CUSTOMER SUCCESS MANAGER

FOLLOW-ALONG GUIDE

1. CUSTOMER SUCCESS MANAGER 101

1. What do you understand by Customer Success Manager?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

2. How could a great customer success strategy impact the revenue of our
company?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

3. What could you do to improve the customer loyalty in your company?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Free Guide to get 50 high-end leads from LinkedIn in the next 30 days https://bit.ly/2HWwSt5
www.gustavoescobar.com
2. CUSTOMER SUCCESS MANAGER

Why would you be (or are) a great CSM? With this exercise, I want you to identify
what you bring to the table for a company willing to pay a $60k - $120k salary for
a CSM. Take your time to really think about it. And redo this exercise once you
have finished the course. Understanding this concept will be critical in landing a
CSM job.
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Repeat after finishing the course:

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Free Guide to get 50 high-end leads from LinkedIn in the next 30 days https://bit.ly/2HWwSt5
www.gustavoescobar.com
3. THE KEYS TO BE A SUCCESSFUL CSM AND CREATING A
WORLD KNOWN CS BRAND
No matter if you are a CSM, or you are searching for a CSM position, or you
work at a pet shop, please complete these exercises. As they will be an excellent
way to help you understand what Customer Success is and what it can do.

1. What is “success” for your clients?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

2. What is “time to first value”?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

3. Map the whole process from signup (or buying) to becoming a brand
ambassador. It doesn’t matter if you sell hot dogs in a food truck or if you work in
a dentist office, try to do it as best as you can.

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Free Guide to get 50 high-end leads from LinkedIn in the next 30 days https://bit.ly/2HWwSt5
www.gustavoescobar.com
4. When someone invests in a product or service, they usually worry if their
money was well spent. How can you reduce the time from the moment your
prospect becomes a paying customer to the moment when they lose that feeling?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

5. How can you show value or focus on solutions?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

6. How can you reduce the churn in your company?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Free Guide to get 50 high-end leads from LinkedIn in the next 30 days https://bit.ly/2HWwSt5
www.gustavoescobar.com
4. PROCESS
1. Profile your company’s ideal customer or your previous employer’s ideal
customer. Remember, this is just an exercise to help you understand this
process in any company.

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

2. What is the “success gap”?

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Free Guide to get 50 high-end leads from LinkedIn in the next 30 days https://bit.ly/2HWwSt5
www.gustavoescobar.com
5. THE PLAN
1. What ideas can you take from the course to implement in your company (or
your previous job)? Post them on the Facebook Group

________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

2. Create your new resume for a customer success manager position.

3. Write a cover letter.

4. Update your LinkedIn profile

6. LET’S CONNECT

1. Join the community on my blog: http://www.gustavoescobar.com

2. Join the Facebook Group

https://www.facebook.com/groups/1004943696520568

2. Connect with me on LinkedIn https://www.linkedin.com/in/gusescobar

3. Say hi on Facebook: https://www.facebook.com/gustavoescobarhenriquez/

Free Guide to get 50 high-end leads from LinkedIn in the next 30 days https://bit.ly/2HWwSt5
www.gustavoescobar.com
7. NOTES

Free Guide to get 50 high-end leads from LinkedIn in the next 30 days https://bit.ly/2HWwSt5
www.gustavoescobar.com
8. IDEAS

Free Guide to get 50 high-end leads from LinkedIn in the next 30 days https://bit.ly/2HWwSt5
www.gustavoescobar.com