The CSM role has evolved and integrate different professional disciplines. While there is a common agreement on the “MUST-HAVE” characteristics, the role gradually becomes more demanding and multifaceted. Let’s join the CSM cycle to expand our knowledge and gain new skill sets.
PLAYBOOKS
Five Atomic Habits for CSMS
The playbook that guides you to develop five habits that will bring you to the top of your profession
Early in my career, a costly assumption cost us real expansion revenue: I figured Sales owned the overconsumption conversation end to end. They didn't, CS did. Now AI flags every overage across the book of business in seconds, which raises the real question: does the machine change who owns what between CS and Sales? My answer, after building this motion by hand and then watching AI speed it up.
Most CS expansion playbooks are built on lagging signals.
Usage thresholds. Seat utilization. Feature adoption. Health scores.
The CSMs consistently hitting their NRR targets are watching something different.
They're monitoring external signals- the ones that create expansion conditions before the customer has articulated the need.
Customer Success and Product are no longer separate players in the customer journey. They are becoming new co-pilots. However, getting the teams aligned has never been easy. In a recent conversation with Ohad Biron, CEO of Bagel.AI , we explored why this misalignment persists, what AI changes about it, and how CS and Product can move forward together. 🔍 The Alignment Challenge CS and Product often operate in different worlds: Different KPIs Different perspectives Different l
The beauty of atomic habits is that they don’t require a complete overhaul—just a commitment and motivation to show up daily, deliberately. Moreover, these can be translated into multiple practical habits for Customer Success professionals.
