Hiring CSMs in an Evolving CS landscape


Customer success is becoming one of the most important factors across all types of businesses, and there is no wonder that “Customer Success Manager” is one of the fastest-growing jobs on LinkedIn. But hiring CSMs isn’t easy. The role is still very new, and few people have relevant experience. So, how do you make sure that you’re hiring the best CSMs for the job?

For one hour, Customer Success leaders, Irit Eizips, Lisa Wilkinson, and Sara Bochino discusses their different experiences on hiring CSMs.

Watch the session to learn about:

  1. How to define the skill sets you need for your CSM team

  2. Tips to improve your hiring process

  3. What questions to ask candidates

  4. How to ensure you attract the best talent

  5. And much more!


Irit Eizips is the Chief Customer Officer & CEO at CSM Practice, and a world-renowned expert in customer retention and upsell strategies. She has been shaping Customer Success methodologies and has been nominated a top Customer Success strategist and influencer, year after year since 2013. Irit is also an expert in developing and implementing CSM hiring strategies, establishing comp plans and defining CSM team performance KPI.

Lisa Wilkinson is the Director of Digital Experience Management at Bloomreach, a leading Digital Experience Platform that powers 25% of eCommerce experiences across the US and UK. Lisa has built Customer Success teams that have gone on to receive perfect scores for supporting services in the Forrester Wave for Experience Optimization. She is currently hiring for and building out the Digital Experience team at Bloomreach.

Sara Bochino is currently the VP of Customer Success Management at talech, a point of sale system focused on small and medium-sized businesses across retail, restaurants, and services. Sara has held and hired for CSM roles within large enterprise organizations to start-up environments and is currently building the customer management function at talech from the ground up.

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