Robert Statsky

After working in SaaS and specifically Customer Success for a while, I’ve developed and fine-tuned a number of playbooks that CSMs can use to handle just about any scenario. I thought it would be helpful to share these with anyone who is interested in managing their customers in an efficient, organized and strategic way. Much of this is developed by experience working with thousands of customers over the years.

In addition I’ve enhanced this content with Chat GPT. As I’ve mentioned earlier, it’s important to use all resources available to make sure you find a way to win when managing your accounts. These playbooks are a great starting point if you are new in your career or if you find yourself, like so many CSMs, completely overwhelmed by the fire hose of information you receive when trying to fight the fires of your inbox, your slack account or the day to day busy-ness that is being a CSM at a software company.