CSMs shouldn't be experts in this (stop!)
This week's episode of Impact Weekly, titled "What CSMs Should be Experts In (and what they Shouldn't)" just dropped.
If you're a CSM and you think you need to know everything there is to know about your customers' unique businesses... stop. You're setting yourself up for failure.
If you're a Head of CS and have CSMs that think that... stop them. You're setting your CSMs up for failure.
CSMs can't - and shouldn't try to - be experts in their customers' businesses.
BUT... there is something that CSMs can and should be experts in.
And Johan and I tell you exactly what that is in this week's episode of Impact Weekly,
Oooh... big tease. Just listen... it'll totally be worth your time.
Have a great weekend!
~ Lincoln
BTW: If you're looking to build a Social Proof machine to consistently generate real advocates at scale, join our 2-week online intensive Advocacy training program that starts 27 November, 2023.
Learn more about the program and sign-up here.
...
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
On Monday, you find out. Join our Head of CS training starting October 20, 2025. This is one of the most impactful programs we offer because it focuses on the critical aspects of Leadership, Management, and Coaching that every Head of Customer Success needs to leverage to drive real business impact. Our live sessions are going to focus on the big shifts AI is having on everything we do in Customer Success. While the core, underlying principles of building, running, and scaling a CS org...
Trying to get customers to execute perfectly when they don't have experience, expertise, or even the desire to do so. Yet, we've designed our entire operation and organization to try to make this work. We've created a profession and discipline around this. That's insane if you think about it. I remember way back in 2012 when I was working with email marketing platforms. Customers would churn from one provider to another looking for better results. But the problem wasn't the platform. It was...
Oct-20 - Nov-7. Learn more and sign-up here. Leading a Customer Success org in 2026 requires more than just operational know-how. You need a strategic approach to driving NRR, building high-performing teams, and proving CS's value to the executive suite. Introducing: Strategy & ScaleOur completely reimagined Head of CS training program, running October 20 - November 7 at Impact Academy. Over three weeks, you'll learn about the three pillars that separate great CS leaders from everyone else:...