How to Coach Your Customer Success Team to Manage Their Book of Business With Intention

Episode notes

Most CS leaders know their team isn't managing their book of business as well as they could be. What fewer leaders recognize is that the gap usually isn't motivation or effort. It's that nobody ever made "good" explicit. This episode is a full coaching breakdown of how to develop the mindset, skills, and behaviors your team needs to manage their accounts with intention, broken down by a quarterly, monthly, weekly, and daily operating rhythm.

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• How to Coach Your CSMs to Say No Without Losing the Customer Relationship50 / 100
• How to Manage Up When Your Leadership Doesn't Understand What Customer Success Does
• Coaching Spotlight: Structure, Strategy, and Scale with Senior Client Director Deepa Jain