The CS Mentor - All things Customer Success

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When I started my career in Customer Success, I used to get hundreds of questions around my role. The situation hasn't changed much and I see that a lot of people are still unaware of Customer Success as a Career. Moreover, there is no single repository for budding CSMs and learn more about this role. Seeing this gap, I thought of doing something about it, and 'The CS Mentor' is the result! I hope you would like my podcast. Questions? Send me a LinkedIn message: https://linkedin.com/in/ankitify Music by LiQWYD. Licensed under Creative Commons.

Ankit Aggarwal


    • Aug 30, 2021 LATEST EPISODE
    • infrequent NEW EPISODES
    • 9m AVG DURATION
    • 35 EPISODES


    Latest episodes from The CS Mentor - All things Customer Success

    S204 - Setting up Customer Success Function within your Organization

    Play Episode Listen Later Aug 30, 2021 53:11


    Starting a CS Department is never an easy decision. Moreover, Starting it right and also at the right timing is imperative. In this episode with Puneet, I am discussing the nuances of starting the CS function and how to scale it as the organization grows. More Read: https://customersuccessbox.com/how-to-start-a-customer-success-department/

    S203 - Hiring and Growing the CS Team

    Play Episode Listen Later Jun 24, 2021 29:34


    Whether you're a job seeker or an employer, I highly recommend you to listen to this episode. In this episode, I am speaking to Emily Garza, AVP, Customer Success at Fastly Inc. Emily and I discuss why employers struggle to find the right talent and why candidates struggle to find the right job. We also discussed Emily's journey into Customer Success and how can someone do that too.

    S202 - Wearing Multiple Hats as a CSM

    Play Episode Listen Later May 11, 2021 23:28


    Ever wondered why CSMs are so busy? Well, It's because they wear multiple hats and held responsible for many things. In this episode, I am discussing how CSMs can actually take care of everything while managing multiple things at once.

    S201 - How to Accelerate Customer Relationships with Ronni Gaun

    Play Episode Listen Later Apr 6, 2021 22:45


    The CS Mentor is back with Season 2. In this first episode, I am speaking to Ronni Gaun who is a fellow Top 100 CSM. With over 25 Years of experience in Client Facing roles, Ronni is expert in accelerating the relationships. In this episode, I speak to her about the same.

    Episode 30: OKRs for Customer Success Managers

    Play Episode Listen Later Nov 30, 2020 5:42


    Wondering how Customer Success Managers reach their goals? Well they have OKRs aligned according to the multiple stages. Listen to this episode to know what are OKRs and how it looks in Customer Success.

    Episode 29: How much do CSMs earn

    Play Episode Listen Later Nov 17, 2020 5:34


    Choosing a career path is tough! There are a lot of uncertainties and you want to know if this is the right decision. Fortunately, This episode would make things easy if you are looking to explore Customer Success as a Career. In this episode, I would be answering 4 key questions: How does a career in Customer Success look like? What's the career path? CS learning opportunities? How much can you earn? Anonymous Salary Survey: https://incustomersuccess.com/salary-benchmarks/

    Episode 28: Let's talk about QBRs

    Play Episode Listen Later Nov 9, 2020 4:35


    QBR or Quarterly Business Review is a term not commonly known to many (even to a lot of Customer Success Managers). In this episode, I would be sharing What exactly is a QBR, Why it is important and what all goes in a QBR.

    Episode 27: A Typical Day in Life of a CSM

    Play Episode Listen Later Nov 3, 2020 4:46


    Do you wonder how do Customer Success Managers handle so much work together? Well, The need is to have a balance in the work schedule. This episode of The CS Mentor Podcast tells you about a typical workday of a Customer Success Manager.

    Episode 26: My Journey into Customer Success

    Play Episode Listen Later Oct 19, 2020 4:31


    Do you wonder how I moved into Customer Success? Listen to this episode to know my journey!

    Episode 25: CSM Interview Prep - Managing Internal Communication

    Play Episode Listen Later Oct 12, 2020 5:43


    Communication is bread and butter for a Customer Success Manager! And we often need to communicate both internally and externally. In this episode of the CS Mentor Podcast, I am discussing why Internal communication is important and what could you do to make it easier.

    Episode 24: CSM Interview Prep - CSAT vs. NPS

    Play Episode Listen Later Oct 5, 2020 5:42


    If you can't measure it, You can't improve it! In this episode of The CS Mentor Podcast, I am sharing insights on Customer Satisfaction Metrics viz. NPS and CSAT. Tune in to this episode to know what are these are how are they used.

    Episode 23: CSM Interview Prep - Answering Previous Time based Questions

    Play Episode Listen Later Sep 28, 2020 3:37


    The second-most popular type of question asked during the CS interview is "Tell me about a time..". Interviewers love this question! While you have to tell your story here, What if you can add an interesting element to it and outperform the competition? Listen to this episode where I share a framework to leave an impact on the interviewer with your answer!

    Episode 22: CSM Interview Prep - Answering Situation based Questions

    Play Episode Listen Later Sep 21, 2020 5:53


    Situation based questions are the most common questions in a CS interview. Unfortunately, a lot of times we don't prepare for them ahead and fail to answer it correctly. Listen to this episode where I share a framework to leave an impact on interviewer with your answer!

    Episode 21: CSM Interview Prep - Why is Customer Success Important to you

    Play Episode Listen Later Sep 14, 2020 4:46


    In this new series, I would be giving a framework to answer the top 5 questions being asked during the Customer Success Interviews. In this first episode of this series, I answer the question, "Why is Customer Success Important to you?"

    Episode 20: How to Nail Virtual Interviews with Shubha Joshi

    Play Episode Listen Later Sep 8, 2020 23:16


    With the new normal, Things have changed considerably. It has also impacted the way interviews are conducted. Today on the CS Mentor Podcast, I speak to Shubha Joshi who is the founder of The Image Launchpad. She specializes in Image consulting and one of the few AICI accredited Image Consultants in India. Listen to this episode to learn the tips to nail your next virtual interview. Wait! There is more to it. Shubha has agreed to provide a FREE Virtual Image consulting session worth 110USD to one of our lucky listeners. During this interview, You would hear a code. Just go to Shubha's website i.e., theimagelaunchpad.com, and put the code and your details. So, What are you waiting for? Listen to the episode now and enter into the giveaway!

    Episode 19: Top 5 questions for your next Customer Success Interview

    Play Episode Listen Later Aug 31, 2020 4:59


    Preparation always comes before Success, Even in the dictionary. What if I tell you the questions you might need to answer during your next Customer Success Interview? No, I am not joking and I am not applying any mind-reading techniques here. If you zoom out a bit and identify what hiring managers would be looking, You would be able to guess the questions. Listen to this episode and find out the Top 5 questions people ask during Customer Success Manager interviews.

    Episode 18: Do you need a specialised degree to be a Customer Success Manager?

    Play Episode Listen Later Aug 24, 2020 4:07


    Do you think Customer Success Managers need a specialised degree? In this episode, I discuss how your education impacts your job and what companies look for when they look out for Customer Success Managers.

    Episode 17: Why Customer Success is the best role ever made!

    Play Episode Listen Later Aug 14, 2020 4:45


    Love Customer Success? Listen to this episode of The CS Mentor podcast to understand why Customer Success Managers are loved within an organization and why there is a huge demand in this profession!

    Episode 16: Going out of the Box and Getting more Interviews

    Play Episode Listen Later Aug 10, 2020 5:31


    It is often said that 'When something doesn't work the traditional way, Do something out of the box'. How do you think out of the box during job search? Well, This episode has the answer! You can literally follow the same process during the job search and I did the same a while ago. This approach helped me out in fixing interviews with the target companies and eventually landing up a job at MoEngage.

    Episode 15: LinkedIn - How to start conversations and get interviews

    Play Episode Listen Later Aug 7, 2020 6:15


    Okay, So you have an awesome LinkedIn profile. You are getting some profile views and probably some recruiters' messages in your inbox. But, You still long for that dream company! How can you probably get the job there? You could do all this by making the first move. Yes, By reaching out to the right people in right way, You can land interviews and probably your dream job too! In this episode of 'The CS Mentor' Podcast, I discuss the strategy that has worked for me as well as many other candidates that I have coached.

    Episode 14: LinkedIn - Your experience matters

    Play Episode Listen Later Aug 3, 2020 5:01


    Do you know the secret to accelerate your career and get a job via LinkedIn? In this second episode of the LinkedIn Optimisation series, I talk about two important sections that not only help you give more profile views but also helps in holding the first impression you were able to make. With the right content, These sections take you one step closer to your dream job.

    Episode 13: Making the first Impression with LinkedIn

    Play Episode Listen Later Jul 31, 2020 6:48


    Do you know the secret to accelerate your career and get a job via LinkedIn? In this first episode of the LinkedIn Optimisation series, I talk about the 4 key elements you need to change to make the first impression with your LinkedIn profile. These 4 things are Your Profile Photo, Headline, Cover Photo, and About me. I'm sure that these tips would help you give more exposure to your LinkedIn profile and hence better chances of getting interviews.

    Episode 12: Getting more Interviews via LinkedIn

    Play Episode Listen Later Jul 27, 2020 2:33


    Do you know the secret to accelerate your career and get a job via LinkedIn? During Feb 2020, I was in a bit of situation, CoronaVirus had already started impacted the jobs and I was scheduled to come back to India. I started my job search with no luck. My applications were just landing nowhere. So, I changed my strategy altogether and optimise my LinkedIn strategy. In this series of episodes, I am going to share the tips and tricks you could use to get more interviews.

    Episode 11: Framing a perfect 'About Me'

    Play Episode Listen Later Jul 24, 2020 6:10


    We have been always told that the first impression is the last impression. In this episode of The CS Mentor Podcast, I reveal a framework I use to draft a perfect about me. Any Customer Success Manager can use this to make an impact and improve the chances of getting hired!

    Episode 10: Customer Success as a Career with Atma Gunupudi (Part 2)

    Play Episode Listen Later Jul 20, 2020 14:55


    I'm really excited to bring you the first-ever interview podcast at 'The CS Mentor'. In this second part of my conversation with Atma, I am covering the following things: Skills Hiring Managers look for when they hire CSMs How to move into Customer Success without any knowledge The most important skill for a Customer Success Manager

    Episode 09: Customer Success as a Career with Atma Gunupudi (Part 1)

    Play Episode Listen Later Jul 17, 2020 16:18


    I'm really excited to bring you the first-ever interview podcast at 'The CS Mentor'. In this first part of my conversation with Atma, I am covering the following things: Customer Success as a Career Customer Success in 2010. Future of Customer Success Impact of Covid19 on CS Role

    Episode 08: How should a Customer Success Manager's Resume look like?

    Play Episode Listen Later Jul 13, 2020 7:46


    Are you looking out for Customer Success job? This episode talks about Customer Success Manager's resume. Use the tips and tricks shared in this episode to stand out from the crowd and get your next job easily!

    Episode 07: Do you need technical skills to be a CSM?

    Play Episode Listen Later Jul 10, 2020 4:53


    Technical or non-technical? Without a doubt, This is one of the most debatable questions in Customer Success. I decided to take a poll on it and share my findings.

    Episode 06: Hacking into the Customer Success Career

    Play Episode Listen Later Jul 3, 2020 4:02


    Are you aware of this secret 'hack' which people use to land their first Customer Success job?

    Episode 05: Why moving into Customer Success is easier than you think

    Play Episode Listen Later Jun 27, 2020 6:17


    How many times you have said this to yourself: "Damn, It's so hard to move into Customer Success". Well, If you have said it, Listen to this episode where I am demystifying this myth and give you a 'hack' to supercharge your career!

    Episode 04: 8 Important Skills for a Customer Success Manager

    Play Episode Listen Later Jun 23, 2020 7:10


    Do you know what makes a good customer success manager? In this episode, I am going to reveal the 8 important skills needed to become a successful CSM.

    Episode 03: Customer Success Terminologies

    Play Episode Listen Later Jun 19, 2020 8:21


    You can't become a Customer Success Manager in a day but this episode would make you would sound like one! In this episode, I am going to talk about the 10 most frequently used jargon in Customer Success space.

    Episode 02: The History of Customer Success

    Play Episode Listen Later Jun 19, 2020 5:09


    Do you know When the term 'Customer Success' was coined? It's important to know the history so that you understand why Customer Success is an integral part of SaaS these days.

    Episode 01: Defining Customer Success

    Play Episode Listen Later Jun 19, 2020 5:56


    If you're like me, You would have been asked a question like: "Customer Success? No, I am not aware of it! What's it's like?". Trying to answer the question may not have resulted in anything. However, This episode would help you understand "What is Customer Success?" and how to answer this question.

    Episode 00: What is the CS Mentor?

    Play Episode Listen Later Jun 13, 2020 3:42


    Last month, I started helping out people who wanted to transition into Customer Success. Some of my mentees were in a similar field but there were a few who had no idea about Customer Success. When I tried pointing them to the right content, I realize that it doesn't exist. That's when I thought of starting my own Podcast to bridge this gap.

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