In this episode of The Customer Growth Pod, Tash sits down with Reegan Coleman, Rising Star of the Year at the US Customer Growth Awards and Account Manager at Loxo, a leader in the AI-powered recruitment space. They dive into Regan’s journey from agency recruiter to technical advisor to CSM and now AM, unpacking how she’s built a $2–2.5M book of business and manages 150+ accounts with a blend of commercial acumen, emotional intelligence, and relentless drive.

Reegan shares how her background as a college athlete shaped her competitive edge, why learning by doing accelerated her progression, and how internal advocacy - and a culture that prioritises professional development - helped her grow quickly. Together, she and Tash explore what makes a standout AM/CSM today: balancing EQ with strategic thinking, leaning into AI to remove busywork, and speaking up with solutions that shape the future of the customer experience.


Key Takeaways

  • EQ is a superpower: Understanding how customers think, what they value, and what constraints they face is essential for driving renewals and long-term adoption.

  • Learning by doing accelerates growth: Regan credits her rapid progression to jumping in early, seeking feedback, and iterating quickly.

  • Commercial skill is increasingly core to CS: Renewals, negotiations, and value-led conversations require preparation, confidence, and collaboration with peers and leaders.

  • Internal advocacy matters: Great CSMs don’t just advocate for customers - they advocate for themselves, their ideas, and their impact inside the business.

  • AM/CSM roles are evolving: Titles matter less; what counts is owning value delivery, stakeholder influence, and long-term revenue outcomes.

  • AI removes busywork, not the human element: Automation should handle the admin so CSMs can spend more time in meaningful, value-driving conversations.

  • Drive and curiosity set top performers apart: A willingness to think critically, solve problems creatively, and push for excellence fuels long-term success.