In this episode of The Customer Growth Pod, Tash sits down with Tenley Parr, Lead Customer Success Manager at Superhuman (formerly Grammarly) and winner of CSM of the Year at the US Customer Growth Awards.

Together, they explore what it takes to deliver value at scale, how to stay deeply connected to customer goals across a large book of business, and why the most effective CSMs combine high EQ with smart use of AI and automation. Tenley shares how she customises her approach for every customer, measures impact in ways that matter, and uses technology to stay proactive rather than reactive - even with 100+ accounts.


Key Takeaways

  • There’s no one-size-fits-all CS motion: great CSMs adapt their approach based on customer signals, needs, and strategic priorities.

  • Value comes from meeting customers where they are: every interaction should deliver something meaningful and move the relationship forward.

  • Scaling requires smart use of tools: AI and insights platforms like Hook Echo help CSMs surface risks, identify opportunities, and prepare for renewals quickly.

  • QBRs aren’t dead: but generic slide decks are. Strategic, flexible conversations rooted in customer outcomes still matter.

  • The best CSMs think like sellers: storytelling, influencing, and shaping value narratives are becoming core skills in modern CS.

  • AI won’t replace CSMs, but it will replace busywork: freeing up time for humans to do what they do best: build relationships and drive outcomes.

  • Proactive leadership and tooling keep CSMs focused: knowing what matters now and what’s coming next helps manage a large book without losing quality.