This article is a summary of a YouTube video "Top 10 CSM Skills Hiring Managers Look For" by CSM Practice

The Top Skills to Look for When Hiring a Customer Success Manager

TLDRIn this video, Shawn Ruan shares the top hiring skills for a Customer Success Manager (CSM). These skills include communication, authenticity, emotional intelligence, productivity, relationship building, curiosity, and problem-solving. A great CSM goes beyond their job role and proactively seeks to understand their customers' needs. They exhibit excellent communication skills, are authentic in their interactions, and have high emotional intelligence. They are productive and focused on building strong relationships with their customers. Lastly, they possess curiosity and problem-solving skills to effectively address customer needs.

Key insights

💬Strong communication skills are essential for a CSM to effectively articulate complex information and tailor their message to different audiences.

💯Authenticity is key for building trust and fostering long-term relationships with customers. A CSM should be their true self while maintaining professionalism.

😊Emotional intelligence allows a CSM to understand and regulate their own emotions and empathize with the emotions of their customers, leading to deeper connections.

🚀Productivity goes beyond the basics, with exceptional CSMs proactively seeking opportunities to add value, such as staying updated on industry trends and making valuable introductions.

🤝Building strong relationships is crucial for a CSM to establish trust, understand customer needs, and collaborate effectively to achieve customer success.

Q&A

What are the top skills to look for when hiring a Customer Success Manager?

The top skills to look for when hiring a Customer Success Manager include communication, authenticity, emotional intelligence, productivity, relationship building, curiosity, and problem-solving.

Why are communication skills important for a Customer Success Manager?

Communication skills are important for a Customer Success Manager to effectively articulate complex information and tailor their message to different audiences. It allows them to build strong relationships and convey information clearly to customers.

What does it mean to be authentic as a Customer Success Manager?

Being authentic as a Customer Success Manager means being true to oneself while maintaining professionalism. It involves building trust and fostering genuine relationships with customers.

Why is emotional intelligence important for a Customer Success Manager?

Emotional intelligence is important for a Customer Success Manager to understand and regulate their own emotions, as well as empathize with the emotions of their customers. It leads to deeper connections and better customer relationships.

How can a Customer Success Manager be productive?

A Customer Success Manager can be productive by going beyond their job role and proactively seeking opportunities to add value. This can include staying updated on industry trends, making valuable introductions, and constantly seeking ways to improve customer satisfaction.

Timestamped Summary

02:57Communication is the number one skill to look for when hiring a Customer Success Manager. It involves clear articulation and the ability to tailor messages to different audiences.

06:22Authenticity is important for building trust and fostering genuine relationships with customers. It means being your true self while maintaining professionalism.

09:14Emotional intelligence allows a CSM to understand and regulate their own emotions, as well as empathize with their customers' emotions. It leads to deeper connections and better customer relationships.

12:39Productivity goes beyond the basics for a CSM. Exceptional CSMs proactively seek opportunities to add value, such as staying updated on industry trends and making valuable introductions.

14:46Building strong relationships is crucial for a CSM. Trust, understanding customer needs, and effective collaboration are key aspects of relationship building.