How to Become a Value-Driven CSM

CSM Practice - The Customer Success Podcast

Discover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, align business objectives with customer goals, and implement value-driven CSM frameworks effectively.
Want to get access to Ifat Lev’s exclusive framework? Join our Mastermind program: https://bit.ly/jointhecustomermethod
Click here to watch the video on YouTube.
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Defining measurable success criteria to drive outcomes.
- Aligning business objectives with customer needs for strategic alignment.
- Implementing value-driven CSM frameworks for enhanced customer relationships.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Meet Ifat Lev, a recognized expert in Customer Success Management (CSM) for B2B businesses with over 25 years of experience in advanced technology companies like NICE, Microsoft and Sisense.
With a decade-long specialization in steering Customer Success, Professional Services, and CS operations teams, Ifat brings unparalleled expertise in establishing, expanding, and strategically managing these critical functions.
🔗 You may connect with Ifat via LinkedIn
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Customer Lifetime Value and Client Retention: What’s the Connection?
🎥 Watch: What is a Strategic Customer Success Manager?
⏬ Download: Creating and Calculating Customer Value

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Chapitres

1. Intro (00:00:00)

2. Initial Challenges (00:04:11)

3. Implementing the Value Business Framework (00:07:11)

4. Shifting Conversations to Business Outcomes (00:10:25)

5. Defining a Value-Driven CSM (00:11:57)

6. Business Value Categories (00:14:02)

7. Developing CS Criteria (00:16:18)

8. SMART Goals (00:20:48)

9. Business Objectives & KPIs (00:22:31)

10. Executing the Success Plan (00:26:40)

11. Key Takeaways (00:29:06)

12. Formal Training and Practice (00:30:32)