So here's a fun story After working in sales for almost 3 years, doing all forms of SDR Work / "appointment setting" (DM Setting, Phone Setting, Triaging, and my last role - cold calling), I've decided in June of 2025 to pursue a new field, in that of Customer Success - helping clients AFTER the sales process is completed. Though I had never worked in this domain previously, I got referred to a CSM role by a friend of mine, and immediately skipped the application process, straight to the interviewing stage, with my now manager. 30 mins after our interview, she emailed me asking: "When can you start"? Needless to say, I prepared well for it, maybe used a bit persuasion skills in the interview, that served me well, and ended getting a opportunity I didn't even think I could land, initially. More than a year into the role, I've learned, grown and experienced what delivering results for your clients actually means, and how being "customer-centric", can help ease that entire process. If your ONLY goal (as a CSM/Biz owner building a fulfillment department) is to generate backend sales, your potential to do so is limited. If your ONLY goal is to actually get your client results, and deliver as much value with each interaction, your potential for backend sales is unlimited. Clients WILL WANT to buy more from you, and you might not even need to ask for the sale, in the first place. I learned this first-hand, and it has served me well to deliver value, get client results, and of course, generate backend revenue, a good amount of it actually. I'll talk more about lessons learned in upcoming posts, and how my sales background helped me, working in the backend of a business. Deliver as much value as possible, and you will make money in the backend. That's a promise. BONUS: Here's a TrustPilot review from a client of mine, after already leaving a review on our services 2 weeks prior (fun fact, I upsold him to a higher tier, a week after leaving this review:)

Sales is a fun game One week you're looking at a new car, the next one you're looking at when rent is due

What's up with this "Calls" function on X? Any ideas? And yes, I am using the dark version 👀

Your tolerance for uncertainty will either make or brake you. Embrace it, and eventually, you'll win.

Unpopular opinion from a CSM who came from sales: Customer Success is not a support function. It’s a revenue function wearing a different title. If your CSMs can’t: • Spot expansion signals • Handle objections like AEs • Quantify ROI in the customer’s language …you don’t have a CS team. You have expensive account babysitters. The best CSMs I know close more expansion than half the sales team.

The main reason I am where I am today. Simple, play the long game. You'll win eventually.

(IF YOU'RE SELLING IN THE INFO SPACE, IT'S WORTH A READ) I've been in the high-ticket sales space for just over 4 years now. In that time, I've worked with multiple offers in different capacities, different sales roles, and spent a huge amount of time networking with closers and salespeople to understand the space. Since then, I've also interviewed for multiple positions, and spoken with people across some of the biggest offers in the space. And there's something I feel pretty strongly about: There's a side of the sales' rep job that doesn't get talked about enough. We all know the vehicle matters. The offer you sell for has a massive impact on your income, growth, experience, lead quality, industry, and overall success as a rep. But after 4+ years of seeing this industry from so many different angles, here's what I want to add: There are a LOT of bad offers in this space. More than I think newer sales reps ever realize. I've heard countless stories of reps getting onto offers that looked great from the outside, only to discover problems once they were actually inside. Poor fulfillment. False promises. Baseless claims. Questionable business practices. And eventually, the closer starts hearing about it directly. "Hey man, I got scammed. What are you going to do to help me?" That's a very different experience from simply taking calls and collecting cash. And I've made the mistake of entertaining a few offers I was iffy about myself (happily, this wasn't the case on the CSM roles I've been on). Maybe I'd heard bad stories. Maybe something about the owner didn't sit right. Maybe there were things about the business that made me hesitate. I've learned that you shouldn't ignore those signals just because the money looks good. Because once you're on the offer, you're not just evaluating the opportunity anymore. You're selling it. And if you're a CSM like me, you're supposed to help people get results through it. And if you don't believe in what you're selling/delivering on, it weighs on you — especially if you have a conscience, and especially when you're hearing directly from customers who aren't happy with what they bought. We all know refunds and chargebacks are part of the game. I'm not saying every offer with refunds is bad. I'm saying there are far too many questionable offers in this space, and closers/SDRs need to be much more careful about what they attach themselves to. So yes, choose your vehicle carefully. But actually vet the vehicle. Look at the owner. Look at the fulfillment. Look at the customer outcomes. Look at the history. Talk to people who have actually worked there, if possible. And if you're seriously questioning the ethics or legitimacy of an offer before you join, don't convince yourself that the commission is worth overlooking it. I've seen enough to tell you: There are some phenomenal offers in this industry. There are also some offers you should stay very far away from. Be careful what you choose to sell and who you represent.

Monday has been good Wrapped up two onboardings with 2 new B2C clients, upsold them both to higher tiers of our services 20k in new backend revenue, collected 12k total (one of them piffed) Let's get it 💯

Just finished handling 2 refund cases in 3 hours 😤 Being empathetic with your clients is important...but boy do some like to test your patience

Just reached 100 followers today...thanks to everyone who's been following my journey. Big moves ahead ♟️

Haven't been documenting the journey as much lately. That changes today. High-ticket is a crazy world, lots of up and downs, but winners look for opportunities, instead of excuses. No "major" win today, besides a client of mine getting a job referral, for Amazon 👀

Asking for a friend - looking to hire a few elite closers for a Dating/Men's marriage coaching offer. Accepting people from US/EU/ASIA. OTE (realistic): 9 - 12k / month. *Offer is scaling, so can be doing more once ramped up. DM me if interested, and send a Loom as well.

If you've made it happen once, you can make it happen again.

A cool thing you get as a CSM (which you don't get in sales), is receiving messages like these, when your client(s) achieve success:

The “Sales → CS” transition cheat code I wish someone gave me: Stop asking: “How can I help you?” Start asking: “What would make this a no-brainer renewal + expansion for you in 12 months?” Then shut up and listen for 90 seconds. That one question has generated more pipeline for me than any QBR deck I ever built. Steal it.

In what way(s), has AI improved your life?

Be a mentor for your clients, not just a coach. One of the challenging aspects of working on the "fulfillment" side of a business, is dealing with unhappy customers. But if handled properly, they can lead to amazing testimonials! Always prioritize dealing with "risk-averse" people, and be flexible enough to solve issues soon, rather than later. Jump on a meeting/Slack (get in touch with them), and aim to solve the issue(s). Your mental frame, on the interaction with them, is this: Be KIND, but FIRM. Seek to understand first (clear out all issues), and try to solve them together with them, one a time. Temp-check always (eg. Does this make sense? All clear for now?). Diagnose, offer solutions. Rarely is there a case, of unsolvable issues. Be creative if needed to. As always, skill development requires practice, so the more reps/opportunities you'll get to solve an issue, the more better you'll get at it. This is an example below, of a customer who was asking for a refund. After meeting with 1-1, offering new perspectives, I was able to retain him; this was the message he sent me in Slack, right after the call:

The best form of creativity starts from within.

Here are 3 ways I use AI, as a CSM (Customer Success Manager): 1. Automate Pre-Meeting and Post-Call Admin 2. Detect "Hidden" Churn Risks Early, via Sentiment and Usage Tracking 3. Spot Expansion Signals & Draft High-Converting Outreach What tools do you use to streamline your workflow?