Leveraging Sales Assembly for the Customer Success / AM Teams
The Initial Need
We initially wanted our CSMs to get plugged into both industry standard information and best practices of being a CSM, as well as get connected to peer CSMs at other companies. Often, it’s easy to find yourself thinking you’re the only one with a particular challenge or facing a certain situation either as a department, company, or individual. Engaging other CSM and CS Leaders through the SA community has helped ground us that we’re not alone and we have both insights to share as well as to gain from the CS leaders and CSM community within SA.
How Sales Assembly is Being Used
We leverage SA as an opportunity for continued learning (a requirement for our CSMs within their career path) as well as a great way to connect and learn from other CS leaders and CSMs in the space. Many of our CSMs have obtained their CSM certification and regularly join the monthly CSM / AM peer group call to bounce ideas around with folks from other companies in the same roles. Personally, I love joining the CS Leadership meetings to hear about other challenges other leaders are facing – it’s so helpful to have a peer group sounding board with everything we’ve got going on this year.
In Action
Right from the very start, the first program my team joined was perfectly relevant for us. It was a skill development course run by the CS leader at ActiveCampaign all around how to effectively allocate CSMs based on client size. It was timely because we were implementing the same strategy at that time, so it was brilliant to hear from the SME about their process and how they navigated that. Programs like this also bring additional confidence about everyone’s ability to perform in their roles – crucial when times are more difficult like they are now.
