Customer Success Talks Entrepreneurial Mindset in Customer Success with Marija Skobe-Pilley
12 snips
Aug 20, 2025 
Join Marija Skobe-Pilley, a Customer Success leader and founder of Women in Customer Success, as she dives into the importance of an entrepreneurial mindset for CSMs. She shares tactical advice on mastering revenue conversations and discovering upsell opportunities without coming off as 'salesy.' Marija emphasizes the significance of understanding customer metrics and offers insights into building confidence through practice. This conversation is rich with actionable strategies to elevate your customer success game!
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Think Like An Owner
- An entrepreneurial mindset means testing ideas, questioning boxes, and continuously seeking new ways to help customers.
- It shifts CSM work from following processes to creating tailored programs regardless of role labels.
Segment Your Book Of Business
- Segment your own book of business into top customers, top growth, top risks, and maintenance to allocate time smartly.
- Focus hands-on time where it protects revenue or offers the best expansion potential.
Start With Probing Discovery
- Treat your CSM role as a great position to sell by focusing on bringing more value, not pushing products.
- On your next call, ask probing discovery questions about finances, budgets, and workflows to uncover expansion possibilities.
