How to Track Your Impact as a CSM (Even When Leadership Isn’t)

CLICK PLAY TO LEARN THREE HIGH-IMPACT METRICS THAT WILL PROVE YOUR CSM VALUE FAST:

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Here’s what you can expect from this episode:

What if the only thing standing between you and your next big promotion is a strategy you haven’t heard yet? Here’s the hard truth…your real impact as a CSM is probably invisible, and it’s costing you promotions, raises, and even job security. Most companies only measure retention and expansion, ignoring the relationships and behind-the-scenes influence that truly drive customer success.

In this episode, I’ll show you exactly how to track (and prove) your value in ways nobody else is thinking about. I’m sharing the three high-impact metrics I personally used to score raise after raise (including how I built a 200k IC role from scratch), the “invisible work” you should start logging today, and how to create your own bulletproof folder of receipts for interviews, promotions, and layoff protection. Hear the small, simple experiments that can lead to company-wide change and find out how to capture the magic that really sets you apart.

By the end of this episode, you’ll walk away knowing how to build undeniable proof of your impact and never struggle to explain your worth again. If you’re ready to finally control your career’s narrative and become irreplaceable, you’ll find the playbook right here. Want to know the metrics no one else tracks but every leader wishes you would? Hit play and let’s get into it.

Topics covered on three high-impact metrics that will prove your CSM value fast:

• Why tracking only the KPIs leadership asks for keeps your true impact invisible (and how to change that narrative)
• The three game-changing metrics that will set you apart, get leadership excited and help you confidently pitch yourself for any role or raise
• How running simple experiments (and tracking the results) proves your strategic value across the whole company
• Why creating your own "folder of receip
• ts" puts you in control during promotions, raises, interviews, or unexpected layoffs

Resources Mentioned:

• Optimize your resume for Customer Success jobs to land consistent interviews: Watch the FREE Training here
• Learn how to sell yourself as the best candidate and walk into your next Customer Success job interview with confidence: Watch the FREE Training here
• Learn how to MASTER Behavioral Interviews: Watch the FREE Training here
• Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me

Connect with Carly:

• Connect with me on LinkedIn 
• Email me at [email protected] 

Related Episodes:

• Episode 53: 9 Easy ways to make a bigger impact in your customer success job
• Episode 39: From Invisible to Indispensable: A CSM's Guide to Impressing Leadership
• Episode 36: 8 Metrics You Need To Track To Propel Your CSM Career

More about Customer Success Career Coach:

Customer Success Career Coach is the must-listen podcast for current and aspiring Customer Success pros. Join Carly and her guests as they spill the secret strategies and tips for building your Customer Success career. This isn't your typical snooze-fest – they’re diving deep into the world of Customer Success careers. Whether you're starting from scratch (hey career transitioners!) or eyeing that next big promotion, they’ve got the playbook for you. Every Wednesday, join Carly and her amazing guests as they dish out practical advice and real-life steps you can actually use. No fluff, just stuff you can apply ASAP to score that dream job, snag that promotion, or become the team rockstar.