How To Survive Chaos In A Client Management Role 😳

You cannot begin to imagine the type of conversations I’m having with CSMs, AMs, and their respective leaders 👀 Actually, I’ll share just a few examples with you. 

VP of CS at X company blamed two CSMs for their recent churned account while in the same breath sharing with me that 1. Those CSMs were net new (no previous experience) and were untrained and 2. Their industry isn’t doing too well, given the market. 

Next… 

Customer Success Manager working at T, a startup, is waiting around for an acquisition to happen. When it does, their current product won’t be available to their clients. While they’re tasked with building the transition plan for how they’ll “integrate” into the new system, their leader has asked them to build success plans for the current customer base (who checks notes won’t be clients in just a few months). 

And lastly… 

An Account Manager at S has no idea what their role is and, therefore, the value they bring to clients. There’s another team that looks and sounds like them (yup, the CS team), so they’ve been working on the same things, letting the same tasks fall through the cracks, and playing a never-ending game of “oh… I thought that was your job”. 

When I hear these stories, I feel powerless.

Because there’s no “fixing” this with a system, template, coaching, or training.

If you’re not at the top of the leadership tier and things are a mess, no resource can help you get to the root of the problem and fix it. 

At that point, all you can do is what’s in your control.

These conversations aren’t a fluke; things are crazier than ever, and it’s important we address the elephant in the room and how to handle said elephant in this newsletter. Let’s do that👇

#UpSkill | Doing What’s In Your Control (When Times Are Tough)

Stay Or Leave

We’re aware that the elephant is in the room, and they’re causing a lot of distress. 

But also 

The job market is unlike anything I, and many of you reading this, have ever seen. 

People have been applying for jobs for months (years, for some) and have yet to secure their next position.

And every time we think we’re catching up, another tech company does a round of layoffs. It’s ruthless out there. 

So, as we weigh up our options, we have to take into consideration the reality around us. 

Our options are: 

1. Leave 

2. Stay 

Leaving is personal, so I won’t harp on it. Now, if you decide to stay, I’ll share tips on how to make peace with whatever situation you’re dealing with. 

Managing Yourself

You’re not saving lives – you’re managing clients. 

Let’s look at the situation for what it is: 

It’s a job that affords you the things that help you support yourself. 

Is it important? Yes! 

But are you absolutely tied to the hip with this job (like a parent-child relationship)? No. 

If you’re in the US reading this, this probably hits home a bit more for you. 

We’ve somehow managed to lump our worth and identity with our jobs. We’ve given them the #1 priority in our lives, and separating from them seems impossible. 

So the next time you find yourself doing a little too much (caring way more than you should) and generating anxiety within yourself – it’s time for a pause. 

Your mental stability is priceless. 

Managing Your Clients

So what might be so chaotic? Leaders might be unclear on the company's direction, targets might keep moving, or maybe the product is having more hiccups than usual. But even with all the chaos, we can manage to do what’s within our control—lean on client relationships. 

Here are a few tactics you can use to manage your clients effectively during these turbulent times:

Lean into communication (not the other way around) 

This one may feel unnatural. If you lack control in a situation, wouldn’t you want to avoid speaking with clients? Kinda. 

But radio silence is even worse. While you may not be able to control the situation entirely, you can control the information you share with clients. Be honest and transparent, but focus on solutions and proactive steps you're taking rather than dwelling on problems outside your control. 

This is about quality communication over quantity. 

Focus on Value, Not Just Tasks 

If roles are blurring or priorities are shifting, refocus on the value you bring to your clients. What problem do you solve for them? How can you use your expertise to make their lives easier, even amidst the chaos? 

Thinking outside the box, like helping them build a template they need or making an introduction to a podcast, they should be on. These little value boosters will continue strengthening the relationship (and buy you time if that’s what you need). 

Set boundaries (kindly)

It's easy to get pulled in a million directions when things are messy. 

Set boundaries with your clients and your workload to avoid burnout. Clearly communicate your availability and capacity, and don't be afraid to push back on unrealistic expectations.

Oh, and if you notice that you’re getting the questions/requests over and over again, don’t wait to scale it. I just found a tool called Tella (like Loom but with more editing features), and it’s perfect for making short videos that can replace a “quick call” because those add up. 

Managing Your Teammates & Leaders 

So you've got strategies for managing your clients and yourself. 

But what happens when that same chaos spills over and disrupts your team's internal dynamics? Here are some actionable tactics to keep you working with your team as smoothly as possible: 

Seek clarity (within reason)

Don't be afraid to ask questions. Schedule a quick call with your leader to clarify goals, priorities, or the value proposition of a new tool.

And if you find yourself getting bogged down in lengthy meetings, aim for clear, concise explanations that help you understand the "what" and "why" behind the changes before you jump off that call. 

Now, all of the above works when there are clear directives and answers, but when there aren’t, you can either ask for an ETA (so you have this information in your back pocket) or work with what you have at hand (because you can’t control this situation).

Document, document, document

With shifting priorities, it's easy to forget previous discussions. Keep a running record of key decisions, goals, and action items. This will help you stay on track and avoid confusion down the line.

Use collaboration tools like shared documents or project management tools to share your notes externally. 

Documented notes are your anchors during 1:1s. They keep you and your manager on the same page with clear progress tracking and shared accountability.

Connect with your teammates 

​​Connect with teammates in other departments who might have some insight into the situation. 

For example, if the issue revolves around a new tool, talk to the product team to understand its purpose and potential impact on clients.

Sharing information and collaborating with colleagues can help piece together the bigger picture and provide a more informed approach.

Advocate for yourself 

If you feel like you are missing information, your workload is unmanageable, or your role is unclear, don't be afraid to have a conversation with your leader. Approach your leader with suggestions to resolve whatever challenge you’re experiencing. 

Here are some ways to avoid sounding like you're just complaining when talking to your leader about workload or role clarity:

1. Focus on the impact:

• Instead of simply saying your workload is unmanageable, explain the impact it's having. For example, "With the recent increase in X, I'm concerned about my ability to maintain Y high-priority project."

• Highlighting the potential consequences of the situation positions your conversation as problem-solving, not complaining.

• On the flip side, highlight the benefits of a clearer role definition or a more manageable workload.

• For example, "By streamlining X, it opens me up to do Y, which can help us achieve Z."

2. Offer solutions (even if they’re temporary):

• Don't just present problems; come prepared with potential solutions.

• Even if you don't have all the answers, suggest possible ways to fix the problem. For example, "Perhaps delegating X task to Y team could free up my time for Z."

3. Frame it as a collaborative discussion:

• Use phrases like "I'd love to discuss ways to optimize my workload" or "Let's brainstorm some solutions to ensure clear ownership of these tasks."

• This positions the conversation as a collaborative effort to improve workflows rather than you simply complaining about your burden.

 When all else fails, escalate (strategically)

If you've exhausted other options and the lack of clarity is significantly impacting your ability to serve clients, consider escalating the issue. However, choose your moment wisely. Don't escalate every minor uncertainty.

Clearly articulate the specific issue, the impact it's having, and the steps you've already taken to find answers. This shows your proactive approach and makes your case for escalation clear to your internal team.

Can It Be Measured? 

Maybe! Your:

• Time

• Peace

• Sanity

At the end of the day, this is just a job. It's temporary, even if it doesn't feel like it right now. Remember that your worth is not tied to this role or any job for that matter. You are here for a reason, but that reason doesn't define who you are.

Things will change, as they always do. Keep doing what's in your control, but don't lose sight of the bigger picture: this moment is a small chapter in a much larger story.