By Hally Darnell — Sep 14, 2022

Let's Hear It for the CSMs

Let's give the CSMs a hannnnnddddd! We're talking what your CSM new hires wish you included in onboarding, capabilities model, CS courses, and beyond!

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What Your New CSM Hires Wish You Did (& Didn't) Include During Onboarding

Vitally & RecastSuccess are bringing together CS leaders and practitioners from RecastSuccess, BigCommerce & Culture Amp to discuss CSM onboarding & how CS organizations can scale their onboarding process.

The Customer Success Manager Capabilities Model

While there is a common agreement on the “MUST-HAVE” characteristics, the CSM role has become more demanding & multifaceted. CSMs are expected to integrate various skills such as project management, task prioritization, etc.

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10 Best Customer Success Courses and Training Programs for Customer Success Managers

How do you know which certifications or training programs are the best for you? We’ve listed what we think are the best customer success courses and training programs for customer success managers.

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CSM as Mini-CEO: How to Lead without Authority

Ultimately, CSMs guide toward positive outcomes by inspiring action, but not always owning the activities to be done. They lead by influence, not authority. In many ways, the CSM role sounds harder than being a CEO.

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In Other SaaS CS News 🚨

We'll leave you with...

The Surprising History of Crossword Puzzles (by way of Medium)

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Like many things that satisfy the morally dangerous trifecta of “fun,” “new,” and “popular,” crosswords were treated with immediate and prolonged suspicion in the media, which regarded them as a perilously addictive habit that would fry everybody’s brains and bring human industry to a grinding halt if they weren’t replaced at once with something productive like Latin poetry or pompous op-eds about political correctness. Keep Reading -->