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About Rick Adams

Rick Adams is a globally recognized authority in Customer Success Management. He is the creator of the Practical CSM Framework and the architect of the Certified CSM Professional training and certification program offered by Practical CSM. His book, Practical Customer Success Management: A Best Practice Framework for Rapid Generation of Customer Success, is one of Amazon’s top-selling guides on CS best practices, and his LinkedIn Learning Customer Success training has been attended by over 100,000 professionals. With decades of experience, Rick helps businesses worldwide develop and implement effective CS strategies. He is available for online consulting to support organizations in optimizing their Customer Success initiatives.

Important Skills for Customer Success Managers

By |2025-09-01T08:34:02+00:00September 15th, 2025|Blog|

Customer Success Managers need a diverse skill set to thrive in today’s fast-paced, customer-centric environments. This article outlines four core areas—personal effectiveness, communication and relationship-building, data-driven communication, and strategic thinking—that distinguish high-performing CSMs. It breaks down specific competencies such as time management, empathy, data storytelling, and customer advocacy, while also emphasizing the importance of adaptability and a growth mindset. Whether you're an aspiring CSM or a seasoned professional, this guide offers practical insights for developing the critical soft and strategic skills that drive long-term customer outcomes and career success.

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Data-Driven Customer Success: Leveraging Metrics for Proactive Engagement

By |2025-09-01T08:31:34+00:00September 1st, 2025|Blog|

This article explores how data is transforming the role of Customer Success Managers (CSMs) from reactive problem-solvers to proactive, strategic partners. It outlines the key benefits of a data-driven approach—such as early risk detection, personalized engagement, and revenue growth—and provides a phased roadmap for implementing data analytics in CS operations. Real-world examples from Dropbox and Intercom demonstrate how metrics, automation, and predictive analytics can drive retention and expansion. The article also addresses potential challenges, including data overload and loss of human connection, and concludes by emphasizing the importance of balancing data with empathy in delivering effective Customer Success.

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