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The 3 Non-Negotiable Traits of

Your First CSM

Jen Benson

VP, Client Services

NewsCred

Why is your first CSM

so important?

They impact the

long term success

of the business.

Once you set sail,

changing direction is very hard.

They set the

tone of the culture.

So how can you get the

first people right?

1. Don’t hire for customer

service skills,

hire for raw talent.

Leverage talent that can move around

cross-functionally

to fuel other parts of the business.

Product R&D Sales Marketing Operations

2. Don’t hire for well-rounded,

hire for a high “give-a-damn

factor.”

The first CSM needs to be as

obsessed with the company’s success

as the founders are.

3. Don’t hire for proven

process followers,

hire for cowboys who thrive

in chaos and solve

problems creatively.

Hire for talent that possess the ability to

be agile, move quickly, and fail fast,

without taking it personally.

No pressure,

but these first hires are critical to the

company’s short and long term success

Think like a founder,

hire smart, creative, passionate people

Get the people DNA right,

before you focus on processes

Thank you.