Customer Success Career Coach, Career Tips and Proven Job Interview Strategies For Every Customer Success Manager

Carly Agar | Customer Success Career Coach
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Customer Success Career Coach is the must-listen podcast for current and aspiring Customer Success pros. Join us as we spill the secret strategies and tips for building your Customer Success career. This isn't your typical snooze-fest – we're diving deep into the world of Customer Success careers. Whether you're starting from scratch (hey career transitioners!) or eyeing that next big promotion, we've got the playbook for you. I'm Carly Agar, your trusty 10+ year CS veteran and award-winning CS career coach, and I'm here to turn your career dreams into reality. Every Wednesday, join me and some amazing guests as we dish out practical advice and real-life steps you can actually use. No fluff, just stuff you can apply ASAP to score that dream job, snag that promotion, or become the team rockstar. What's on the Menu? 🔥 Pro Tips: Learn the tricks of the trade from seasoned pros. 🚀 Career Growth Hacks: Elevate your game, one episode at a time. 🔄 Unexpected Paths: Hear stories that'll make you rethink your career's GPS. Follow Carly on LinkedIn at www.linkedin.com/in/carly-agar/. For free job search tools, go to www.carlyagar.com/freebies. To work with Carly, go to https://www.carlyagar.com/apply Popular Episode Topics Include: Customer Success Career Tips for a CSM, Proven Job Interview Strategies and Professional Growth as a Customer Success Manager, SaaS Customer Success Career Tips for a CSM, Preparing for Your Next Customer Success Interview, Mastering Common CSM Interview Questions, Building a Standout Customer Success Resume, Landing Customer Success Jobs, Customer Success Skills Every CSM Needs to Grow

  1. 106. Treat Your Job Search Like a Customer Success Role (Here's How) with Zach Sanford

    5D AGO

    106. Treat Your Job Search Like a Customer Success Role (Here's How) with Zach Sanford

    What if the reason your job search isn’t working has nothing to do with your experience and everything to do with how you’re showing up? In this episode, I sit back down with Zach Sanford to unpack a powerful shift most Customer Success professionals completely overlook… treating your job search like a CS role. We break down exactly how to demonstrate your CSM skills at every stage of the process—from discovery-driven interviews and stakeholder management, to value-based storytelling, strategic outreach, and even negotiation. You’ll hear tangible examples of what “walking the walk” actually sounds like in interviews, how to tier your job search like a book of business, and why small moments of delight (like thank-you notes) can make or break an offer. This is less about saying you’re a great CSM and more about proving it in real time. By the end, you’ll walk away with a clearer strategy, more confidence, and a completely different way to approach your job search—one that de-risks you as a candidate and positions you as the safest hire in the room. If you’re ready to stop applying harder and start showing up smarter, hit play and let’s dive in. 0:46 – Why Customer Success Skills Give You a Unique Edge in the Job Search 2:26 – How “Being a CSM” During Your Job Search Proves You Can Do the Job 3:21 – Demonstrating (Not Just Talking About) Your CS Skills in Interviews 5:26 – What “De-risking” Yourself for Hiring Managers Looks Like 8:08 – Managing Your Job Search Like a CSM Manages a Book of Business 13:01 – Leveling Up Your Interview Game with Context, Curiosity, and Tying Insights Together 20:55 – Why Deep Research and Tailored Outreach Set CSMs Apart 21:47 – The Power of Negotiation and Value Selling in CS Job Offers 27:16 – How Small Gestures (Like Thank You Notes) Can Get You Hired 30:21 – Why Being Intentional Wins In CS Job Search FREEBIES & RESOURCES: 🛎️ Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HERE 🛎️ Optimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resume 🛎️ Learn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourself 🛎️ Learn how to Master Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioral CONNECT WITH ME: ❤️ Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/ 💭 Got any questions? Send me an email at support@carlyagar.com HEAD TO THE SHOW NOTES: https://customer-success-career.captivate.fm/episode106 FOLLOW & REVIEW: Are you loving the podcast? I'd appreciate it if you could take a few seconds to do these two things: 👉🏻 Hit the FOLLOW button so you don't miss out on any new episodes when they drop 👉🏻 And either leave a review on a...

    33 min
  2. 105. The Real Reason CSMs Feel Invisible (And Your Action Plan to Fix It) | Part 2

    JAN 28

    105. The Real Reason CSMs Feel Invisible (And Your Action Plan to Fix It) | Part 2

    We analyzed 1,474 CSM conversations to uncover why they are leaving and what keeps them in 2026. Grab the Free Talent Report here: https://customer-success-career.captivate.fm/report CSMs don’t leave because they’re bad at their jobs — they leave because no one can see the impact they’re making. In Part 2 of this series, I’m breaking down the real reason high-performing CSMs feel invisible, even when they’re driving renewals, expansion, and retention behind the scenes. We’re unpacking what “impact” actually means when CSMs say they’re missing it, why this isn’t a motivation problem but a systems problem, and the three patterns I see over and over again in teams with high turnover. I’ll walk you through where leaders unintentionally lose their best people, the gaps that prevent CSMs from articulating their value, and the exact operational, enablement, and management shifts that change everything without adding more work. By the end of this episode, you’ll finally have language, structure, and a clear action plan to make impact visible and undeniable. If you’re tired of feeling overlooked or watching top CSMs walk out the door, this is the missing piece you haven’t addressed yet. Hit plat and let’s dive in. 1:07 – Why High-Performing CSMs Still Feel Invisible (and Leave Because of It) 3:13 – The True Meaning Behind “I Want More Impact” (It’s Not Just About Praise) 4:42 – How Being Forced Into Reactive Work Stops CSMs from Contributing Strategically 6:10 – The Real Cost of Not Having Access to Key Metrics and Business Data 11:51 – 5 Root Causes Leadership Misses That Make CSMs Feel Disconnected 15:29 – 3 Critical Fixes: Better Operations, Enablement, and Coaching (Not Just More Tools) 19:16 – Why Advocating for Growth or Finding a Company That Invests in You Matters Now More Than Ever OTHER EPISODES YOU’LL LOVE: 🎙️Episode 104: 85% of CSM Turnover is Preventable (Here's the Data) | Part 1 FREEBIES & RESOURCES: 🛎️ Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HERE 🛎️ Optimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resume 🛎️ Learn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourself 🛎️ Learn how to Master Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioral CONNECT WITH ME: ❤️ Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/ 💭 Got any questions? Send me an email at support@carlyagar.com HEAD TO THE SHOW NOTES: https://customer-success-career.captivate.fm/episode105 FOLLOW &...

    21 min
  3. 104. 85% of CSM Turnover is Preventable (Here's the Data) | Part 1

    JAN 21

    104. 85% of CSM Turnover is Preventable (Here's the Data) | Part 1

    We analyzed 1,474 CSM conversations to uncover why they are leaving and what keeps them in 2026. Grab the Talent Report here: https://customer-success-career.captivate.fm/report What if I told you that 85% of CSM turnover is completely preventable — and most leaders are missing the real reason their top performers are walking out the door? In this episode, I break down insights from 1,474 Customer Success professionals who told us exactly why they’re job hunting. And spoiler alert, it’s not layoffs, pay, or return-to-office mandates. I reveal the surprising truth about what CSMs want most in their next role, and how even your most loyal team members start considering exits. I’ll also unpack the three types of CSMs who leave for growth, the invisible ceiling stopping your best people, and the #1 leadership blind spot you can correct to transform retention overnight. This is part one of a two-part series, and today we’re starting with the data leaders need to see. By the end of this episode, you’ll finally understand what’s normal, what’s fixable, and where your blind spots might be, whether you manage a CS team or you’re a CSM quietly feeling stuck. Want to know how to turn your team into unstoppable, loyal top-performers? Hit play and let’s dive in. 4:04 – Why Most CSM Turnover Is Preventable 5:57 – What “Growth” Actually Means for CSMs 8:20 – Three Types of CSMs Who Leave for Growth 13:03 – Why Impact Really Matters 15:43 – Next Steps for CS Leaders & CSMs: Action Plans Are Coming in Part Two OTHER EPISODES YOU'LL LOVE: Episode 105: The Real Reason CSMs Feel Invisible (And Your Action Plan to Fix It) | Part 2 🛎️ FREEBIES & RESOURCES: Download the Talent Report: https://customer-success-career.captivate.fm/reportActively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HEREOptimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resumeLearn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourselfLearn how to Master Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioral ♥️ CONNECT WITH ME: Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/li...

    18 min
  4. 103. How to Talk About Career Gaps From Layoffs in Interviews

    JAN 14

    103. How to Talk About Career Gaps From Layoffs in Interviews

    That line on your resume that makes your stomach drop in interviews isn’t the problem. The way you’re talking about it is. In this episode, I’m breaking down exactly why career gaps and layoffs quietly derail otherwise strong candidates and how most people accidentally confirm an interviewer’s worst fears without realizing it. I walk you through what hiring managers are actually thinking when they see a gap on your resume and the two mistakes that cost candidates job offers every single day. I also share the simple three-part formula I use with clients to turn layoffs and career gaps into one of the most confident moments of the interview. No over-explaining. No defensiveness. No awkward justifications. Just a clear, calm story that reassures the interviewer and shifts the conversation back to your value. By the end of this episode, you’ll know how to talk about layoffs without spiraling or apologizing for your existence, and you’ll finally feel in control of a question that used to throw you off your game. If you’ve been dreading this part of the interview or replaying your answer in your head after every call, this one might change everything. Hit play and I’ll walk you through exactly what to say and why it works. 1:16 – Why Career Gaps Aren’t Automatically Dealbreakers for Hiring Managers 2:52 – The Three Hidden Fears Recruiters Have About Resume Gaps (and How to Disarm Them) 6:06 – The Most Common Mistakes People Make When Discussing Layoffs in Interviews 8:17 – The Simple 3-Step Formula That Turns Your Career Gap Into an Interview Strength 13:09 – How to Pivot from Explaining Your Gap to Proving You’re Perfect for the Role 16:17 – Why Owning Your Story (Not Over-Explaining) Makes You Instantly More Attractive to Employers 🛎️ FREEBIES & RESOURCES: Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HEREOptimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resumeLearn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourselfLearn how to MASTER Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioral ♥️ CONNECT WITH ME: Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/Got any questions? Send me an email at support@carlyagar.com ➡️ HEAD TO THE SHOW NOTES: https://customer-success-career.captivate.fm/episode103 🌟 FOLLOW &...

    19 min
  5. 100+ Episodes Later: 3 Career Lessons I Learned From Podcasting

    JAN 7

    100+ Episodes Later: 3 Career Lessons I Learned From Podcasting

    What if the only thing standing between you and your next career breakthrough is a lesson you haven’t learned yet? In this milestone episode, I’m reflecting on 100 plus episodes of podcasting and the unexpected career lessons that came with it. This isn’t a highlight reel or a victory lap. It’s the real mindset shifts that changed how I approach hard things, fear, and consistency in my career and with my clients. I walk you through three lessons that apply just as much to your job search or next promotion as they did to building this podcast. We talk about why your future identity deserves a vote, how fear is often a green light instead of a stop sign, and why big goals sound impressive but realistic ones are what actually move the needle. Each lesson is grounded in real experiences and practical takeaways you can start using immediately without overhauling your entire strategy. By the end of this episode, you’ll feel clearer, calmer, and more confident about the next move you’ve been avoiding or overthinking. If you’ve been stuck in your head, burning out, or waiting to feel ready, this conversation might be the shift you didn’t know you needed. The real question is which of these lessons are you finally going to act on. 2:20 – Why Your “Future Self” Should Have a Say in Your Career Decisions 3:56 – How Acting Like the Confident Version of You Can Transform Your Interviews 7:19 – Why Fear Means You’re Heading in the Right Direction—Not the Wrong One 8:18 – The Surprising Reason Fear is a Signal You’re on the Right Path 14:22 – Why Tiny, Realistic Goals Beat Unsustainable Large Ones for Consistency 17:06 – How Consistency (Not Overwhelm) Helps You Get Hired and Promoted 🛎️ FREEBIES & RESOURCES: Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HEREOptimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resumeLearn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourselfLearn how to MASTER Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioral ♥️ CONNECT WITH ME: Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/Got any questions? Send me an email at support@carlyagar.com ➡️ HEAD TO THE SHOW NOTES: https://customer-success-career.captivate.fm/episode102 🌟 FOLLOW & REVIEW: Are you loving the podcast? I'd appreciate it if you...

    22 min
  6. 101. Customer Success Interview Tips: How to Prep for Recruiters vs Hiring Managers

    12/31/2025

    101. Customer Success Interview Tips: How to Prep for Recruiters vs Hiring Managers

    If you have ever walked out of an interview thinking I nailed that and still did not move forward, this episode is your wake up call. Today, I’m breaking down one of the most common reasons qualified CSMs struggle to land offers even when they prepare and practice. Most candidates prep for every interview the exact same way, and it quietly works against them. Recruiters, hiring managers, and cross-functional partners may ask similar questions, but they are listening for very different signals. In this episode, I walk you through a smarter, more strategic way to prepare based on who you are interviewing with so you can tailor your answers without sounding scripted or inauthentic. By the end, you will know exactly how to shift your messaging so you come across confident, credible, and intentional in every round. If you are tired of guessing what interviewers want and ready to finally control the outcome, hit play and let’s dive in. And if you want to discover the easiest and most effective way to prepare for your Customer Success interviews, watch my Free Training on how to Nail Your CS Interviews: https://customer-success-career.captivate.fm/nailinterviews 02:37 – Why Memorizing Interview Answers Backfires (and What to Do Instead) 8:13 – How to Prep Differently for Recruiters vs. Hiring Managers vs. Cross-Functional Teams 14:42 – The "Checklist" Approach Recruiters Really Use And How to Make It Work for You 21:23 – How to Show Hiring Managers You're the One Who’ll Help Them Hit Their Goals 27:00 – Ways to Stand Out in Cross-Functional Interviews by Addressing What Each Team Actually Cares About 10:44 – The Fastest Way to Level Up Your Interview Prep (Hint: It’s All About the Interviewer’s Perspective) Other Episodes You’ll Love: Episode 3: Falling short in interviews? ACE your next Customer Success job interview with these simple tips! 🛎️ FREEBIES & RESOURCES: Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HEREOptimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resumeLearn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourselfLearn how to MASTER Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioral ♥️ CONNECT WITH ME: Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/span

    35 min
  7. 100. Customer Success Career Advice: Stop Blindly Following Traditional CS Paths

    12/24/2025

    100. Customer Success Career Advice: Stop Blindly Following Traditional CS Paths

    What if the reason you feel stuck in your Customer Success career has nothing to do with your performance and everything to do with the path you’re blindly following? On today’s episode, I’m unpacking the uncomfortable truth about traditional CS career paths and why doing “the next logical step” can quietly derail your growth, happiness, and earning potential. We’ll talk about why promotions that look good on paper can feel miserable in real life, how following the crowd leads to boring roles and regret, and the simple mindset shift that changes how you make career decisions inside Customer Success. By the end of this episode, you’ll walk away with a completely new way to think about success in your Customer Success career, one that’s built around what you’re actually good at, what you enjoy, and where you want to end up, not what everyone else is doing. If you’ve ever felt pressure to go enterprise, become a CSM, or say yes just because it’s “the path,” this conversation will give you clarity, confidence, and permission to choose differently. 3:05 – Why Blindly Following a Career Path Can Lead to Burnout and Missed Potential 5:41 – How Peer Pressure (and ‘Default’ Decisions) Steer You Off-Course 8:33 – Why Enterprise CSM Isn't Automatically the Next Best Step 15:56 – The Power of Defining Your Own Success in Customer Success (and Knowing You Have Choices) 22:00 – How Tech Touch Customer Success Offers Rapid Growth and Thought Leadership Potential 28:12 – The One Interview Question That Reveals If a Future Manager Is There by Choice 🛎️ FREEBIES & RESOURCES: Optimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resumeLearn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourselfLearn how to MASTER Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioralActively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HERE ♥️ CONNECT WITH ME: Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/Got any questions? Send me an email at support@carlyagar.com ➡️ HEAD TO THE SHOW NOTES: https://customer-success-career.captivate.fm/episode100 🌟 FOLLOW & REVIEW: Are you loving the podcast? I'd appreciate it if you could take a few seconds to do these two things: hit the...

    30 min
  8. 99. 3 Ways to Make Your Customer Calls Less Awkward (And Actually Useful)

    12/17/2025

    99. 3 Ways to Make Your Customer Calls Less Awkward (And Actually Useful)

    If your customer calls feel stiff, boring, or like both of you are counting down the minutes until it’s over, you’re not imagining it, and it’s costing you more than you think. That’s why in this episode, I’m breaking down the simple shifts that turn awkward, check-the-box customer calls into conversations your customers actually want to show up to. You’ll learn why leading with the wrong metrics kills trust instantly, how to frame topics in a way that gets customers leaning in instead of zoning out, and the exact conversational tactics top-performing CSMs use to sound confident, human, and in control (without following a rigid script). By the end of this episode, you’ll know how to run customer calls that feel natural, valuable, and genuinely strategic — the kind that deepen trust, uncover expansion signals, and make your job a whole lot easier. If you’re ready to stop filling airtime and start leading calls that actually move the needle, hit play and let’s dive in. 0:44 – Why “Check-the-Box” Customer Calls Are Sabotaging Engagement 3:01 – Why Starting with Product Metrics Makes Customers Zone Out (And How to Fix It) 6:46 – How to Introduce Topics So Your Customer Actually Wants to Participate 10:35 – Three Easy Tactics to Make Every Call Feel More Human and Less Scripted 14:44 – How “Tell Me More About That” Instantly Changes the Whole Conversation 16:45 – How Just One Small Change Per Month Can Make You the CSM Everyone Loves to Talk To 🛎️ FREEBIES & RESOURCES: Optimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resumeLearn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourselfLearn how to MASTER Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioralActively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HERE ♥️ CONNECT WITH ME: Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/Got any questions? Send me an email at support@carlyagar.com ➡️ HEAD TO THE SHOW NOTES: https://customer-success-career.captivate.fm/episode99 🌟 FOLLOW & REVIEW: Are you loving the podcast? I'd appreciate it if you could take a few seconds to do these two things: hit the FOLLOW button so you don't miss out on any new episodes when they dropli...

    19 min
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4.9
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About

Customer Success Career Coach is the must-listen podcast for current and aspiring Customer Success pros. Join us as we spill the secret strategies and tips for building your Customer Success career. This isn't your typical snooze-fest – we're diving deep into the world of Customer Success careers. Whether you're starting from scratch (hey career transitioners!) or eyeing that next big promotion, we've got the playbook for you. I'm Carly Agar, your trusty 10+ year CS veteran and award-winning CS career coach, and I'm here to turn your career dreams into reality. Every Wednesday, join me and some amazing guests as we dish out practical advice and real-life steps you can actually use. No fluff, just stuff you can apply ASAP to score that dream job, snag that promotion, or become the team rockstar. What's on the Menu? 🔥 Pro Tips: Learn the tricks of the trade from seasoned pros. 🚀 Career Growth Hacks: Elevate your game, one episode at a time. 🔄 Unexpected Paths: Hear stories that'll make you rethink your career's GPS. Follow Carly on LinkedIn at www.linkedin.com/in/carly-agar/. For free job search tools, go to www.carlyagar.com/freebies. To work with Carly, go to https://www.carlyagar.com/apply Popular Episode Topics Include: Customer Success Career Tips for a CSM, Proven Job Interview Strategies and Professional Growth as a Customer Success Manager, SaaS Customer Success Career Tips for a CSM, Preparing for Your Next Customer Success Interview, Mastering Common CSM Interview Questions, Building a Standout Customer Success Resume, Landing Customer Success Jobs, Customer Success Skills Every CSM Needs to Grow

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