How To Create A Positive Impact As A Customer Success Manager w/ Jeff Mar

Introduction

In the latest episode of the podcast, Mausmi Ambastha sits down with Jeff Mar, co-author of ‘Mastering Customer Success’. The discussion dives into the challenges and intricacies faced by those in the customer success (CS) industry, especially those who work directly with customers daily like customer success managers and CS operators.

Unlike many other books focused on chief customer officers and high-level strategies, Jeff and his co-author Peter took a different approach: highlighting the people on the ground and doing the actual work.

Their perspective sheds light on the often-overlooked heroes of the CS space, and this conversation brings out the passion and authenticity behind their journey in writing the book.

About The Guest

Jeff is a principal customer success manager at LinkedIn, where he helps enterprise customers foster a dynamic learning environment through LinkedIn learning. With over 18 years of experience, he focuses on driving innovation, employee retention, and competitive advantage. Jeff is passionate about connecting with professionals and creating value through technology and conversation.

Key Takeaways

Here are some essential insights from the conversation that stood out, let’s see each:

1. Focus On The Real Players: CSMs And CS Operators

Jeff and Peter's book stands out because it goes deeper into the practical aspects of customer success by focusing on those who make a direct impact like CSMs and CS operators. Jeff explains that while a lot of literature exists on how to manage an entire customer success division, few resources really dive into the daily challenges faced by the on-the-ground operators. By highlighting their stories, experiences, and skills, Jeff hopes to bridge this gap and provide actionable insights for anyone in the field, whether they’re new or experienced.

2. Addressing Imposter Syndrome

Jeff candidly shares his personal experience with imposter syndrome, especially when asked to co-author the book with someone as influential as Peter, who has shaped much of the customer success industry. He recalls questioning his own abilities, wondering if he was truly qualified to share his perspective, especially when surrounded by talented CSMs in his own organisation. However, he emphasises that his partnership with Peter, combining the latter's experience with his on-the-ground perspective, created a unique blend that makes their book relatable and impactful.

3. Simplifying Complex Ideas

One of the standout features of Jeff’s approach, as highlighted by Mausmi, is his ability to simplify complex concepts. Jeff’s philosophy is simple: analogies make learning easier. In his own words, he likes things simple and believes that breaking down complex ideas into relatable analogies helps people grasp and apply customer success principles more effectively. This down-to-earth approach is why his work resonates so well with his audience and why his book is positioned as a valuable resource for anyone working in CS.

4. The Value Of Sharing Experiences In CS Content

Mausmi points out that the industry needs more content that shares real experiences from the ground level. Jeff’s book fulfills this need by focusing on the people who perform the day-to-day tasks and face challenges firsthand, making it a valuable resource for practical learning.

5. Jeff's Approach To Learning And Development

Jeff highlights the importance of staying open to learning, even when you’re not in a senior position. He underscores the value of continually building skills and knowledge, irrespective of titles, to grow within the field and bring value to the organisation.

4. Encouraging More Voices In The CS Community

The conversation also discusses the need for more diverse voices in customer success content. Jeff and Mausmi both agree that sharing different experiences whether from seasoned executives or those in junior roles enriches the community and helps everyone learn from each other’s journeys.

Conclusion

This episode provides a refreshing take on customer success, focusing on practical, real-world experiences. Jeff’s openness about imposter syndrome and the unique collaboration with Peter highlight how diverse perspectives can create meaningful insights into CS. Their book, ‘Mastering Customer Success’, brings together strategic leadership and hands-on experience, making it a valuable resource for anyone in the field. This episode and the book are highly recommended for those eager to deepen their CS understanding.