122. 5 Ways Top Performing CSMs Use Champions to Drive Adoption, Expansion & Renewals in Their Accounts
About this episode
Carly Agar discusses how top performing CSMs leverage champions to enhance adoption, expansion, and renewals in their accounts.
What if the biggest opportunities in your accounts are being left on the table because you are treating champions like power users instead of strategic partners? In this episode, I’m breaking down the five specific ways top performing CSMs use champions to drive adoption, expansion, and renewals without carrying the entire account on their back. I’m sharing the exact plays I used throughout my CS career, why most CSMs are thinking about champions the wrong way, and how to turn your internal advocates into the people opening doors, influencing teams, and helping you protect revenue. You’ll walk away knowing how to sound more strategic, create more momentum in your accounts, and stop feeling like you have to do everything yourself. If you’re ready to become the kind of CSM that companies cannot afford to lose, hit play, and let’s dive in. 1:10 – Why most CSMs aren’t set up to leverage champions (and it’s not your fault) 3:22 – The three must-haves that make someone a true champion, not just a coach 6:47 – Turning your champion into a community builder with a simple Slack channel 10:55 – Upleveling adoption by helping champions create a resource hub or wiki 14:38 – Making your…
People in this episode
Host: Carly Agar
Topics covered
- Customer Success
- Champions
- Account Management
- Adoption
- Expansion
- Renewals
- Strategic Partnerships
Keywords
- Customer Success Manager
- champions
- account adoption
- revenue protection
- strategic partners
- community building
- ROI
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