By Cori Pearce, ChurnZero
Being a Customer Success Manager is difficult enough.
Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth.
That said, thriving in this relatively new discipline is not always easy. Between difficult Account Executives, a lack of executive buy-in and other challenges, being a CSM isn’t always a walk in the park. Wondering how CSMs really feel about some of the intricacies of working in CS?
Continue on to read our second installment of CSM Confidential – where real-world Customer Success practitioners give their unfiltered responses to some of the most challenging, frustrating and cringeworthy situations that every CSM experiences.
For a CSM that’s occupied with the day to day requirements of account management, it’s frustrating to deal with an Account Executive who doesn’t respect your time. Whether missing meetings or treating you like a secretary, situations like this aren’t easy to navigate. Is it better to call out a misbehaving AE and hope the message resonates? Or are there softer approaches for dealing with a difficult colleague?