5. Know when to hire.
If your remote CSM team is working with a small enough number of accounts that you have no more work than they can already handle, then hiring may not be necessary right now. However, if the demand for additional work is increasing or the existing account workload has gotten too big, it’s time to start looking for someone new to help out with some of those accounts. You can hire an additional person if you want one person focused on clients while another works on projects or marketing initiatives. Even so, having more people in place doesn’t mean there won’t be any room for growth later on down the road! Just make sure everyone knows what their role will look like when they start, so there aren’t any surprises along these lines later down the road — especially since new hires tend not to know exactly what it means yet anyway!
6. Hire people with a good self-management skillset or train them to have one.
To manage a remote Customer Success team, you need to hire people with a good self-management skillset. What does that mean? People who can manage their own time and workload.
These aren’t new concepts, but they take on an even more critical role in the context of remote working. That’s because there are no visual cues—like someone staring at the clock or frantically looking around for something else to do—to indicate that someone has too much work on their plate at any given moment. As such, it’s more important than ever to hire employees who can effectively manage their activities and make decisions on the fly without input from anyone else (including managers).
7. Provide training for your Customer Success team
One essential difference between an amateur and a professional is that the professional is fully qualified to perform their role. All professionals need basic certification training to ensure they know the core skills and activities involved in their role. On top of that, there are many different skills ranging from the most generic (such as Time Management and communication skills) to more specialist ones (such as Change Management or Risk Analysis for example) that you may need to offer to some or all of your team.
Training can be delivered in all sorts of ways – perhaps the most obvious being an instructor-led class but also ranging from online self-study materials to hands-on practical workshops, and even books, DVDs, and lectures. Also, don’t forget one-on-one and group coaching and mentoring, and try to encourage your team members to become lifelong learners.
If you’re not sure what options might be best for your team, remember that you can schedule a free 45 minutes CS Training Strategy meeting with our CEO Rick Adams here.
8. Understand that your Customer Success Managers are also humans.
Your Customer Success team is made up of people who have lives outside of work, and sometimes, with the lack of physical offices, they cannot completely separate themselves from their worries. This is where understanding what we mentioned earlier is essential- being in the right “mental headspace.”
The mental headspace of a Customer Success Manager dictates whether they are in a suitable condition to work. As a CS Team Leader, you must help them be in the right state of mind to work by:
- Evaluating their mannerisms online and their work quality
- Communicating with them; most importantly
- Providing an open environment to talk about things, not about work
You should consider proactively auditing and monitoring these strategies once in a while to check their status and promote a healthy workspace.
Customer Success focuses on providing the optimal environment for your customers to achieve expected outcomes. A successful customer has reached their business goals with your product, and it’s your CSM’s job to make sure that happens as quickly as possible. Then why should your Customer Success team not have a conducive remote workspace for productivity and a sense of community?
Your remote Customer Success team is an extension of the business, and its success depends on how well you manage it. If you put in the work, then there’s no doubt that remote teams can be one of the most effective ways to run your business.