B2B Marketing Strategy

Customer Success: More than just “yes”

Brett McGrath

July 13, 2021

Customer Success: More than just “yes”

I would like to apologize... 

...to every single CSM I’ve ever worked with. Admittedly, I probably haven’t worked closely enough with any of you. That’s on me. Even more importantly, I haven’t truly understood their role. 

Foolishly, I thought to myself, “they just tell the customer ‘yes’ and then figure it out.” 

That’s the fun of this stage. For 6 months, The Juice was a team of one. Now, we’re a team of six, small but very mighty. We all “wear a lot of hats.” 

I’ve worn many hats: marketing, sales, HR, operations, product, finance, janitorial services, and… 

Customer Success. 🧢

No cap. 🧢 (Got to get Gen Z reading the blog, you know)

I have learned a lot in 10 months. Emmet Shear, Co-Founder of Twitch, said it better than I can: 

One of the most valuable lessons I’ve learned is that Customer Success is really challenging. It’s so much more than saying, “yes” and figuring it out. Don’t get me wrong, I’ve done some of that and I’ve likely fallen short in other spaces. 

So to every CSM I’ve ever worked with, I’m sorry. I didn’t understand how difficult that challenge was. 

We are incredibly fortunate to have a set of amazing beta customers. I’ve truly enjoyed getting to work with and personally know each of our contacts. Seriously. 

Now, I’m trying to figure out the Success part of Customer Success. As we prepare to launch our platform, we’re thinking through questions like: 

“How do we make the platform as valuable as possible for our customers?” 

“How do we solicit feedback from customers in a way that’s valuable and efficient?” 

“How do we make our customers look like superheroes?” 

“What challenges do they face and how can we help them solve for those?” 

“What size t-shirt are they? (gotta send them the swag, duh)” 

There’s so much value that we can provide and they can provide us. Marketers are incredibly fun to work with and have a lot of priorities. How do we make sure that The Juice is making their work, their goals, their life...easier. 

That’s what customer success looks like. It’s much more than “yes.” 

Fortunately, it’s becoming much more than just me, too. 

The team of six is growing to seven as we’re committing more of our team to ensuring customer success. 

Welcome to the team, Kat -- we hope you like hats.

Related Resources