A CSM never has complete control of their resources.

They might need to call in a favor from the support team or escalate an issue for quick resolution through the product team, but they don't have influence or veto power. So, how do you make magic happen? The secret is to build strong internal relationships. Nils realized this early on as a CSM, so let's learn from his approach.

Every relationship I have built as a Customer Success Manager started with a casual conversation. My focus was on getting to know the people who were doing the work. I was genuinely interested in what they were working on, what was important to them, where they thought the company was going and the opportunities they had in front of them. These conversations helped me keep my finger on the pulse of the people in the company, stay informed and overcome the silos that pop up in any organization.

All I did was ask questions and listen. Sometimes it was over lunch; sometimes it was an informal invite to grab a coffee. I showed a genuine interest in each person and they showed a real interest in me. I would always get the opportunity to talk to them about Customer Success. I would share what we were doing, how we were building the organization and what was especially important to our team. When we launched projects or needed help from other teams, I relied on my relationships.

As a CSM, you never have authority over product, but you have to build influence. Your influence comes from relationships, which come from trust, which starts with listening.