Every CS leader tells their team to be more strategic. Few can explain what that actually means. In this episode of The Monthly Sync, KJ sits down with Katie Denny (Senior Enterprise CSM at Adobe) and Brian Hackett (CS Lead at Canva) to cut through the noise, no theory, no buzzwords, just honest takes on levelling up as a CSM from two people who've lived it at world-class organisations.
What you'll learn:
When to follow the playbook and when to trust your instincts, and how to know the difference
Why reactive and strategic aren't opposites, and how to turn a reactive moment into a strategic one
How to tier your book of business so your time goes where it actually counts
The three things Brian looks for when hiring for strategic capacity, and how to develop them yourself
What's actually blocking most CSMs from operating strategically (fear, comfort, not protecting their time)
How to measure whether your strategic activity is working
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