Welcome!
“What’s this newsletter about?”
Well - I’ve started my journey as a Customer Success Manager at a startup whose product is used by thousands of top sales teams worldwide, including those at IBM, Shopify, Square, and Cisco, to generate more revenue. The startup announced a strategic growth investment from Vista Equity Partners achieving a $2.3 billion dollar valuation.
And I’ve noticed among my client facing peers that a hugely underrated skill is being able to talk about what you've done, understand what clients want, say no, and set reasonable goals.
Resources on how to do this are nonexistent.
So I decided to build NLCS -
Consider this
Why are some people so much better at talking their way into a job or a fantastic opportunity than others? Consider two people. Despite similar education and backgrounds, why does one person come up with inspiring words while the other comes up empty?
Why do customer-facing professions like a CSM or a sales professional emotionally connect with the person on the other end of the line while others are forgotten the moment their customers get on another call?
In NLCS, I not only show you how to communicate effectively, but I also give you frameworks, templates, scripts, and psychological references on how to find and use the right words to inspire customers, and coworkers to get what you want out of life.
Whether your goal is to increase sales, win over customers, motivate employees, or get that raise you worked so hard for, I write a super simple email every week that teaches you how words can be turned into useful tools we use every day.
As a Customer Success Manager (CSM) at a startup worth over $2 billion where I work with crazy, smart companies, I can tell you that words can and do make the difference between success and failure. The same thing happened when I worked at LinkedIn and when I wrote my book.
But I wasn't born with this skill. I'm still getting better at what I do. In the newsletter, I do my best to define the areas I’m learning, but you won’t catch me speaking on topics that I have no exposure to. I don’t like pretending to be someone I’m not.
I respect you too much, and know that you’ll sniff that out in a heartbeat. But I can tell you that this skill can be learned. I didn't even speak English as my first language. Before I moved to the D.C. area, I was born and raised in Nepal.
In college, people made fun of my long, drawn out stories I didn't know until a few months ago that language has power over us all, whether we like it or not. And the right words can make you feel like a mind reader that has the confidence to understand the world around you
So join our free group of Customer Success and customer facing professionals from top companies such as LinkedIn, Glassdoor, Twitter and others who are learning how to communicate effectively with their clients without ever having to utter the words - “No, sorry. That’s not what I meant!” ever again
- RK
P.S. Know any Customer Success professionals who could benefit from this level of transparency? I would love to bring them into our small circle of people who care about Customer Success. Please feel free to forward this article and others from the NLCS (New Laws of Customer Success) universe to grow our tight-knit community one person at a time.
