If you can’t put a number on the value you’re creating for your customers, you’re going to struggle to prove why they should keep paying for it.
That’s why in this episode, I’m breaking down a simple framework every CSM can use to calculate and present ROI, even if your product feels impossible to measure. I’ll walk you through how to identify where your product is creating financial value, turn that value into actual numbers, and confidently present your math without worrying that someone is going to poke holes in it.
You’ll walk away knowing how to make stronger renewal and expansion conversations while building a skill that can help you stand out as a Customer Success Manager. If you want to prove your impact with numbers that actually mean something, hit play and let’s dive in.
1:09 – How to Tie Product Usage to Real ROI Numbers
4:05 – The Three ROI Categories: Time, Money, Protection
6:09 – The Simple Math Behind Powerful ROI Stories
8:47 – How to Kill Skepticism by Calling Out Your Own Numbers
11:05 – A Step-by-Step ROI Example for Sales Tools
13:32 – Making ROI Tangible for “Hard to Measure” Products
17:08 – The Career Benefits of Presenting ROI Like a Pro
21:01 – Why Showing ROI Makes You Stand Out in Interviews
23:10 – ROI Homework for Every Level of Customer Success Pro
OTHER EPISODES YOU’LL LOVE:
🎙️Episode 136: 5 Ways the CSM Role is Changing in 2026 (Beyond the Obvious Stuff)
FREEBIES & RESOURCES:
🛎️ Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me HERE
🛎️ Optimize your resume for Customer Success jobs to land consistent interviews with my FREE Training: https://customer-success-career.captivate.fm/resume
🛎️ Learn how to sell yourself as the best candidate & walk into your next Customer Success job interview with confidence with my FREE Training: https://customer-success-career.captivate.fm/sellyourself
🛎️ Learn how to Master Behavioral Interviews with my FREE Training: https://customer-success-career.captivate.fm/behavioral
CONNECT WITH ME:
❤️ Let's be LinkedIn friends: www.linkedin.com/in/carly-agar/
💭 Got any questions? Send me an email at [email protected]
HEAD TO THE SHOW NOTES: https://customer-success-career.captivate.fm/episode137
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Thanks for tuning in to the Customer Success Career Coach podcast! I'll catch you next week.
New episodes drop every Wednesday!
