top of page

The 4 Types of CSM

There are 4 classic Types of Customer Success Managers. How each operates shows why we are so reactive, and how we can shift modes to start leading customers →

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 being truly proactive with our customers.

In my latest video, I describe the 4 types of Customer Success Managers out there and explain why it's so difficult to resist becoming fundamentally reactive in our approach.

But there's one type - the rarest of them all - that demonstrates exactly how to shift your approach and start leading rather than following your customers!

Watch the Full Video:

Recent Posts

See All

Customer Success Plans Don't Work At Scale

Here's why and my simple template that changes the game ⤵ I'm a HUGE fan of success plans because they address the most fundamental obstacle to success: customers don't achieve results unless they kno

Stop Talking about "Unavoidable Churn"!

Why getting rid of this term immediately opens the door to improving retention ⤵ I do not allow this toxic term in my work with customer success teams. Whenever someone uses the term "unavoidable chur


bottom of page