Mentorship in Minutes: Unpacking the Insights from CS Connect's Turbo Talks event
Introduction
Speed dating isn't just for finding love anymore! Conceptualized by Saahil Karkera, we at CS Connect recently organized a unique speed-dating style event for Customer Success Managers (CSMs) to connect, learn, and grow.
Imagine this: 7 mentors, 7 mentees, and just 8 minutes per round.
The goal? To share experiences, insights, and advice to help CSMs progress in their careers all in one jam-packed session!
For the first edition, we had
𝐎𝐮𝐫 𝐦𝐞𝐧𝐭𝐨𝐫𝐬 𝐟𝐨𝐫 𝐭𝐡𝐞 𝐞𝐯𝐞𝐧𝐢𝐧𝐠:
⚡️Jennifer Peters, - Head of CS, Channable
⚡️Io Michels - Lead CSM, CM.com
⚡️Emilie Dubau - VP of CS, Sana Commerce
⚡️Haiko Krumm - Experienced CS Coach (Ex Gainsight)
⚡️Helen Skiba - Director of CS, Hotelchamp
⚡️Andreas Willenbrink - Team Lead Key Accounts, Recruitee by Tellent
𝐎𝐮𝐫 𝐦𝐞𝐧𝐭𝐞𝐞𝐬:
⚡️Maria Victoria Breitfeld | CSM Channalbe
⚡️Tiasha (Tjasa) Turcin | CSM DataSnipper
⚡️Laura Geuens | CSM Luzmo (formerly Cumul.io)
⚡️Gladys Lapitan | CSM Hiiper
⚡️Paul Pivet | CSM Zendesk
⚡️Jose Baldaia | CSM DataSnipper
Also a big thanks to you event partner Storm Meyer from Nobel Recruitmentfor hosting us and to Ilze Adlere without whom we could not have pulled off the event.
The Experience
For those new to the CSM role, this event was a revelation. It provided a deep dive into the world of SaaS and Customer Success, offering a glimpse into the journeys of seasoned professionals. But it wasn't all serious business. The rapid-fire format made it both exhausting and exhilarating, proving that learning can indeed be fun!
Key Learnings from the Event
The world of #CustomerSuccess is still relatively young. As such, there's a collective sense of exploration. Everyone's still piecing together the best practices, tools, and strategies. Active participation in the CS community emerged as a crucial takeaway, as it's a goldmine for accelerated learning.
Challenges in Customer Success
Every company is unique, and a key challenge for CSMs is adapting the vast information about customer success to their specific company's needs. With the constant tug-of-war between growth and profitability, CSMs are often left wondering about the future of their function.
Building Better Conversations with Customers
The essence of a CSM's role lies in understanding the customer. It's about digging deep, or as one participant put it, "peeling the onion." This means transitioning from merely being a product consultant to becoming a business consultant. It's about discovering the true underlying problems of the customers and addressing them effectively.
Career Growth and Development
Career growth doesn't always mean climbing the corporate ladder. Sometimes, it's about lateral movement, playing to one's strengths, and continuous learning. And when it's time to seek that promotion, show your value growth first. Remember, you might already have all the answers you seek!
Building Relationships
In the world of Customer Success, relationships are everything. Whether it's with customers, peers, or managers, building and nurturing these relationships can make all the difference. And it's not just about the formal meetings. Casual interactions, like Friday drinks, can be equally valuable.
Understanding the Customer
The more you know about your customer, the better you can serve them. This means mapping out their organization, understanding their pain points, and constantly seeking to discover more. After all, discovery is king!
The Role of a CSM
A successful CSM is curious, focused on their strengths, and always eager to learn. They understand the importance of leading KPIs and position themselves as a growth engine within their organization.
Leading as a CSM
For those aspiring to leadership roles, it's essential to showcase your leadership potential right from your CV. Understand your strengths, acknowledge your weaknesses, and always play to your passions.
Conclusion
The speed dating event for CSMs was more than just a networking opportunity. It was a chance to learn, share, and grow. In the fast-paced world of Customer Success, continuous learning and adaptability are key. And as we've seen, the journey is always more enjoyable when shared with others.
FAQs
What was the format of CS Connect's Turbo Talks? It involved 7 mentors and 7 mentees, with each round lasting 8 minutes.
Why is active participation in the CS community important?It accelerates learning by sharing experiences and best practices.
What does "peeling the onion" mean in the context of Customer Success?It refers to digging deep to understand the underlying problems and needs of the customer.
How can a CSM transition from a product consultant to a business consultant?By focusing on understanding the business needs of the customer and aligning solutions accordingly.
What's the significance of building relationships in Customer Success?Strong relationships lead to better understanding, trust, and more successful outcomes for both the CSM and the customer.
