How To Create A Positive Impact As A Customer Success Manager w/ Jeff Mar

Scale Tale - The Customer Success Podcast

How do you make meaningful connections in customer success? Do you really need a mentor, and if so, how do you find one? We answer all these questions in this exciting episode of our podcast!
Join us as we sit down with Jeff Mar, co-author of an insightful book on customer success. In our conversation, Jeff shares his journey in the industry, his experiences, and how he built a supportive network that fosters growth and learning.
About Jeff Mar
Jeff is a principal customer success manager at LinkedIn, where he helps enterprise customers foster a dynamic learning environment through LinkedIn learning. With over 18 years of experience, he focuses on driving innovation, employee retention, and competitive advantage. Jeff is passionate about connecting with professionals and creating value through technology and conversation.
What you’ll learn
💪🏼 The power of mentorship and meaningful connections in customer success.
✨ Strategies to tackle real-world challenges and turn experiences into actionable insights.
📈 Why Jeff believes everyone has a book inside them and how to unlock your growth potential.
Whether you’re a seasoned customer success manager or just starting out, this episode is filled with practical tips and inspiring stories that you’ll definitely want to check out!
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TIME-STAMPS
01:39 - Introduction
03:48 - How did Jeff land in Customer Success?
06:04 - How can CSMs improve their work?
08:13 - How should CSMs segment their time?
10:59 - What is the biggest area a CSM should focus on?
13:12 - How can a CSM handle expectations?
17:21 - Why does Jeff call CS the connective tissue in an organization?
18:20 - How can CSMs stand out in their role successfully?
21:35 - Why is it important to have people to support you?
23:53 - What was Jeff’s experience in writing his book?
30:39 - Closing
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