5 Ways Top Performing CSMs Use Champions to Drive Adoption, Expansion & Renewals in Their Accounts

CLICK PLAY TO LEARN THE WAYS TOP PERFORMING CUSTOMER SUCCESS MANAGERS TURN CHAMPIONS INTO THEIR BIGGEST GROWTH ADVANTAGE:

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Here’s what you can expect from this episode:

If you are a CSM who feels like you are constantly carrying your accounts on your back, this episode is probably going to change the way you think about customer success forever. One of the biggest mistakes I see CSMs making is trying to do everything themselves instead of strategically leveraging champions inside their accounts. The reality is top performing CSMs are not working harder than everyone else. They are getting the right people internally to help drive adoption, influence decision making, and create momentum for them.

In this episode, I’m walking through five specific plays that top performing CSMs use to turn champions into one of the most valuable assets in their accounts. I dive into how to identify true champions, the difference between a champion and a coach, and why so many CSMs are missing huge opportunities because they are relying on the wrong people internally. I also break down practical ways to use champions to increase adoption, create expansion opportunities, and strengthen renewals in a way that feels strategic instead of reactive.

Plus, I’m giving you the exact tactics I used throughout my own CS career that helped me drive stronger account growth without feeling like I had to constantly chase customers. From creating internal product communities to getting your product built into onboarding processes and teaching champions how to confidently speak to ROI, these are the kinds of strategies that instantly make you sound more senior, more proactive, and more strategic as a CSM.

If you have ever wondered how top performing CSMs seem to create so much momentum in their accounts while looking way less stressed doing it, this episode will give you a completely different perspective on what great customer success actually looks like. If you’re ready to stop doing everything yourself and start building real influence inside your accounts, hit play and let’s dive in.

Topics covered the five ways top performing customer success managers turn champions into their biggest growth advantage:

• Why most CSMs are thinking about champions the wrong way and the difference between a true champion and just a helpful power user
• The simple adoption strategy top performing CSMs use to create internal momentum around their product without doing all the heavy lifting themselves
• How to build internal resource hubs and onboarding systems that make adoption easier and remove friction for end users
• The expansion play that helps top performing CSMs turn customer wins into new revenue opportunities across the organization
• Why your champion needs to know how to confidently speak to ROI before renewal conversations ever happen
• How leveraging champions strategically can make you sound more senior in interviews and completely change the way you manage your accounts

When you’re ready, here’s how I can help you land a job in Customer Success despite all the competition:

• 1:1 Career Coaching Program – Get personalized support to land your first Customer Success role or finally step into your dream CS job.
• Free Training: Optimize Your Resume for Customer Success Jobs – Transform your resume so it gets noticed and starts bringing in consistent interviews.
• Free Training: Sell Yourself in Interviews – Learn exactly how to position yourself as the top candidate and walk into every CS interview with confidence.
• Free Training: Master Behavioral Interviews – Discover a proven method to answer every “tell me about a time” question and impress any interviewer.

Connect with Carly:

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

Want more on this topic? Here’s your next listen:

• Episode 111: The Expansion Playbook for CSMs Who Hate Selling
• Episode 50: How Top CSMs Nail Customer Value
• Episode 35: Driving Customer Adoption: The Career-Killing Mistake Most CSMs Make

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.