How Do I Deal With Challenging Customers as a CSM?

CSM Practice - The Customer Success Podcast

How can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq, shares invaluable insights on navigating common yet challenging customer scenarios!
HIGHLIGHTS
- Strategies for scaling CS teams from 5 to 30 members.
- Tech stack recommendations for managing long-tail segments.
- Creative solutions for common customer challenges.
- The power of peer influence in customer webinars for boosting product adoption.
Whether you're an aspiring customer success manager or looking to refine your customer retention strategies, this episode is packed with actionable insights and success stories from the front lines of CS.
ABOUT OUR GUEST
Alon, a seasoned Customer Success Leader with over 15 years of experience, excels in building and scaling CS teams at B2B SaaS companies. Currently, he leads the Customer Success Mentorship program at SixFigures and is the Senior Customer Director at CHEQ, managing international teams and CS Ops. His dedication to delivering customer value shines through as he expertly navigates complex scenarios.
🔗 You may connect with Alon via LinkedIn
Watch the interview here.
#CustomerSuccessManager #ProductAdoption #CustomerRetention #SaaSInnovation
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Additional Resources:
📑 Read: CSM Proactivity Assessment
🎥 Watch: What CSMs Should Know About Their Customers
⏬ Download: Customer Success Technology Stack
SixFigures High-Tech Class
Vitally

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Kapitel

1. The High-Tech Class (00:00:00)

2. Scaling With Vitally (00:03:18)

3. Data-Driven Success (00:05:11)

4. Thinking Outside the Box (00:06:36)

5. Customers Who Don’t Prioritize Your Product (00:11:27)

6. Be Proactive! (00:15:35)

7. Where CSMs Should Be (00:17:41)

8. Dealing with Misaligned Expectations (00:18:42)

9. Importance of EBRs (00:21:43)

10. Customers Who Don’t See the Value (00:23:20)

11. The Power of Webinars & Peer Influence (00:26:38)