Below are recommended resources to help you rock your role as a CSM!
Please note that the resources below have affiliate links, which means I earn a commission if you use the link to make purchase (at no cost to you).
Customer Success Professional's Handbook
Whether you're an aspiring or seasoned CSM, this Customer Success Professional's Handbook offers industry best practices and prescriptive guidance that will help you succeed as a Customer Success Manager. Believe it or not - it sits on my coffee table as we speak!
The Customer Success Book
With the advent of the subscription economy, the Customer Success Manager role was born. To learn about the impact of Software as a Service (SaaS) on Customer Success, grab this book to dive into the history of the movement and the philosophies that are shaping our industry.
Never Split the Difference
In our roles, it's important to be able to navigate through conversations by using persuasion and negotiation tactics, which will help you become a strong communicator. One of the leaders in this topic is Chris Voss, a FBI hostage negotiator who used used emotional intelligence and intuition to circumvent and deescalate high stakes hostage situations. While our Customer Success escalations are not that extreme (thankfully), there's so much powerful information that we can learn from Chris Voss when it comes to dealing with the human psyche.
The Trusted Advisor
We're often referred to as The Trusted Advisor to our clients, but what does that really mean? How do you actually build trust? This book explores the critical role of trust in building long term relationships. There's even a trust formula that you can follow!