customer success management. Attend webinars, read relevant articles, and participate in training programs to sharpen your skills and stay ahead of the game. You are already ahead of the game because you are reading this newsletter, but never stop learning. The most important skill a CSM can have is curiosity. Be curious with your customers and ask them questions. Be curious with your leaders and ask them about NRR, OKRs, and other business metrics. But most importantly be curious for yourself and continue to learn.

Remember, I’m here to support you every step of the way. If you ever need assistance or have questions, don't hesitate to reach out. Keep rocking those CSM skills!

🚀 Benefits of CS Coaching for Time Management

Now is the time to take your customer success game to the next level. If you are struggling with time management you might want to consider partnering with an external customer success coach who can bring fresh perspectives, industry expertise, personalized guidance, skill development, and accountability to your role as a CSM.

If you're ready to unlock new levels of success for your organization, reach out to me today to explore how our team of expert coaches can support you on this journey.

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