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"The 10 Simple* Traits of an Awesome CSM"

We’ve interviewed and developed hundreds of professionals with the key attributes that define a successful Customer Success Manager. Here are the top 10 traits we look for.

As the Customer Success Manager (CSM) career path has evolved and seen exponential growth, recruiters and HR professionals have had to play catch-up and get creative to source new talent. At the same time, C-level decision- makers in operations, sales, service, education, finance and more have been working to understand the depth and breadth of what Customer Success (CS) can mean to their businesses. The target is moving so quickly, it’s been difficult for these leaders to (1) identify CS best practices to lay out the best strategic vision and most productive staffing hierarchy; (2) nail down the CSM role requirements and identify the traits that define a great one and (3) find professionals to fill the talent gap.

The strategic relevance of Customer Success and its proven impact on business opportunity and growth has been well established. The bigger question is how efficiently businesses can integrate core CS principles into their teams and their operations.

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