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lead with others make sure to bring other stakeholders in so that you can make sure the customer is on their path to success and that they can scale with your business solution hey there my name is Mickey lager and I'm the director of customer success at tackle in this video I'm going to be talking about three tips that every customer success manager in the SAS industry should be thinking about and always keeping top of mind first off know your customer and understand their business and there are three critical steps in knowing how to navigate that first off don't make it so operational build a true relationship with a client it's really important to have a true Discovery session so you can understand who are their competitors what are the challenges they're facing and what's their true Mission at heart and how are they hoping to achieve that next truly understand who the core team is that you should be working with understanding the key stakeholders from the customer is going to make sure not only that you of course are successful but most importantly that they are going to be successful with your business and finally make sure to understand their key strategic and revenue goals this is going to help you guide them to a path to success you can visit these goals in Cadence meetings that you have with the customer but also in quarterly business reviews and even annual planning sessions the second major tip is to co-own the relationship what does that mean it means that not one person owns the client relationship at your company lead with others make sure to bring other stakeholders in so that you can make sure the customer is on their path to success and that they can scale with your business solution the first part of that is teaming up with sales go ahead and divide and conquer to make sure that the role delineation is clear to the customer and clear to both of you internally having that delineation will allow the customer to really succeed in various initiatives across the board build a really strong relationship with your support team they're the ones managing all the tickets and the technical assistance so if they know your customers current health state or any other issues that they've been encountering they can help expedite and understand urgency and prioritization and last partner with the product team they're going to be really influential when it comes to strategic planning with that customer it's really important for the customer to understand where your business is headed in the future quarters so that they can plan ingly but also for your product team to then understand where the customers product roadmap is headed so you can align on strategy and best practices for that customer the third major tip you must consider is having a defined customer journey I can't say it enough if the customer doesn't know where they're heading it's going to cause some issues right we want to give them a clear road map to success you can always adjust Milestones as needed based on different goals and different initiatives that you're working on with them once you have the customer Journey defined you can actually figure out which Milestones align with the growth strategy the customer has in mind this is going to allow you to think proactively I know that's really hard as a CSM is we love to be reactive but it's really important to understand that if the customer wants a what could they also need thinking about BC and D down the road that proactive mindset is really going to get you far ahead and get that customer growing way quicker you know those customer satisfaction or MPS surveys that go out to your customers use those I can't stress it enough it's so important to find the trends that you're seeing in that then you take those and then iterate the customer Journey based on that feedback you're getting the last part of that Journey it's about how you get them to scale and optimize with your product or service offered how are we growing what they're doing and not only that how can they maybe become a customer Advocate or become part of the community to help you out to further the product thank you for listening and I hope this has been really helpful to you no matter what stage of growth you're at with your company there's a way to accomplish these tips it's been extremely helpful for us here at tackle so I hope it helps you as well [Music] foreign [Music]