Magan Newton, MA, CCSM

A CSM interview process This being with a large market research company I'm interested in 1. Call with the recruiter (30 mins) 2. Zoom w/ the direct hiring manager 3. Meet w/ a cross-functional leader of the business 4. Panel interview (3 people) to present a case study During step 2, the hiring manager said, "You know, scratch step 3, you'll just meet with the panel to present. We want to move quickly" Have you ever heard more impactful words during an interview? Move fast, because top talent is doing the same 💕

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Oliver got laid off in January, lost a 6 figure CSM job, a role we put him in. But then: We got him a 6 figure CSM role (again) within 3 months. Here’s how: Oliver was a former client of mine. 10 months ago we worked to get him a CSM role. He got the dream gig: -Remote -6 Figures -Cool company The things dreams are made of. But this ended in January 2024. He called me while I was walking on a beach in Mexico. “dude I need you again, we all got laid off today” It was time to go to work. So we sounded the FIRE framework alarm. And got moving. -Updated his resume with newest accomplishments. -Talked through his recent stories and success. -Collaborated on 5 different task assignments. -Got his confidence back The rejections came flooding in. But this is part of the game. Oliver knew this and he’s built up the resilience to keep going So like we always do, we keep it moving. -Auto applying -Submit resume daily -No networking antics (do people still believe that?) Then we did it. We got a job offer. But it wasn’t the money we wanted. Why settle? So we kept looking. Then it came. From a SaaS company EVERYONE knows He got it again: -The remote role -The 6 figures -The unlimited PTO -The day 1 benefits. 3 months from start to finish. I’m grateful we were able to do this once again with Oliver. P.S. if you're trying to land a CSM role but: you're not getting any interviews you're not able get the offer you're getting overlooked you're sick of networking And you're ready to invest $ and take action. DM me "CSM" and I'll get you details ASAP. P.P.S: I now have 24 month payment plans for USA and Canadian clients.

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Last month, my CSM client (almost) got job scammed on LinkedIn -3 rounds of interviews -Negotiated her salary -Felt so excited But something was off. They wanted her passport. What employer asks for a passport? The scammers screwed up, thankfully. This is why I tell people to be cautious Use a job board that is vetted with verified roles and companies and updated often. That’s why I created the No BS CSM Job Boards: -Updated Daily -Can search by company -Jobs are directly from company pages -USA, Canada, and UK -Remote, Hybrid, and In-person roles. It costs less than A Big Mac Meal (and it won’t kill you) Get it here: https://lnkd.in/dUYXuMYG

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🔍 CSM pet peeve: no decision-makers on calls! It’s like sailing without a compass. 🌊 Emphasize their importance early on for smoother sailing! 🚀 What's your CSM gripe? Share below! 😄

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Here are 4 reasons I pursued a freelance career in ops, talent & culture, and how that catapulted my high performance enablement business. 1. No ceiling. ► When you work for an employer, you most likely depend on them in a way that is not always mutually beneficial. They get to decide how fast you can progress, when you 'deserve' a pay rise, and how ambitious you can and cannot be. I had a great run as an employee for 5.5 years, working in multiple industries (luxury hospitality, accounting, management consulting, talent) across geographies and managing to increase my yearly income by 6.25x, but nothing comes close to knowing that you are in control of how fast (or slow) you can move. 2. Improved well-being. ► You know those dreaded emails telling you off or late-night messages you sometimes get from your line manager or boss? Yeah, I don't get those anymore. I cannot tell you how much I felt the power dynamic as an employee. Did I say the right thing? Did I do the right thing? Will anything be used against me? Will I ever be put in a position that I don't want to? Not anymore. 3. Increase in joy. ► They say you can't have everything, but the truth is, you can. If, and only if, you know exactly what you want! Most of us don't take the time to identify all the things we want, finding it easier to fall back on "you can't have it all". It's not true. Change your outlook, and watch your life transform. Furthermore, the science is clear. You're more likely to do well when you're working on things you en(joy!). Identify those things, incorporate them in your day-to-day, and see your joy increase. 4. More alignment. ► Since I'm working on something I really believe in, I feel way more aligned with who I am. This is critical. A huge reason for burnout is misalignment. Too many people are working on things they do not resonate with. Too many people work in organisations they do not believe in. Too many employees operate in work cultures that do not enable them to be the best they can be. Forget what you studied, what society is telling you to do, or what you think you should be doing. Focus on getting to know yourself better. What are you passionate about? What are you good at? What kind of impact do you want to make? What do people compliment you on? Find these levers as they'll help you find alignment. P.S. Don't get me wrong. Some days are tough. Some days are lonely. You deal with more uncertainty than you can imagine. You've got to keep motivating yourself through thick and thin. You've got to keep reminding yourself why you started. One day you take 3 steps forward, and the next day you take 2 steps back. As long as you're moving in the right direction and at the right pace, that is all that matters. Each of us has our unique process. Our unique path. The more we embrace it, the closer we get to reaching our goals and enjoying the journey. P.S.S. The picture is from my recent honeymoon where I felt so free and aligned. #embraceyourprocess

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If you really think about it, Outsourcing vs. In-House is essentially the Jordan vs. LeBron debate of Healthcare Operations... Just like the endless debate over who’s the GOAT - Jordan or LeBron - there’s a perennial debate in business: Outsourcing vs. In-House. In today’s evolving healthcare environment, efficiency is a non-negotiable. But when it comes to data entry, medical record processing, and scanning solutions, which approach is more efficient? On one hand outsourcing can significantly reduce turnaround times, improve accuracy, and avoid overhead costs of hiring/training. But on the other hand, keeping things in house give you direct oversight of your data processes, allows your team to tailor workflows to specific needs, and can improve team cohesion. Some would say the old school way of thinking (Jordan) is keeping things in house and never willing to change. While the new school way of thinking (LeBron) is evolving with tech and outsourcing solutions to stay ahead of the curve. What do you think? #HealthcareOperations #InHouseVsOutsourcing #HealthTech

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🤯Buying a house rn 🤯Hiring for SDRs rn Are either getting easier any time soon?? For home buyers, it can be exciting and rewarding to buy a home But also incredibly stressful if the buyer isn’t prepared to loosen their expectations or fight heavy competition For companies looking to grow their sales development team, it’s singing to the same tune Candidates are applying for many companies so it’s a delicate balance between speed and quality of talent But much like the house that fits the home buyer’s bill, often the preferred candidates are pegging offers against each other Then they reject, or worse accept and then renege before the start date When buying a home, we know we’re ready to buy now but it’s a long-term decision for us and our future family Same goes for hiring. We want someone in seat performing, but the person we hire as our SDR will ultimately be our manager and regional sales leader for years to come Maybe a home buyer engages a buyers agent to cut through competition and access off-market houses to get what they want in a quicker time frame But how are companies managing this in today's market?

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I used to only rely on renewals, my CSM and quarterly check-ins to uncover opps in my patch. Had some existing customers but I waited around for deals to come my way. The results? Low pipe and missed targets. All because I was reactive when I should’ve been proactive. ………………………………. > that all changed when I began one simple play the results were staggering: Step 1: Take a look at your current customers footprint. Step 2: identify the accounts where usage is at 80%+ Step 3: look at trends - which will be at 100% in 2-3 months Then pick up the phone and call them. The conversation might sound something like this: Me: “Hi Linda - how’s your morning going so far?” Customer: “pretty good. What’s up.” Me: “have a chance to read the email I sent you a couple days back?” Customer: “don’t recall it.” Me: “Can I give you the coles notes quickly?” Customer: “Sure.” Me: “Seems like usage of product X has been great the last few months. Fair to say your teams are seeing value?” Customer: “They are.” Me: “we’ve actually seen an uptick of usage especially a surge the past few weeks Based on the trends I’m seeing you’ll be at X number of seats by late summer. it looks like you’re at the point where you’ll need to accommodate for growth.” *pause* Customer: “I’ll need to look into that further.” Me: “To save you some time, you’re currently at 92% usage and based on the past 3 months usage you’ll exceed that by the 2nd week of July.” Customer: “oh, I see.” Me: “mind if I share a recommendation?” Customer: “go ahead.” Me: “Would it be bad idea to look at some options and potentially adjust the contract to accommodate for the growth over the next cpl months?” Customer: “that might be a good idea” Me: “Sounds good. How about this. Let’s lock in some time early next week and I can walk you through a couple of options on seat growth and cost. We can see if it aligns with your growth and take it from there.” Customer: “that works.” Me: “hey since I have you on could you remind me of your budget and approval process when it comes to right sizing existing contracts?” Customer: *walks through the process* Me: “I know you’re going to get super busy once we end this call. Mind if we pop open our calendars and lock in time for next week?” Customer: “Sure, let me open up my calendar.” ……………………………… > want to build a healthy pipe, fast Be proactive, not reactive

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📣 This Unexpected Tactic Helps You Land SDR/BDR Roles at a Much Faster Rate ... In any industry, mentorship is vital, especially in sales. While many attend boot camps, few invest in post-training guidance. I'm determined not to fall into that trap. 🛤️ Too often, I see graduates struggle despite applying widely. Successful candidates often credit mentorship for their breakthroughs. 💼 Mentors provide essential guidance and support. Thanks to Allen Hughes III mentorship, many thrive standing out and landing roles much quicker than most. 👥 He embodies everything you could want in a mentor ... Patient, Empathy, Kind, Passion, Knowledgable ... and, He has the Heart of Teacher! With his support, success is within reach. ✅️ One mentee, after 500+ applications, sought Allen's guidance. She's now excelling in the tech industry, her second interview leading to an immediate job offer. Skipped the 3rd interview! 🚀 ✅️ Another, with over 20 years in education, made it to the final interview, on their first attempt. Also Skipped the 3rd Interview 👀 ✅️ A different individual, with no prior experience, aced their first interview with Salesforce. And now, waiting for a Potential Offer Letter 🤯 ✅️ Allen Hughes III even helped a young man in Nigeria land his first sales role, transforming his life. And he's helped even more people outsode the US land roles. 🌍 Get a mentor, fast-track your career ... I'm Next! You can be Next Too! #saas #techsales #mentorship #coaching #careerdevelopment #sdr #bdr # #salesdevelopmentrepresentative #businessdevelopmentrepresentative

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Blanket KPI's for SDR's are holding people back on your team from focusing on channels that work for them. I've had SDR's who hit their number from email. I've had SDR's hit their number from social. I've had SDR's hit their number just from cold calling. But I gave them the freedom to lean 100% into the channel they were best at and they became a master at it. Yet if I was pushing them to also hit their KPI's on other channels they would have never mastered the channel they see the most success from. After interviewing so many SDR Managers its amazing those who are still focused on KPI's vs quota attainment. For SDR's not hitting quota on my teams its rarely an effort problem, it's where they are focusing their effort.

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A NPS, or Net Promoter Score, can help you learn more about a company's reputation for customer satisfaction and service. Learn more about this valuable tool and why it's so important to Medix here. https://hubs.li/Q02xkB210

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As someone who literally won’t shut up about this, I can’t believe I’ve been too busy this quarter to post about this massive update. If you run a healthcare business, you had limited options before today when it came to marketing to your customers or actioning on data. You could get a cheap HIPAA compliant CRM with no real functionalities, or go for the monster that costs a fortune and has a UI from 1999. Not anymore! HubSpot is finally HIPAA compliant! https://hubs.la/Q02DTSLd0

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How John overcame the insanely competitive CSM job market (and got a remote role) John was an experienced CSM from Miami, handled a huge portfolio of clients, and loved customers. BUT He was laid off in July 2023 (like countless others) -Struggling to get any interviews himself -Sick of networking not working -Seeing his savings running low -Tired of manually applying He reached out in December 2023. So we got a sky full of lighters and began the FIRE framework 🔥 We: 1. Had a recruiter of 9+ years write a resume, cover letter, and LinkedIn optimization (no ChatGPT, no Upwork, no “career coaches”) 2. Collaborated on final interviews (Uber, AirbnB, Salesforce) 3. Fixed his talk tracks and revenue focused stories 4. Ensured his mindset was back in a good state 5. Used my job boards (updated every 6 hours) 6. Checked in weekly on slack 7. Stopped networking 8. Applied in volume He made it to the final rounds, which is awesome. But we were getting beat every time. This is the brutality of job hunting. But he kept at it (most people give up but not John) 7 months of effort. That’s thousands of hours into: -Applications -Rejections -QBR slides -Company research But he got it. -A CSM job -Fully remote to let him travel again -Peace of mind to be back in the work-force I asked him “what kept you going" and "what was your why" He said 2 things “Talking to you and understanding that it’s a numbers game” “Applying like my life depended on it” This grind for John is done now. But it's very real. And anyone who’s job hunting knows it sucks (I’ve done it twice). So: If you are a CSM who wants help getting through your job hunt and you: Need to land interviews Willing to be coached by others Want to get your confidence back Unable to get that final offer in hand Open to investing in yourself to achieve your goals Think that networking is a waste of time and had 0 results Then DM me the word “goals” and I'll send you the details. I’ll personally work with you 1:1 to get you that CSM job you need Only working with 5 people in June (No networkers allowed)

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Here’s an email approach that actually wins for me (and sets with VPs): Anytime I get in the phone, and a prospect says they’re - “in a meeting” - “call me back I’m busy” I say: - “oh no worries, bad timing! - “I’ll email you” and then end the call. Then I send this: “Subj. line: just called I just (cold) called you. It was about helping (their role) with ________. We’re helping (competitor name) with X and Y. Is this at all relevant for you 2024 goals?” This works because you now have a outbound touch that they’re expecting, even if you only talked for .5 seconds. P.S. it’s also really only works if you’re out there dialing. Set yourself up! #sdr #sales #ae — My name is Brandon Jeppson, and I’ve studied outbound sales for over 4720 hours. I also think sparking water is underestimated 👨🏼‍🍳

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SDRs don't ask much of their leader. Most just want someone who: - Cares for their wellbeing - Tries to understand them - Recognizes their good work - Respects and listens to them - Invests in them with coaching - Is honest and direct with them - Picks them up when they're down None of this is the sales part of SDR leadership. It's the people (and most important) part. Get it right and they will respect you. Work hard and grow under you. And be far more engaged. Which is what you want (and need). Because happy people → happy pipeline. So be intentional about developing your people leadership skills. It's by far the biggest impact area you can develop. - - - P.S. Want help engaging your SDR team? We cover this and more in The SDR Leader Bootcamp. Next cohort starting June 3 – 13 seats left. Sign up below. https://lnkd.in/etdUeNP3

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How to get hired in customer success in a tough job market 😰 I had the most authentic and raw conversation with Jared Orr who is a CSM at vCom Solutions. Much like many of us in tech, Jared has recently go through a company wide reduction in force or in other words he was laid off because his role was made redundant. He, like many of us have had to deal with a job loss in the last year and had to go through the toughest job market in decades. His perseverance and grit got him into a new role and in this month’s episode I chat to him about how he made it through his job search. 🎙️We discuss how he navigated the job market and provide practical advice for those in similar situations. He, like many of us in tech, has faced not one but two layoffs in the last year. But rather than feeling shameful or running and hiding away, Jared embraced the situation he found himself in and leaned into it. During his layoff he even started his own copywriting business which ultimately helped him land his next role. Some of the questions I ask Jared in our conversation: ❓How did you keep your sanity in this very tough job market? ❓What’s your secret sauce when preparing for interview? ❓Looking back at your job hunting experience what is the one thing you wish you did differently or sooner? When listening to this episode you will learn the following tips: ✔️ Perseverance and adaptability in job hunting ✔️ The power of networking and personal branding ✔️ Continuous learning and earning a new skill is a key factor in landing your next role 🎧 Have a listen to the full podcast (link in the comments!)⤵️ ✍️ Would love to hear your thoughts. ♻️ Reshare if this helped you. 📨 Check out my newsletter if you want this content monthly. #customersuccess #podcast #saas

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Contemplating the strides I’ve helped make in crafting Customer Success at Hover, posts like this one serve as touching reminders of the profound impact we’ve wielded so far. Ensuring our customers receive the unwavering attention and support essential for navigating their business growth journey is at the core of our mission. Each invaluable insight obtained from posts such as this reaffirms the solidity of our strategy and the alignment of our goals, propelling us towards sustained success while also making sure we work as a united front to better our customers journey. As an aspiring CSM, this wealth of information fuels my drive to incessantly refine and elevate the customer experience. I eagerly embrace the ongoing evolution of this journey and it’s continued success for Hover and our customers. Here's to emboldening countless small businesses to flourish and thrive! #CustomerSuccess #SmallBusinessGrowth 🚀

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