Hiring a great CSM is not an overhead expense. It is one of the highest-leverage investments an agency can make.

Think about what you spend to acquire a new client… in time, in ad spend, in proposal hours, in sales calls. Now think about what you spend to keep one. 

For most agencies, that number is embarrassingly low.

The agencies that grow with staying power are not always the ones with the flashiest case studies or the biggest ad budgets.

They’re the ones where clients feel like they belong to something worth belonging to. Where the relationship doesn’t end at onboarding. Where someone on the team treats their success like it’s personal, because it is.

That kind of brand equity cannot be bought. It has to be built. And it gets built one relationship at a time, by people whose entire job is to make your clients feel seen, supported, and genuinely cared for.

Let me tell you one of the funnest things that happened between one of our CSMs and our clients. 

One of our CSMs shared that in one of her conversations with our client, he randomly shared that one of the things that he hates doing on his regular work day is going out of the house and buying more ice. He says he loves to drink iced drinks. 

Our CSM also remembered that the client’s birthday is coming up. So she asked me if I could help  her buy an ice maker for our client. Coincidentally I live in the same city as my client so we made it happen. 

He was over the moon! He was so happy, was so surprised, and specifically complimented our CSM’s attention to detail and thoughtfulness. (Btw this CSM was hired from GetCSM, so shoutout to them!) 

Here’s the text he sent me: