The Productivity Shift Every Customer Success Manager Needs to Make

Well, let's jump into that, how to make it repeatable.

Because that's one of the challenges.

It's like, okay, today I'm hearing this podcast.

I'm hearing Leslie, what she's saying.

Okay, I'm going to apply this.

Damn it, it doesn't work.

It's not that it doesn't work.

It's that sometimes we have to have a little bit of patience when applying something to also adjust it a little bit.

But then something jumps in and it's like a fire turns here, here, another fire there.

So how to make something repeatable and scalable.

Yeah, it is so hard to not be reactive,

isn't it?

It's so hard.

I hear you.

You know, last year I had the opportunity to speak at HubSpot's event inbound.

And one of the things I kept back to over and over again during that session was if it's not repeatable, it's not scalable to the point that last week.

I opened up my email and I saw an email from Inbound, like, you know, getting people to get interested in the 2026 event.

And I read the subject line and then like the first two lines of the intro.

And I thought, oh, my gosh, like that sounds just like something I would talk about.

And I opened up the email and then it was a summary of my email.

session from the year before.

So I was like, okay, well, at least I'm really consistent in my talking points.

Showing the impact to yourself there.

Yeah.

So I feel like there's a couple of things happening in that question.

Well, let's jump into that, how to make it repeatable.

Because that's one of the challenges.

It's like, okay, today I'm hearing this podcast.

I'm hearing Leslie, what she's saying.

Okay, I'm going to apply this.

Damn it, it doesn't work.

It's not that it doesn't work.

It's that sometimes we have to have a little bit of patience when applying something to also adjust it a little bit.

But then something jumps in and it's like a fire turns here, here, another fire there.

So how to make something repeatable and scalable.

Yeah, it is so hard to not be reactive,

isn't it?

It's so hard.

I hear you.

You know, last year I had the opportunity to speak at HubSpot's event inbound.

And one of the things I kept back to over and over again during that session was if it's not repeatable, it's not scalable to the point that last week.

I opened up my email and I saw an email from Inbound, like, you know, getting people to get interested in the 2026 event.

And I read the subject line and then like the first two lines of the intro.

And I thought, oh, my gosh, like that sounds just like something I would talk about.

And I opened up the email and then it was a summary of my email.

session from the year before.

So I was like, okay, well, at least I'm really consistent in my talking points.

Showing the impact to yourself there.

Yeah.

So I feel like there's a couple of things happening in that question.