What does it take to go from good to award-winning in Customer Success?

In this episode, Tash sits down with Blair Kantolinna (CSM of the Year) to explore how the role is evolving into a strategic driver of growth.

Blair shares powerful lessons on turning collaboration, accountability, and value creation into everyday habits.

They dive into the impact of AI, the shift from support to partnership, and the personal growth that fuels true CS leadership.

It’s an honest, energizing conversation packed with real talk and ready-to-use insights.


Key takeaways

  • Open communication fosters better relationships with customers.

  • Accountability should be shared between CSMs and customers.

  • Collaboration with internal teams enhances customer success.

  • Self-assessment is key to professional growth in CSM roles.

  • Focus on delivering value to customers, not just features.

  • Creating a reusable process can scale success in customer management.