The Human Cost of Customer Success (and How to Get Ahead of It)

Session Abstract

Customer Success Managers (CSMs) frequently juggle internal chaos and external expectations, causing their own needs to be sidelined. This session, inspired by Maslow's Hierarchy of Needs, argues that when CSMs feel secure, supported, and empowered, they drive serious business impact. Attendees will learn how to build the systems, culture, and internal alignment that boost CSM effectiveness, retention, and morale. Key takeaways include moving beyond HR checklists to address CSM needs, building internal advocacy and cross-functional alignment, and equipping the team with tools and strategies that enhance impact, innovation, and fulfillment.