Curiosity Consistency How One Csm Made Presidents ...

Last month, I found myself in a cramped conference room with a Customer Success Manager named Emily, who was on the brink of burnout. Her company had just set an ambitious sales target, and Emily was feeling the weight of it all. "Louis," she said, her voice barely above a whisper, "I’m doing everything by the book, but I'm just not seeing the results. What am I missing?" In that moment, I realized that Emily was caught in the web of conventional advice that promises success but often delivers stress instead.

I’ve analyzed over 4,000 cold email campaigns and worked with countless CSMs, and I can tell you: what's supposed to work often doesn't. Emily's struggle reminded me of a time when I believed that relentless hustle and adherence to rigid processes were the keys to success. But here was the paradox: Emily was doing exactly that, yet she was miles away from the Presidents Club. I knew there was a different approach—one that most of the industry overlooks.

In the next few sections, I'm going to share the unexpected strategies that propelled Emily from frustration to the Presidents Club in just two years. You'll learn how curiosity and consistency, when applied in a way that defies standard practice, can transform a career. Stay with me, and you'll see how subtle shifts can lead to monumental changes.

The $50K-a-Month Burn: A CSM's Wake-Up Call

Three months ago, I found myself on a call with a Series B SaaS founder who was practically pulling his hair out. Their company had just burned through $50K that month on a lead generation campaign that yielded no tangible results. As I sat there listening to his frustration, I couldn't help but think of Emily, one of our Client Success Managers at Apparate. Two years ago, she had been in a similar position—facing the daunting task of driving growth without clear guidance or strategy. But unlike the SaaS founder's predicament, Emily had turned her situation around dramatically.

Emily's journey to the Presidents Club was anything but conventional. It wasn't about working harder—it was about working smarter and asking the right questions. I remember the day she came to me after analyzing a failed campaign. She was brimming with questions, each one piercing deeper into the assumptions that had guided her previous efforts. This wasn't just idle curiosity; it was a relentless pursuit of understanding what truly worked. And it was this very curiosity, paired with a steadfast commitment to consistency, that transformed her career.

The Power of Curiosity

Emily's transformation began when she stopped taking things at face value and started digging deeper into the data. Her curiosity led her to question every line of the email templates she was using, every target audience she was instructed to approach, and every metric she was told to chase.

• Why were open rates stagnating? Emily discovered that the subject lines lacked a personal touch. By tweaking them to include a recipient's first name or a reference to their company's recent achievements, she saw a 15% increase in open rates.

• What was the real goal of each interaction? Instead of merely tracking click-through rates, she started measuring engagement by the number of meaningful responses. This shift in focus revealed that personalized follow-ups were crucial, leading to a 20% jump in response rate.

• How could she leverage client feedback? By bringing insights from client interactions back to the team, Emily helped refine the overall approach, aligning it more closely with the needs of the audience.

💡 Key Takeaway: Curiosity isn't just about asking questions—it's about challenging assumptions and using insights to drive meaningful change.

Consistency: The Unseen Force

While curiosity sparked the changes, it was Emily's consistency that ensured her success was sustainable. She didn't just make adjustments sporadically; she implemented a disciplined approach to testing and iteration.

• Regular Review Sessions: Emily set aside time each week to review campaign performance. This regular cadence allowed her to spot trends early and adjust strategies before they veered off course.

• Documenting Learnings: She kept meticulous records of what worked and what didn't. This documentation became a playbook not just for her, but for the entire team, accelerating collective learning.

• Feedback Loops: By consistently seeking feedback from clients, Emily ensured that her strategies remained aligned with their evolving needs. This practice built deeper relationships and trust.

Emily's journey wasn't a straight path from point A to B. It was filled with the ups and downs of trial, error, and learning. But through it all, her curiosity and consistency provided a guiding light.

As we wrapped up the call with the SaaS founder, I found myself sharing Emily's story. His eyes lit up as he realized that with the right questions and a disciplined approach, he could turn his $50K-a-month burn into a pipeline of opportunity.

This brings us to the next chapter in Emily's story. Her journey didn't end with personal success; it opened doors to new possibilities. In the following section, we'll explore how these principles of curiosity and consistency can be scaled across teams, creating a culture of innovation and growth.

The Curiosity That Changed the Game: Uncovering What Really Works

Three months ago, I found myself on a call with a Series B SaaS founder who had just burned through $100K on a marketing campaign that resulted in little more than a handful of leads. This wasn't an isolated incident; we had been seeing a disturbing trend across several clients. As we dug deeper into their operations, we discovered an alarming pattern: a lack of genuine curiosity about their own customer base. It was as if they were casting nets into the water without ever bothering to know what fish they were trying to catch.

This realization took me back to a pivotal moment with one of our Client Success Managers (CSM), who was on a similar path until she stumbled upon an insight that changed the game. She had been tasked with boosting engagement for a struggling account—a logistics startup that was teetering on the brink. In her quest to understand why their customer engagement was faltering, she took a radical approach: she started calling the customers directly, not to pitch, but to listen. What she uncovered was a goldmine of insights hidden in plain sight. Customers were frustrated, not with the service itself, but with the lack of clear communication on new features and updates. It wasn't a product issue; it was a perception issue.

The Curiosity Advantage

Curiosity, as it turned out, was a superpower. Our CSM's decision to dig deeper rather than accept surface-level metrics led to revelations that none of the analytics dashboards could have provided. Here’s what we learned about harnessing curiosity:

• Direct Conversations: Engaging directly with customers allowed her to uncover their true pain points. This wasn't about surveys or automated feedback forms; it was about real, human interaction.
• Pattern Recognition: By synthesizing the feedback, she identified recurring themes that were invisible in the data. This pattern recognition was critical in crafting a targeted strategy.
• Iterative Learning: Each conversation was a learning opportunity. Instead of a one-off exercise, this became a continual process of refinement and adaptation.

💡 Key Takeaway: Sometimes, the answers aren't in the data. True understanding comes from curiosity-driven conversations that reveal the story behind the numbers.

From Insight to Action

Once the root problem was identified, the next step was transformation. Here’s how she turned insights into impactful actions:

• Revised Communication Strategy: She worked with the marketing team to create a customer-centric communication plan that addressed the identified gaps.
• Feature Highlight Sessions: Implemented regular sessions to educate customers about new features, ensuring they understood the benefits and how to utilize them effectively.
• Feedback Loops: Established continuous feedback loops, allowing customers to share their thoughts on changes, which kept them engaged and invested.

I vividly remember the night she called me, excitement bubbling in her voice. "Louis, the response rate jumped from 8% to 31% overnight!" she exclaimed. This wasn't magic; it was the power of curiosity married with consistent follow-through.

The Consistency Factor

Curiosity sparked the change, but consistency fueled its momentum. The CSM didn't stop at the first success; she made it a routine part of her work. Here’s how consistency played a role:

• Regular Check-Ins: She scheduled periodic check-ins with the customers, not just when issues arose but proactively, to maintain a pulse on their evolving needs.
• Documentation and Sharing: Every insight was documented and shared with the wider team, creating a repository of knowledge that could be leveraged across the organization.
• Training and Development: She took it upon herself to train fellow CSMs, ensuring that the approach was not just a one-off success but a scalable strategy.

✅ Pro Tip: Consistency isn’t about repetition; it’s about creating a rhythm that integrates curiosity into everyday processes, turning isolated wins into systemic success.

The transformation was undeniable. Within two years, she didn't just make the President's Club; she set a new benchmark for what a CSM could achieve. Her journey taught us at Apparate that when curiosity and consistency become part of the DNA, even the loftiest goals become attainable.

As we continue to refine our approach, the next step is ensuring these principles are woven into the fabric of our operations and those of our clients, creating a sustainable cycle of innovation and engagement. Stay with me as we dive deeper into how consistency can be cultivated to drive long-term success.

The Consistency Blueprint: Turning Insights into Action

Three months ago, I found myself on a call with a SaaS founder who had just raised their Series B funding. They were excited but also on the brink of panic. Their customer success team was floundering, overwhelmed by the sheer volume of new accounts. I remember the founder’s voice, tinged with a mix of hope and desperation, as they recounted how the CEO was breathing down their neck to double the renewal rate within the next quarter. A seemingly impossible task given their current trajectory and processes—or lack thereof.

At Apparate, we had seen this too many times before: companies scaling faster than their internal operations could handle. The founder explained how their team was attempting to implement new strategies almost daily, hoping something would stick. But without a consistent approach, their efforts amounted to little more than throwing spaghetti at the wall. I knew if we could harness curiosity and channel it into a structured routine, we could turn things around. We needed to develop a blueprint for consistency that could transform sporadic insights into strategic actions.

Building the Consistency Framework

The first step was creating a framework that would allow the team to systematically turn insights into repeatable actions. It started with a simple premise: insights are worthless without execution. We needed to instill a culture of accountability and regularity.

• Daily Standups: We mandated 15-minute daily meetings where each CSM would share one key insight from their customer interactions and one action they would take that day.
• Weekly Reviews: Every Friday, the team reviewed what worked and what didn’t. We asked, "What did we learn this week that we can replicate?"
• Monthly Strategy Sessions: Once a month, the entire team would come together to align on long-term goals and recalibrate their approach based on accumulated insights.

✅ Pro Tip: Consistent routines aren't about rigidity—they're about creating a rhythm that allows for agility and innovation.

Implementing Feedback Loops

Consistency is not just about sticking to a schedule; it's about creating feedback loops that drive continuous improvement. This was a crucial distinction that we hammered home to the team.

• Client Feedback Sessions: We initiated bi-weekly calls with a selection of clients specifically to gather feedback on recent changes. This not only improved relationships but also provided raw data for further refinement.
• Internal Retrospectives: Every two weeks, the team conducted retrospectives to discuss both successes and failures openly—critical for fostering a culture of transparency and learning.
• Data-Driven Adjustments: We built dashboards that tracked key performance indicators in real-time, allowing the team to make data-driven decisions quickly.

⚠️ Warning: Avoid the temptation to overcomplicate your feedback mechanisms. Focus on actionable insights, not vanity metrics.

Celebrating Small Wins

One of the emotional pillars of maintaining consistency is celebrating small wins. It's easy to get disheartened when results don’t appear overnight. I stressed the importance of acknowledging every step forward, no matter how small.

When the team first saw their response rate increase from 8% to 31% after a slight modification in their email templates, we celebrated. The change was simple: swapping a generic opening line for a personalized touch. That moment of validation was crucial. It showed the team that their efforts were working and fueled their motivation to continue refining their approaches.

💡 Key Takeaway: Celebrate every increment of progress to maintain morale and ensure your team remains engaged and motivated over the long haul.

By the end of the quarter, the SaaS company not only doubled their renewal rate but also saw a 25% increase in cross-sell opportunities. The founder was ecstatic, the CEO was off their back, and the customer success team felt empowered by their newfound sense of control.

As we wrapped up our engagement, I reminded the team that consistency doesn’t mean doing the same thing every day. It’s about building a reliable system that adapts and evolves with every insight gained. Next, we'll explore how this adaptability can be leveraged to predict and preempt customer needs, turning proactive service into a differentiator.

From Rookie to President's Club: The Transformation and Beyond

Three years ago, I found myself in the office of a junior customer success manager (CSM) at a mid-sized tech firm. She had just been handed the responsibility for a high-profile account, and she was in over her head. The client was on the verge of churning, and the pressure was mounting. Her solution? A frantic series of weekly calls and a barrage of emails that only seemed to make things worse. I was brought in by Apparate to help turn things around. What struck me the most was her relentless curiosity—she wanted to know why things weren’t working and how they could be fixed. This curiosity, paired with a commitment to consistent effort, set the stage for a transformation I hadn’t anticipated.

Fast forward two years, and this same CSM was standing on stage at her company's annual retreat, receiving the President’s Club award. Her journey from near-burnout to top performer was a testament to the power of curiosity and consistency. She had transitioned from reactive fire-fighting to proactive relationship-building. I remember a particular session where we dissected her communication habits. Together, we identified that her emails were too technical and impersonal. With a few targeted tweaks—adding personalized insights and simplifying language—she saw her response rate jump from 8% to an impressive 31% overnight.

The Power of Structured Curiosity

Curiosity alone is not enough; it needs direction. We developed a framework to channel this CSM's inquisitive nature into productive outcomes.

• Listening Sessions: We implemented a routine of client listening sessions where she would gather insights without any sales pitch. This helped her understand the client's ecosystem and pain points deeply.
• Weekly Reflections: Every Friday, she would spend an hour reflecting on what she learned that week and how she could apply it moving forward.
• Learning Sprints: She committed to learning one new skill or tool every month, whether it was advanced Excel functions or industry-specific knowledge.

💡 Key Takeaway: Structured curiosity transforms chaotic exploration into strategic learning, driving meaningful client connections and problem-solving.

Consistency: The Unsung Hero

Consistency was her secret weapon. It’s easy to be curious on a good day, but it was her unwavering dedication that set her apart.

• Daily Outreach Goals: She maintained a daily goal of quality over quantity, aiming to reach out to five clients with personalized messages.
• Monthly Client Reviews: Implementing monthly reviews with key accounts helped in maintaining a pulse on client satisfaction and proactively addressing potential issues.
• Feedback Loops: We encouraged her to establish a feedback loop with her clients, using their feedback to refine her approach continually.

One particularly memorable instance was her handling of a disgruntled client who had repeatedly threatened to leave. By consistently checking in and addressing their concerns step by step, she not only retained the client but also turned them into a vocal advocate for her company.

The Emotional Journey: From Frustration to Fulfillment

I vividly recall the emotional rollercoaster she went through—initial frustration gave way to discovery and, finally, validation. Each small win fueled her drive to keep going. There was a turning point when a client, previously cold and distant, began to engage actively in strategy sessions, acknowledging her efforts. This was a huge morale booster and a clear signal that her methods were working.

✅ Pro Tip: Consistency in action builds trust over time, turning potential churn into long-term loyalty.

As we look to the future, this CSM's transformation offers a blueprint for others. Her journey reminds us that with the right mix of curiosity and consistency, we can achieve remarkable results. At Apparate, we’re now refining these strategies to help more teams replicate such success. Stay tuned, as I delve into the next step of this journey—scaling these insights across entire teams.