How to Get Promoted into an Enterprise CSM

Being a Customer Success Pro means always looking for ways to grow your career, develop new skills, and position yourself for leadership opportunities. But Customer Success is not a destination—it’s a journey, and today’s episode will help you take your career to the next level.

In this episode of the Customer Success Pro Podcast, I sit down with Carly Agar, Founder & CEO of Carly Agar Training, to discuss how to land a promotion in Customer Success.

We dive into the key differences between a standard CSM and an Enterprise CSM, how to advocate for yourself in your career, and the strategic skills needed to transition into leadership roles. If you’re looking to elevate your career and take ownership of your professional growth, this episode is packed with actionable insights to help you achieve your goals.

The Key Differences Between a Standard CSM & an Enterprise CSM 

Many CSMs want to advance in their careers, but what does it take to move into an Enterprise CSM role?

Key Differences Between CSM & Enterprise CSM Roles: 

📌 Strategic vs. Tactical – Enterprise CSMs focus on long-term strategic planning, while standard CSMs are more day-to-day account managers.

📌 Executive-Level Engagement – Enterprise CSMs work closely with senior stakeholders to align customer goals with business outcomes.

📌 Revenue & Expansion Ownership – While all CSMs contribute to renewals, Enterprise CSMs are deeply involved in expansion strategies.

Pro Tip: If you want to move into an Enterprise CSM role, start by building relationships with executive stakeholders and learning how to drive business impact.

Skills Needed for Enterprise CSM Success 

If you’re aspiring to transition into an Enterprise CSM role, Carly highlights the key skills you need to develop.

Top Skills for Enterprise CSMs: 

✔ Strategic Account Planning – Understanding how to create long-term success plans for high-value customers.

✔ Financial & Business Acumen – Knowing how your product impacts a company’s bottom line.

✔ Advanced Negotiation & Influence – Effectively handling renewals, expansions, and executive conversations.

Pro Tip: Start sharpening these skills now, even if you’re in a standard CSM role. The more you demonstrate enterprise-level thinking, the faster you’ll be considered for a promotion.

How to Advocate for a Promotion in Customer Success 

Many CSMs work hard but struggle with getting noticed for promotions. Carly shares key strategies to advocate for yourself and secure your next career move.

How to Position Yourself for a Promotion: 

📌 Plant the Seed Early – Have conversations about your career goals with leadership long before promotions are available.

📌 Document Your Impact – Track customer success stories, revenue impact, and retention metrics to showcase your value.

📌 Develop Leadership Skills – Take initiative on projects, mentoring, and cross-functional collaborations.

Pro Tip: Don’t wait for opportunities—create them. Show leadership that you’re already operating at the next level.

Self-Advocacy Tips for Different Personalities 

Not everyone is naturally comfortable asking for a raise or promotion. Carly breaks down how different personality types can effectively advocate for themselves.

How to Advocate Based on Your Personality: 

✅ For Introverts – Use data and written communication to document your success and make a compelling case.

✅ For Extroverts – Leverage your network and verbal communication skills to highlight your contributions.

✅ For Analytical Thinkers – Present a logical, data-backed argument for your promotion.

Pro Tip: Self-advocacy isn’t about bragging—it’s about ensuring your contributions are recognized and valued.

How to Prove You’re Ready for Enterprise Accounts 

If you want to move into an Enterprise CSM role, Carly shares the best ways to demonstrate your readiness.

How to Show You’re Ready for Enterprise-Level Work: 

📌 Take on high-impact projects – Get involved in strategic initiatives that showcase your ability to handle complex accounts.

📌 Work with executive stakeholders – Start building relationships with C-suite executives and decision-makers.

📌 Learn to think like a business owner – Understand how your company’s CS function ties into broader business goals.

Pro Tip: Start thinking and acting like an Enterprise CSM before you get the title—this will make leadership take notice.

Listen Now & Elevate Your CS Career 

This episode with Carly Agar is a must-listen for CSMs, CS leaders, and anyone looking to land their next promotion or transition into enterprise accounts.

🎧 Listen on your favorite platform: 

🔹 YouTube

🔹 Spotify

🔹 Apple Podcasts

Want to take your CS career to the next level? 

✅ CSM RevUP Academy – My coaching program for ambitious CS professionals.

✅ AI Guidebook for CS – Learn how to use AI for smarter Customer Success strategies.

Connect with Us 

📌 Follow Carly Agar: LinkedIn | Website

📌 Follow Anika Zubair: LinkedIn | YouTube | TikTok | Website