Video: The 4 Types of CSM

One of the biggest problems with the conventional approach to Customer Success is that it’s totally REACTIVE! In order to be effective, we must find a way to flip from operating in reactive mode to truly proactively leading our customers. There are 4 types of Customer Success Managers out there, and 3 of them are fundamentally reactive in their approach. But there’s one type - the rarest of all - that demonstrates how to operate proactively, and to lead rather than follow their customers.