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Stop Treading Water: The One Thing That Sets Strategic CSMs Apart with Alex Turkovic
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In this episode of The Growth Signal, host Alyssa Nolte is joined by Alex Turkovic—customer success leader, podcast host, and the mind behind the Digital CS Maturity Model—for a hands-on conversation about how CSMs can stop running in circles and start making meaningful progress.
They dig into:
- Why the most strategic CSMs don’t work harder—they work smarter
- How templatizing repetitive tasks creates long-term leverage
- The compounding power of small systems (and how to start building yours)
- How to think about AI as augmented intelligence—and why CSMs who treat it that way are pulling ahead
- Why internal chatbots and tooling should be battle-tested before going customer-facing
- The underrated magic of prepping on Friday to hit the ground running on Monday
Alex also shares some creative ways he’s using tools like Perplexity and Zapier to fuel better, more consultative customer conversations—and offers a pointed challenge to every CSM stuck in reactive mode.
Key Moments:
00:00 Introduction and Guest Welcome
00:33 The Key to Customer Success
01:34 Templatization and Efficiency
05:28 Personal Productivity Hacks
08:46 The Role of AI in Customer Success
14:04 AI Chatbots and Brand Impact
17:09 Leveraging AI for Industry Insights
20:12 Influential Voices in Customer Success
22:18 Final Thoughts and Contact Information
👉 Connect with Alex: linkedin.com/in/alexturkovic
Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the Customer Experience.
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