Customer Success Managers (CSMs) are often the unsung heroes of change adoption, especially in the realm of SaaS-based platform implementation. Their unique role places them at the frontline of customer interactions, making them powerful catalysts for driving meaningful change.
Dr Jen Frahm recently had the pleasure of spending time with some of the Salesforce CSMs recently to dive deep into change adoption strategies. Their insights and questions reaffirmed one powerful truth: change is everybody’s business.
Why Customer Success Managers Are Critical to Change Success
At the Agile Change Leadership Institute, we believe that effective change hinges on three core capabilities:
- Data-Informed Decision Making – CSMs have access to a goldmine of customer data, enabling them to make strategic, evidence-based decisions that drive adoption. With platforms like Salesforce, they can leverage this data to predict challenges, tailor communication, and measure success.
- Visual and Transparent Communication – Clear, transparent communication helps demystify change and align customer expectations. CSMs are perfectly positioned to deliver this messaging in a way that resonates.
- Continuous Engagement – Change is a journey, not an event. CSMs maintain ongoing relationships, ensuring continuous support and engagement throughout the change lifecycle.
Salesforce Customer Success Managers: Leading the Way in Change Adoption
This approach is second nature for Salesforce’s CSMs. With ample data at their fingertips and the powerhouse toolkit from Greg Taylor and his team, they are well-equipped to champion change adoption seamlessly.
Want to Empower Your Customer Success Managers?
If you have a cohort of CSMs you’d like to empower with advanced change capabilities, let’s chat. At the Agile Change Leadership Institute, we specialize in equipping change leaders with contemporary, agile practices that make a difference.
After all, when CSMs are empowered, change doesn’t just happen—it sticks.
