Cast your Vote!

Voting for the CSM Awards is open now! Votes are limited to 1 vote per category every 12 hours.

Remember to act fast- voting closes at 12:00 PM EST, Thursday, May 11th.

Best Renewal Communication Award

Sponsored by ChurnZero 

The Best Renewal Communication award recognizes a CSM who knows how to save customers.

80% of CSMs are responsible for closing renewals or directly influencing them. We have to be able to prove the value of our products, communicate effectively, and get deals closed.

Option 1: Share an email or written communication you sent to a customer that helped get a renewal deal across the finish line.

Explain the challenges of the renewal scenario, what your solution was, the data points and personalization you included in your outreach, and the technology and writing tactics you used to write it (Customer Success AI, anyone?).

Option 2: Don’t have a real-life example? Craft a top-notch email for this scenario: 

You are a CSM at MarketingPony, a marketing platform that helps customers with email marketing, website design, blog publishing, and marketing analytics. You have a customer who is up for their first annual renewal in three months. The challenge? Although you’re confident they’re a great fit for MarketingPony, it has taken significantly longer for them to get implemented and onboarded because of past POC changes, and they haven’t gotten much ROI from your platform yet. Oh, and your pricing is increasing by 3% to $16,000 USD/year. 

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Best Reengagement Strategy Award

Sponsored by Northpass

The Best Reengagement Strategy award recognizes a CSM who knows how to keep customers engaged.

Our customers are busy, but it’s hard for CSMs to help them succeed when they’ve gone radio silent.  

Option 1: Share the story of your most successful reengagement tactic. How did you and your customer get to this inflection point? What tools and data did you use to get them back on track? What was the outcome—and what was the customer’s reaction or feedback? If your story includes media (images/GIFs/videos), upload them with your submission!  

Option 2: Don’t have a real-life example? Solve this scenario creatively:  

You are a CSM at MarketingPony, a marketing platform that helps customers with email marketing, website design, blog publishing, and marketing analytics. A customer account was transferred to you two months ago and has been completely radio silent. Only 5 out of 10 of their end-users are using your product, and they’re not using it much. What would you do to get this group back on track before it affects their renewal at the end of the year?  

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Best Digital-First Strategy Award

Sponsored by The Success League

The Best Digital-first Strategy award recognizes a CSM who does more with less.

Between renewals, expansion, admin work, training, strategy, and keeping customers engaged, CSMs are busy. Smart use of CS technology is a must. Digital-first CS leverages automated interactions, processes, and data to scale and enhance the work we do.  

How to enter (2 options):

Option 1: Tell us about a digital-first tactic or tactics you’ve used to engage with your customers. What tools did you use? What part of the customer journey did your tactic address? What was the impact of your strategy, and what feedback did you get from customers?  If there was other technology you would like to have used, what was it, how would it have helped, and how would you have used it?   

Option 2: Haven’t implemented any digital-first tactics yet? Design a digital-first touchpoint or strategy using your ideal imaginary tech stack for the first 90 days of your customer’s lifecycle. How would you onboard an account, train new users, drive adoption, and potentially upsell more licenses and features? You can design tactics around your own product (and share these ideas with your boss) or design a strategy for MarketingPony, a marketing platform that helps customers with email marketing, website design, blog publishing, and marketing analytics. 

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Best Use of Video Award

Sponsored by ESG

The Best Use of Video in award recognizes a CSM who uses video to improve the customer experience.

Video humanizes us, builds connections with customers, and helps us show rather than tell.   

How to enter (2 options):

Option 1: Share how you’ve used video to engage with your customers. When and why did you use video? What tools did you use to make it and share it with your customer? What was the impact and your customer’s feedback? If you’re able to, upload your video with your entry, or include a link.

Option 2: Have a great video idea but haven’t used it yet? Share it! Here’s an example for inspiration: Imagine you’re getting ready to leave for a 10-day vacation. In addition to an email letting your customers know that you’re going to be out, take a screenshot of yourself in front of a Zoom background of your vacation destination and post it as in-app announcement reminding customers that you’ll be out for the week with links to Support resources. 

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Best Save Story Award

Sponsored by SuccessCOACHING

The Best Save Story award recognizes a CSM who is a true Churn Fighter!

Our customers rely on their CSMs to ensure they receive value from our products, and our organizations count on us to retain those customers.  

How to enter: Tell us about your smartest, most heroic save. We all know the sinking feeling of a pending churn. But when you lean in, deploy your skills and resources, and manage to turn it around to a confirmed renewal? Wow. That feeling is unmatched. So tell us how you did it—and don’t be too humble. Why was the customer at risk of churning? What resources, technology, and outreach did you use? How many people did you connect with, and who were they? And what impact did your save have on your month, quarter, and year?  

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