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The Power of Being Easy to Work With in Customer Success: A Collaborative Approach to Success


In the world of Customer Success, there's a quality that often goes overlooked but can make a world of difference: being easy to work with. It's an underrated trait that can significantly impact your effectiveness as a Customer Success Manager (CSM) and the success of your customers. Let's explore why being easy to work with matters and how it can benefit not only your relationships with cross-functional teams but also your overall success in the role.


Customer Success is a function that interacts with virtually every department within an organization—Sales, Marketing, Finance, Product, Engineering, HR, IT, and more. As CSMs, we rely on the collaboration and support of these teams to deliver exceptional value to our customers. However, if we make it difficult for others to work with us, we're setting ourselves up for unnecessary challenges and obstacles.


Think about it: if you're a pain in the you-know-what to collaborate with, why would anyone want to help you? People are naturally drawn to those who are pleasant to work with, who contribute positively to the team dynamic, and who make their jobs easier, not harder. By being easy to work with, you not only foster better relationships but also pave the way for smoother collaboration and more successful outcomes.


Here's where the magic happens: by embodying the qualities of being easy to work with, CSMs can leverage their collaborative approach to enhance various aspects of their role:


Sales Collaboration:


In collaboration with the sales team, being easy to work with can lead to more seamless transitions from the sales process to post-sales activities. By fostering open communication and mutual respect, CSMs can ensure a smoother handover of accounts, set realistic expectations, and lay the foundation for long-term customer success.


Marketing Alignment:


Partnering with the marketing team becomes more effective when CSMs are viewed as valuable collaborators rather than obstacles. By providing valuable customer insights, feedback, and success stories, CSMs can contribute to the creation of targeted marketing campaigns, content, and messaging that resonate with customers and drive engagement.


Finance and Product Engagement:


When working with finance and product teams, being easy to work with can facilitate discussions around contract renewals, pricing negotiations, and product feedback. By demonstrating a willingness to listen, understand, and find mutually beneficial solutions, CSMs can strengthen relationships and drive positive outcomes for both customers and the business.


Engineering, HR, and IT Support:


In interactions with engineering, HR, and IT teams, being easy to work with can expedite the resolution of technical issues, streamline internal processes, and enhance the overall customer experience. By building rapport and fostering a collaborative mindset, CSMs can leverage cross-functional expertise to address customer needs promptly and effectively.


In essence, being easy to work with is not just about being nice—it's about recognizing the interconnectedness of all aspects of the business and the importance of collaboration in achieving shared goals. By adopting a collaborative approach and prioritizing positive interactions with cross-functional teams, CSMs can remove barriers, drive efficiency, and ultimately deliver greater value to customers.


So, to all the Customer Success professionals out there: let's make a conscious effort to be easy to work with, to be kind, to add value, and to collaborate effectively. By doing so, we'll not only make our own jobs easier but also set ourselves up for greater success in helping our customers thrive. After all, success is sweeter when it's shared.

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