Setting up a CSM team for International Regions

CSM Practice - The Customer Success Podcast

In this episode, we delve into the artistry of Customer Management, a skill that cannot be learned in any university but is acquired through years of experience and exceptional communication. Our guest today, Samuel Bringas, the Regional Manager for Customer Success Management at CyberArk in the LATAM and Caribbean regions, shares his remarkable journey from Account Management to Customer Management.
Discover how Samuel navigated the realm of Customer Management with minimal prior customer interaction experience in his enlightening conversation with host Irit Eizips.
Throughout this engaging discussion, Samuel sheds light on various essential topics:

• Samuel's personal journey into the Customer Success field.
• The distinction between Customer Success and Account Management.
• Tips for becoming a successful Customer Success Manager.
• Samuel's initial experience as a Customer Success Manager in a pooled model.
• The secret to achieving outstanding results in the LATAM region.
• Strategies for effectively managing a vast customer base as a CSM.
• Prioritizing customers based on their unique needs.
• Balancing high-priority accounts with others.
• Navigating customer relationships during the pandemic.
• Defining success in the challenging LATAM market.
• Innovative digital campaigns to engage and retain customers

Join us as we explore the art and science of Customer Management with Samuel Bringas, and learn how you can excel as a Customer Success Manager in today's dynamic business landscape. Stay tuned for insights, strategies, and success stories in the world of customer-centricity!
Watch the full video on YouTube: https://youtu.be/G5QTVxI9bf0
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Additional Resources:
🎥 Video: How to achieve success with existing customers?
https://youtu.be/cZ65vblnKeY
🎥 Video: KNOW WHY CUSTOMER VALUE MANAGEMENT IS IMPORTANT
https://youtu.be/u8AqzomEmrY
🎥 Video: Surprising Facts about Working With Companies in Latin America
https://youtu.be/mM0Xt_B3POw
📑 Blog: Proactive Data-Driven Customer Success Engagement
https://bit.ly/3TlNugm
📑 Blog: Tips to Best

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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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Kapitler

1. Intro (00:00:00)

2. Background (00:00:55)

3. Customer Success vs. Account Management (00:01:55)

4. CSM skills (00:04:31)

5. Pooled Model (00:06:58)

6. Managing LATAM (00:10:41)

7. Managing Hundreds of Customers (00:12:10)

8. Managing Large Accounts (00:15:16)

9. Recommendations (00:18:22)

10. Improvements (00:21:09)

11. CS Tool (00:23:39)