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Skills and Abilities
Core CSM Superpowers......Retention & Revenue Drivers.......Execution & Tools.....Supporting & Soft Skills
Customer Success Manager
Client Retention Strategy
ChurnZero
Leadership
Customer Relationship Management
Net Retention / NRR
Gainsight
Strategic Planning
Customer Retention
Gross Retention
Salesforce
Presentation Skills
Customer Success Strategy
Renewal Opportunities
HubSpot
Public Speaking
Client Onboarding
Cross-Selling & Upselling
Microsoft Dynamics 365
Active Listening
Account Management
Expansion Revenue
Zendesk
Verbal Communication
Customer Journey Mapping
Quarterly Business Reviews (QBRs)
Microsoft Excel / Analytics
Written Communication
Proactive Support Approaches
Customer Advocacy & References
Google Suite / Docs
Conflict Resolution
Churn Mitigation & Risk Management
Revenue Growth
Microsoft PowerPoint
Negotiation
Customer Health Scoring
Upselling Target Achievement
Microsoft Office 365
Relationship Management
Adoption & Engagement
Contract Negotiation & Renewals
Project Management Software
Team Management
Customer Satisfaction (CSAT/NPS)
Multi-Year Renewals
Smartsheet
Collaboration
Client Rapport Building
At-Risk Account Recovery
Slack / Microsoft Teams
Time Management
Client Feedback Collection & Analysis
Loyalty Programs
Zoom
Organizational Skills
Strategic Account Management
Referral Generation
AI Tools
Spanish (Fluent)
Enterprise & SMB Customer Success
Market Share Expansion
Data Analysis Skills
English (Native)
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