Networking for Customer Success Managers

If I joined a new company as a Customer Success Manager, here are three ChatGPT prompts I'd use to quickly get up to speed. 1) Determine key stakeholders within my customer's business 2) Figure out what they do day-to-day and common points 3) Create messaging that resonates immediately Here they are: Prompt One (Identify Key Stakeholders): "I'm a Customer Success Manager for [product/platform] that helps companies with [primary use case]. Our solution delivers these outcomes: [Outcome one] [Outcome two] [Outcome three] [Outcome four] Help me build a stakeholder map. Include anyone who might be influenced by our product, who might have a project that touches our product, or anyone who might be involved in the buying committee. Which stakeholders and departments should I prioritize for relationship building to ensure successful adoption and expansion?" Prompt Two (Understand Stakeholder Motivations): "For each of those stakeholders, please summarize the following points in tabular format, with each point as a column header and each stakeholder as its row: --> What business outcomes and metrics matter most to this stakeholder --> How this stakeholder typically measures success in their role --> Common challenges this stakeholder faces when trying to achieve their goals --> How our solution specifically addresses these challenges and supports their success metrics --> What risks might cause this stakeholder to disengage or question our value" Prompt Three (Create Tailored Communication): "Now, let's create four different communication templates: - An introduction email for a new stakeholder explaining our partnership vision - A QBR summary highlighting value delivered to their specific department - An at-risk account message addressing potential adoption challenges - An expansion opportunity message tied to their business objectives For each template: 1) Open with a specific pain point or opportunity relevant to their role 2) Acknowledge their current approach and its limitations 3) Explain how our solution delivers unique value for their situation 4) Include a clear next step or action item Keep it under 150 words and easily scannable Use straightforward, jargon-free language." With these three prompts, I can hit the ground running in any new CS role - understanding who matters, what they care about, and how to communicate our value effectively from day one. This is just a small example of how ChatGPT could impact your day-to-day role as a CSM. It should really become a companion to your work. What other AI prompts have you found helpful in customer success roles?

Anyone who is customer facing should be building close, authentic, long lasting relationships with their customers. It pays off in more ways than you can imagine: repeat customers, references, community champions, content ideas, competitive intel and so much more. Here are 5 ways you and your team can start building those relationships: 1. Amplify a customer’s LinkedIn posts - When your customer posts something interesting, don’t just like it yourself but share the link on your internal chat and ask your team to like it as well. It’s amazing how powerful this is. It’s human nature to look at who is liking your content on any social platform and most people get a consistent number of likes. If you drive 50% more for a customer they will notice that. 2. Help find candidates for their team and jobs for them if they’re looking - In your position engaging with a specific persona all day every day you have amazing visibility and connections into relevant candidates for open jobs and companies hiring. If you let your customers know that you can be a resource for them on both sides of the table you will see how quickly you can start playing matchmaker. 3. Share best practices that have nothing to do with your company/product - Everyone is looking to improve in their job. Everyone wants to know what their peers are doing at other companies. When you hear good ideas from other customers or read about a best practice, send it to them. Just show them you’re thinking about them and are invested in them being successful. 4. Make them look good in front of their manager and/or team - It needs to be authentic and relevant but find a reason to give your customer a shoutout when you’re in a meeting with them. It doesn’t even need to be a big thing but something about how they’re the fastest to roll out your product, how their feature request ended up becoming a game changer for a bunch of customers, how they’re the most productive team you’ve seen at one particular thing. 5. Fight for a feature/bug fix/service that they’re asking for - In short, be the squeaky wheel for your customer. When they ask for something, set the expectation that it takes a while to get that thing done but then go fight for it internally. Each company has their own process for this kind of stuff but if you push in the right ways you can usually get their request prioritized. When it’s done make sure the customer knows you fought for them to get that thing done. The best thing is that these are “free”. Of course they will take time and energy but the return on this work is astronomical. I honestly didn’t appreciate the power of these relationships when I started my career but I now have close relationships with so many customers that I’ve worked with over the years. They’re a sounding board for business ideas, they’re working with companies I’m advising and we’ve become each other cheerleaders. What did I miss? What else are you doing to build relationships with your customers?

Here’s a secret to help you supercharge your networking. Stop trying to hit home runs with every touch point. Instead, focus on small wins that move the conversation forward. I see so many people making big / vague asks up front: “Can you hop on a 30 minute call?” “Tell me how you accomplished [Big Thing].” These people are super busy and they’re receiving this email from you - a total stranger. The last thing they want is another item on their to do list. Instead, start with a small, simple ask that they can reply to in <30 seconds. Here’s a formula that's been really effective for me: “Hey [Name], your experience in [Industry] is really impressive. I know you're busy, but I just had to ask: If you had to start over and work your way back to [Insert Achievement], would you do A or B? A: [Insert Actionable Thing] B: [Insert Other Actionable Thing]” This formula makes is incredibly easy for them to say "I'd do A" or "I'd do B." Now the door is open! Go do thing A or thing B, get results, and report back. Let this person know you took their advice and then ask for more. This positions you as someone who values their advice and has an action bias -- someone worth investing in. That's going to lead to deeper conversations and stronger relationships!

I tested 𝟭𝟬𝟬+ 𝗻𝗲𝘁𝘄𝗼𝗿𝗸𝗶𝗻𝗴 𝗺𝗲𝘀𝘀𝗮𝗴𝗲𝘀 (During my last job search and as a career coach). These 𝟱 get the highest response rates, especially from hiring managers👇 1. The Profile Viewer Message Check who viewed your LinkedIn profile. They’re already aware of you, don’t let that warm lead go cold. Try this: "Hey [Name], I noticed you stopped by my profile, appreciate you taking a look! Curious, was there something specific that caught your eye, or are you open to conversations around [industry/topic you're exploring]?" 👉 Tip: Warm > Cold. Always start with people who’ve already shown interest. 2. Acknowledge + Ask Find something unique about their background or a recent post, and ask a question. "Hi [Name], I saw your talk on [topic], your insight on [specific point] stuck with me. How did you land your current role at [Company]?" People love talking about themselves, especially when you show genuine interest. 3. Value First Offer a useful insight, article, or trend that aligns with their work. No ask, just value. "Hey [Name], I saw your post about [topic]. Just came across this article, it touches on a similar trend. Thought you might find it interesting." Position yourself as thoughtful, not transactional. 4. Mutual Connection Approach Bridge a real mutual connection or shared experience. "Hi [Name], I noticed we both worked with [Person] / went to [School] / worked in [Company or Industry]. I'd love to learn more about your path, especially how you made the transition to [Role/Company]." Relatability opens doors faster than credentials. 5. Compliment + Curiosity Start with a specific compliment, then open the door. "Hi [Name], really enjoyed your article on [topic], especially your point about [detail]. Are you open to connecting with people exploring similar roles in [industry]?" It’s respectful, direct, and makes it easy for them to respond. Reminder: You don’t need to spam 100 strangers. Start with 10 meaningful messages a week. Track responses. Iterate on what works. Focus on warm leads, shared interests, and genuine curiosity. What template would you like to see next? If you're ready to level up, let’s position you for the roles you actually want. ➕Follow Jaret André for more daily data job search tips.

A single coffee chat changed the game for me. ☕️ Not because it led to a job. But because they asked one simple question at the end: "Is there anyone else you think I should talk to?" 🤯 Wow, why had I never thought to ask that? I introduced them to another person in my network who I thought would be a good connection for them. The next time I had a coffee chat, you better believe I used this same strategy. That one question turned one conversation into two. Then those two turned into ten. Before I knew it, I had a full calendar and a growing circle of people who knew my name and my story. Most people stop after one chat, then go back to cold outreach and get frustrated when people don't respond. But networking isn’t about collecting names. It’s about building relationships. And some amazing relationships can be ignited through a warm intro. People want to help. They just need a nudge. The next time you’re on a coffee chat, don’t just say thanks and sign off. End with: 👉 “This has been so helpful. Is there anyone else you think I should connect with as I explore [insert your goal]?” If you're a clinician navigating this networking thing for maybe the first time in your career, this approach can change everything. You don't need to know everyone—just someone who knows someone. Keep the chain going. One chat at a time.

Most people treat networking like a numbers game. Send 100 messages. Hope one sticks. That’s not how my clients get into Google, Meta, or Stripe. Here’s the strategy I teach and it works because it’s human. 1. Get specific. Pick a few companies you’re excited about. Find people actually working on the teams you want to join. 2. Start the conversation the right way. Don’t lead with “Can you refer me?” Comment on their work. Ask a real question. Share something you’ve learned from their content. Show you’ve done your homework. 3. Make it easy to help you. Once there’s some connection, send a short message explaining why you’re interested and how your background aligns. Keep it tight and forwardable. This is the exact strategy that’s helped my clients land roles in some of the most competitive teams in tech. Because it’s not about chasing people. It’s about building real momentum one thoughtful message at a time.

Sellers often mistake connections for relationships. Here are 5 ways you can build high-impact relationships, whether they’re specific to an opportunity, or they’re part of your greater network. ✅ Map out the relationships you have for a specific opportunity. I do an exercise with clients where we build out their relationship ecosystems and buying roles in an opportunity. This will give you a picture of strengths and gaps. Mapping your relationships doesn’t need to be time-consuming; it will pay off by helping you accelerate progress and reduce risks in your opportunities. ✅ Assess for gaps and get beyond the typical silos. You might be building relationships only where you’re most comfortable. Your success will be in getting beyond your comfort level; you can do that by assessing and filling in relationship gaps. In mapping your relationships you’ll see patterns. For example, you may see a pattern where you’re selling only one product or solution to one type of role. You’re siloed and likely missing many other relationships. This is especially important if your growth strategy includes expanding different products or services within your client base. ✅ Build your strategic alliances. This one strategy has made a significant difference in both the quality of my relationships and the quality of the opportunities I’m able to create. Do you have alliances outside of your organization, with other providers serving like clients? A way to begin is by creating a list of the tangential providers who sell non-competitive products or solutions to your clients and verticals. From there you can assess which ones are the most promising and begin building those relationships. ✅ Focus on deepening relationships with current clients. In the quest to always earn net-new clients, deepening relationships with current clients is often forgotten. But this can be the best source of continual, high-quality opportunities. One strategy is to create a list of your top ten clients and then create a relationship map for each one. See where you can uncover new relationships and new ways to serve that client. You’ll amplify your success with a client where you already have trust and credibility. ✅ Aim higher in the organization. You might be used to working in the middle of an organization, and in many cases that may be where your decision-makers are. But you can (and should) build awareness and relationships at the higher levels of an organization. Ways you might start this process include introductions on LinkedIn, sharing of research and insights that can improve their business, or a request for a higher-level leader to join your next account review or project meeting. To get started, choose one of your top clients and begin working through at least one or two of these strategies with that client in mind. It will undoubtedly open more relationships and also opportunities to serve your client and win high-value business. #ModernSeller #Sales #Relationships

The #1 mistake I see in client relationships? (It took me years to learn this) Confusing contact with connection. Most professionals think staying “top of mind” means constant contact. So they: ❌ Send generic check-ins. ❌ Ask for meetings without clear value. ❌ Share the same articles everyone else does. Then wonder why response rates keep dropping. 20+ years in client relationships has taught me: The best way to stay memorable? Show up as someone who genuinely cares about them  (and their success). Instead of asking: ❌ “How do I stay visible?” Ask: ✅ “How do I show I care?” Here are my favorite 6 ways to show you care: 1. Spot Opportunities They Might Miss ↳ Share competitor moves and market shifts before  they hear it elsewhere. 2. Be Their Connector ↳ Introduce them to people who can help them grow. 3. Offer Insights They Can Use Immediately ↳ Send relevant research they can apply right now. 4. Celebrate Their Successes ↳ Spotlight their wins like they’re your own. 5. Invite Them Into Your World ↳ Include them in events and conversations that matter. 6. Check In With a Personal Touch ↳ Reach out with no agenda, just genuine care. Here’s the truth: Most people only show up when they want something. Top performers show up because they genuinely care. Because they know when someone’s ready to buy, they don’t research who’s available. They call those who’ve already proven they care. Agree? Disagree? I’d love to hear your take on it in the comments below. ♻️ Valuable? Repost to help someone in your network. 📌 Follow Mo Bunnell for client-growth strategies that don’t feel like selling. Want the full cheat sheet? Sign up here: https://lnkd.in/e3qRVJRf 

If you’re a Customer Success Leader, read this. This is the move that changed everything for me. It helped the entire org finally get the value of Customer Success. Let me explain. I was brand new in a VP role. Still figuring out where the bathroom was, when I got the dreaded question (again): “What does Customer Success actually do?” Now, I’ve been asked this more times than I can count. But this time, I decided to stop answering. Instead, I had a plan. I went on what I now call my CS Department Tour. One-by-one meetings with every team: Sales, Marketing, Product, Finance, Engineering, HR, and Leadership. But I didn’t show up with a deck. I didn’t walk them through our tech stack. I didn’t explain our processes. I came with stories. Real ones. 🖤 When CS saved a deal with Sales that was slipping. 🖤 When CS surfaced product feedback that became a game-changing feature. 🖤 When an engineer got a customer shoutout that lit up Slack. 🖤 When we gave Marketing a story that closed a six-figure deal. 🖤 When we flagged churn before Finance even saw the signals. And I used names, their names. AEs, PMs, marketers, analysts. I made the story about them. And in those rooms? I saw the lightbulbs go off. They finally understood: CS isn’t some abstract function. CS is real. CS is relevant. CS is them. So if you're struggling to articulate the impact of your team, here's what to do: Find your story. Make it human. Make it theirs. Here’s a cheat sheet to get you started: 👉 Sales: We help you close more, faster & with fit, frictionless customers. 👉 Marketing: We turn customer outcomes into brand assets. 👉 Product: We remove the guesswork. What’s working, what’s not, what’s next. 👉 Finance: We’re your early warning system for revenue risk. 👉 Engineering: We give signal, not noise. Real user insight. 👉 HR: We model empathy-driven, impact-focused work. 👉 Leadership: We are the revenue engine. Retention is growth. Tell your story. Then tell it again. Then invite them to tell it back. Because once your org sees CS for what it truly is? That’s when the company stops surviving and starts scaling. Happy Friday!

Here's the least-discussed yet MOST valuable #partnerships tip I can give with a why/how/example: TALK DIRECTLY WITH YOUR CUSTOMERS. Many of us come into a partnerships role and have ideas and strategies for what you want to do and work on. A lot of that comes from what you've done/seen before in other organizations. The problem: It's likely a different product with different customers who have different customer profiles that are solving for different problems. What has worked in the past likely won't directly correlate to your new role. Now, here's the issue; you probably don't have many opportunities to talk to customers. I know it's been a challenge for me in the past as well. Well, here are two steps to try out: 1. Start by listening in to as many customer calls as you can; Sales, CS, etc. whether they're recordings or being a fly on the wall. Ask a friend from one of those teams. Find ways to connect the value Partnerships brings to those calls; Follow up with your team members with things you can help with and prove out the model. You may even be able to help a few customers directly (measure this)! 2. Once you've done that a few times, build a case for areas of opportunities that you have learned from spending this time and show examples of the value it has brought to the team/customer. Then, you can come up with a strategy and plan with those customer-facing teams for how you can get more involved. The outcome: direct customer conversations will help you learn a TON about what you should/shouldn't be focusing on and solving for. This direction will save you a TON of time and help you focus. My personal example: In doing this process, I was able to convey to the Customer Success team that Partnerships can help solve for problems that our teams are not experts in (third party tech solutions). This gave us all the idea that Partnerships should be a part of our Executive Business Review that CS does 2-4 times/year with our accounts. We now have a dedicated section and we get to geek out with all parties around new challenges and solutions that our partners may be able to help with. We can measure how many we take part in. We can measure how this turns into partner referrals. We can measure how many more integrations are adopted & usage. We can measure the outcomes of those partnerships and how it has helped the customer, improving our relationship and retention in the process. Hope that helps someone :)