Being the first CSM at a company

2 min read

Being the first CSM at a company can be a dream with limitless possibilities, or a nightmare with unclear objectives. Nonetheless, it’s a challenge many will (hopefully?) face during a career within CS. So how should you tackle it?

We have invited Lauren Cumming, Director of CS at Candu, and Liz Stephany, Director of CS at Close who will share their experiences and best practices on being the first CSM at a software company.

Watch the session to learn:

  1. What it really means to be the first CSM

  2. How to take control of the customer base

  3. How to hire a team & set yourself up for the leadership role

  4. And much more…

Moderator:

Gurprem Sagoo is a CSM at Planhat with over 10 years of experience as a CS lead in the SaaS industry and won CSM of the Year 2022 through the Customer Success Excellence awards. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.

Speakers:

Lauren Cumming has only ever been the first Customer Success hire over her eight years of experience working in early-stage SaaS companies. Most recently, she spent four years scaling the CS team at Fixflo and is now Director of CS at Candu, where she is once again building a CS function from scratch. Lauren loves to connect with other CS professionals and hopes to bring back face to face networking events to London with CSM LDN soon!

Liz Stephany was the first CSM at Close six years ago. Today, she leads their Customer Success team that she built from the ground up and uses data-driven strategy and consultative experience to coach salespeople and teams on revenue-generating strategies. Liz is an attorney by education, but working in technology is her passion.

Download to watch the full video now.

At the CSM Corner, we help Customer Success Managers create success for themselves and their customers by providing inspirational how-to-dos and hands-on experience from the very best in the industry. The knowledge is presented in a 30-minute webinar - not a minute longer - so you can dive in, learn fast, network with CSMs, and then focus on what creates the most value for you: your customers.

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