Every CSM would like to know how their peers or competitors perform their everyday hassles, etc. We, at CustomerSuccessBox, thought of bringing you an excerpt on CSM’s challenges, likes, and dislikes.
This edition of SuccessBound features Anita Toth. We asked her what she enjoys the most and the least in her line of work. Read on to know!
Anita Toth is the Chief Churn Crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn.
What do you like about your role?
I love meeting others who are looking to make an impact on customers’ lives. CS is evolving quickly which means there are lots of opportunities to help customers in new and innovative ways.
What are the biggest challenges that you face in your role?
To keep up with all the newest innovations in Customer Success. My biggest challenge is taking concepts or processes that work for enterprise companies or high-touch environments and figuring out how to adapt these innovations to SMB companies and self-serve environments.
Tell us about a major win you had in the last 12 months.
I created and released 2 courses in partnership with SuccessCoaching — Difficult Customer Conversations (for CSMs) and Dealing with Angry Customers (for Customer Service Reps).
What do you dislike about the role?
Trying to adapt successful enterprise or high touch innovations to SMB or self-serve environments. Sometimes it’s easy to do. Sometimes it’s incredibly challenging.
Who do you admire the most or consider as your mentor in the CS industry?
Ed Powers. I feel truly blessed that he shares his tremendous experience and wisdom with me.
What does your CS day look like?
It’s a balance between working with my team, learning about new ideas in CS, serving my customers, and producing helpful content for the CS community.
If you were not a CS leader, what would you’ve been?
I would have stayed in academia. I really love to learn and to teach.
What is a great “stress-buster” activity which you enjoy doing?
Meditating. I’m fairly new at it but I’ve seen tremendous results from my daily practice.
Do you love reading books? If yes, which one would you recommend to our readers?
I LOVE reading! My favorite book — no joke — is “Oh, the Places You’ll Go!” by Dr. Seuss.
Which is your favorite city that you have visited or you’d like to visit?
I love Montreal, Canada. It’s got a strong European feel, all while being in North America.
P.S. – The main image has been taken from pexels.com