Same goal, different playbook: CSM role variety across companies | Romiel Noumbissi

This is a podcast episode titled, Same goal, different playbook: CSM role variety across companies | Romiel Noumbissi. The summary for this episode is: <p>This one goes out to the people in the back: customer success is not monolithic. It’s all well and good talking about the ins and outs of the CSM role, but one size definitely doesn't fit all.</p><p><br></p><p>CSM roles can vary wildly depending on the organization's priorities and business model. In some companies, CSMs are sales superstars who live and breathe renewals and upsells. But in other organizations, CSMs take on more of a project manager hat, directing and overseeing the successful delivery of the product or service.&nbsp;</p><p><br></p><p>So while all CSMs want happy customers and shared value, their day-to-day reality can be quite different depending on whether their employer wants them to be a sales machine or a delivery guru.</p><p><br></p><p>This important nuance is what brings Romiel Noumbissi, Customer Success Manager at Synup, back on the podcast. Tune in to find out just how to evaluate these very different CSM roles.</p><p><br></p><p>Key points:</p><p><br></p><ul><li>Which key metrics are utilized by sales-focused CSMs vs. project-delivery CSMs.</li><li>Onboarding is crucial across both models to form a good vendor reputation and relationship with the customer.</li><li>Achieving time to first value requires understanding the customer's use case, maintaining open communication, and setting realistic expectations.</li><li>When transitioning between models, CSMs should understand the new organization's expectations, draw connections from their experience, and ask questions about the role in interviews.</li><li>CSMs should tailor their resumes and highlight relevant metrics - sales-focused roles may highlight revenue metrics more, while project-focused roles emphasize delivery metrics.</li></ul><p><br></p>