Diana De Jesus’ Post

Marija, THANK YOU ❤️🥹 These flowers are gorgeous and coming from such a supportive person like you, makes then even more special! I appreciate all of your encouragement (and your positivity) throughout this launch!! You seriously made my day ☺️ #womenincustomersuccess #friendship #support

Are you suffocating your clients? Maybe that’s why they’re disengaged. Not all of your clients need: - A weekly check-in - A business review every quarter  - An alignment email that goes out every month  - And the constant “just checking in” outreach That’s like going on a walk (something you often do), and all of a sudden, someone comes up to you every five minutes to ask you how your walk is going, offer tips on how to walk, and share the play-by-play of your walk. Too much, right?! Some of our clients are happy and successful without needing constant intervention. So here’s how to know if your clients are disengaged because you’re suffocating them and what to do about it  👇 What you might see: 1. Low support ticket volume and positive sentiment in reviews. 2. They’re consistent with their wins which makes them a healthy account.  Independent achievement of goals without needing extensive hand-holding from you. 3. They’re reaching out to you to let you know about their goals and wins and ask you for best practices. What you should do: 1. Celebrate! This is a WIN 🎊 2. Consider your next goal for the account. Is it Expansion? Marketing collaboration? 3. Then consider what would be a value-add to them that you can contribute to (forget about your goals for a sec). This is how you’ll want to position your personal goals for them. 4. Once you have that clear, revisit how and when you want to engage the account. Let’s tone down the high-touch. 5. Communicate the changes and let them know you appreciate their continued partnership and feedback. 6. Examine their success! This is an account that gets it. Analyzing their patterns, behaviors and how they enabled their team can help you recreate that success for other accounts. —— I’ve got 8 more reasons why clients disengage and I’ll be sharing them all here. For my CSMs and Account Managers, what are some of the top reasons why you believe your clients ghost you? —- If you liked this post, you’ll love my newsletter. Click the link in the profile to subscribe ✌️ #customersuccess #accountmanagement #csm 

Question: CS professional managing 60+ accounts, what's the #1 thing you're doing to help stay on top of things and get results? Stay on top of things: All your competing priorities, your inbox, the fires, the latest developments on your accounts, changes in stakeholders. Results: Any goals you have set like sustaining adoption, identifying expansion, staying on top of your relationships with different stakeholders. Do you have any must-have tools or processes in place that have really made a difference in your day-to-day life? (I know AI is probably a big one). Let me know in the comments below 👇 Oh, and by the way, I'll spotlight some comments in my next newsletter episode—your tips/insights can help another CS pro who's looking for guidance. Thanks in advance! #customersuccess #accountmanager

If you’re going to say something like: “I can help you become more strategic” You’re gonna need to back it up — it’s only fair. Over the last few months, “becoming more strategic” has been a big part of my conversation here on this app. And the other day, I saw a comment posted on one of my friends video asking me “how”. It’s a great question! So I’ve gone ahead and made a little video breaking it down ☺️ —- Side note: the first OFFICIAL day of Strategic CS Labs is this coming Monday 🥳 you can pre-enroll and snag a discount! After July 1st, you can join at anytime (it’s self-paced). DM if you have questions! #customersuccess #accountmanager #postsale

If a bot came in, could they automate everything I am doing as a CSM? My answer was "yes." That's when I knew I had something I like to call Voiceless CSM Syndrome. It's when you're doing your job as a CSM. - You show up to the client calls - You send those "just checking in" emails - You're overly helpful and say yes to absolutely everything - You stick to the script like reading from slides (word for word) - Your conversations never move post "hi CLIENT, how are things?" - Never push back because their happiness comes first (or don't think you can) - And you never ask for help – you don't want others to know "you can't do your job!" It sounds okay, but you're just going through the motions. You never quite feel like you're making the impact you really wanted to have. I really thought this was a "me" thing but going through this is almost like a rite of passage for many new CSMs. So how do you find your voice? What does that journey look like? Stijn and I sat down to talk about this on his podcast, Your First... And let me tell you, he had me reliving some embarrassing moments from my CSM days 😅 Today, as CS professionals, AI is on our heels while we're still trying to figure out how best to communicate our work and value. We know we're important and we need to fight if we want to stick around – having a voice helps us do that! I highly recommend it if you've ever doubted your skills in CS or felt like you didn't belong. Oh, and if you just want a good laugh—there were plenty of fun moments! I'll leave it in the comment section so you can check it out 👇 #customersuccess #accountmanagement #csm P.S., I forced Stino to take a pic of us on the day we recorded the episode. I spent a considerable amount of time getting ready, thinking it'd be a video/audio recording sort of thing – it turns out it was just audio. So we didn't let all that preparation go to waste 😂

I worked with someone who got fired due to poor performance. Their work was not "good enough" in the eyes of their boss and leadership. This type of scenario can amplify the imposter syndrome within us, keeping us stuck. Or it could put a fire in our belly and ignite our underdog journey. This person chose the latter. About a year after the news, they decided to start a company teaching the very same thing that caused their "unfortunate" exit. Little by little they started sharing the journey here on this very app. And before I knew it, their LinkedIn took off! I'm talking thousands of likes per post all from a community that appreciated them and found value in their work. Oh, and their team grew! I now see pics of them going off to retreats to bond and collaborate. They've built a successful business that's thriving and they are happy. If that's not a comeback story, I don't know what is! In my eyes getting fired was THE best thing that ever happened to this person. There's power in redirection even in moments when it doesn't seem like it. I hope their story inspires you just like it's been inspiring me for years. Happy Monday to you all ✨ #personalgrowth #gettingfired #redirection

Pronoia What if everything actually works out? What if the universe is conspiring in YOUR favor? I heard about this concept a few weeks ago on TikTok and I haven’t been able to stop thinking about it since. It came at a really good time in my life. While I’m sooo excited for the official first day of Strategic CS Labs (July 1st), I’ve also been fighting off anxiety and other nagging feelings. I’ve been working longer hours, taking shorter breaks and spending less time with family. But that last point is the hardest. That’s when the “I’m not a good mom” talk starts to become very loud. But this little message on my whiteboard from one of my daughters was pronoia at its best. They are my little cheerleaders. They are my universe conspiring in my favor. All of the time ❤️ #aworkingparentwhoistryingtheirbest #pronoia

High performers quit their jobs even when they have a great boss and pay. If the structure in place doesn’t support their growth, they will leave. Just look at Formula 1 driver Lewis Hamilton. The guy is THE definition of a high performer. He's tied for most championship titles and holds the record for most wins, pole positions, and podium finishes. Lewis has been racing for Mercedes since 2013. And during his time there, he: Won 82 out of his 103 race. Claimed 5 World Championships. Took 71 out of 104 pole positions. He's maintained a professional relationship with his boss, Toto, and has benefited from all of the support and resources that working at a company like Mercedes has to offer. However, things started going downhill for Lewis and Mercedes in recent seasons. The struggle of their car development to keep pace with Red Bull, who were hot on their heels, had a direct impact on Lewis's performance. He was now in an underperforming car and rarely saw podiums, let alone wins. For three years, he voiced his frustration and tried to work with the engineers to get back on track, but it was all a dead end. So after 11 years at Mercedes, he made one of the toughest decisions of his life – he parted ways with them to join a new team, Ferrari. "I'm not leaving because I'm unhappy there. I'm not leaving because of relationship issues...We exist to win. And when you're not winning, your perspective has to shift." he said in an interview. ---- We hear so much about "people quitting their bosses, not jobs" that we ignore how impactful the "job" is. Having a great boss isn't just someone who listens to you. It's also someone who removes blockers for you. They enable you by giving you the tools you need to succeed. On the flip side, we also need to be vocal about our needs so they're aware and can actually help. But if things haven't been supporting our growth for some time, we have to know when it's time to move on, too. --- Curious to hear from you... Have you ever left what seemed to be a great boss/pay because of a lack of growth? #personalgrowth #customersuccess #accountmanagement

Slack is about to level up a ton of CS teams out there! Let me show you what I mean 👇 Here's a little problem we have in CS: Whenever we have to collaborate with other teammates/teams, things get even more hectic. ⚠️ We're managing the project in one place. ⚠️ We're communicating using siloed channels like emails, ad hoc calls, and DMs. ⚠️ All of the documents/information related to the project live in about 5 places. So, naturally, things start falling through the cracks. Tasks don't get completed, information is missing, and communication is so slooooww. The results? Delayed work, missed opportunities, and sometimes a very frustrated customer on the other end. That's why when I saw Slack's latest product release, I was pumped 🤩 Task Lists are an absolute game-changer if we really want them to be. Check out the carousel below for 3 CS workflows you can optimize using this feature! And if you're in CS and currently using Slack now to optimize your work, I'd love to hear about your setup – let me know in the comments! #customersuccess #slack #accountmanagement

Want CSMs to be faster? Give them more resources. Want CSMs to take on more work? Automate what's on their plate. Want CSMs to drive more expansion? Teach 'em how to sell & incentivize them. Want CSMs to ask better questions? Show them how. Want CSMs to become more "strategic"? Be clear and guide them. Want CSMs to make better decisions? Give them access to clean data. Want CSMs to be happy? Care about their growth and development. Building a high-performing team requires an investment, but the results are undeniable. Enabled CSMs enable their customers to win. And those winning customers translate into revenue companies need to stay in business. It's a win-win cycle that starts with empowering your CSMs. #customersuccess #revenue #accountmanagers