In the past few years, world events have thrown employees and managers into remote working environments. While meeting virtually may present engagement and productivity challenges, skilled customer success managers (CSMs) can help their team be successful. Just as customers need the right kind of support at the right time to remain engaged and reduce churn, remote CS teams also benefit from the same type of interaction.

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Dispersed but not disorganized

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Many businesses discovered the advantages of remote work during the pandemic. In fact, for some companies, the benefits of working from home were so substantial that they continue to let employees work from home permanently, or at least a few days a week.

According to a pre-pandemic Gallup poll, real estate cost savings (downsizing physical office space or avoiding renting or buying, altogether) significantly improved net profitability for a lot of businesses. In addition to being cost-effective, remote work allows a company to increase its talent pool, attract and retain employees, diversify its workforce and benefit from increased employee creativity and productivity.

However, CSMs must take special care to ensure that employees feel heard, appreciated and essential. Not much different than ensuring the success of your customers, right?

Together, your customer success expertise and today’s technology can help you manage a remote team. Below are four steps to lead a remote team successfully.

1. Specify SMART goals and strategies

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You might be familiar with the anagram SMART for setting and achieving goals. The best way to align your team is to give them Specific, Measurable, Actionable, Realistic and Timely objectives that ensure they consistently know what to do and when to do it.

2. Determine metrics for measuring success

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Success stories boost employee morale and productivity. Define the results you're looking for and update your staff periodically on their progress. Acknowledge and celebrate their wins.

3. Equip with the right tech for the job

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Since you and your employees don't share an office, you need a foolproof way to share information across miles. Invest in capable technology that makes it easy to discuss goals, strategies, helpful tips, progress reports, Frequently Asked Questions (FAQs) and more. Educate employees on the workflow and hierarchy of the structure. Go over a backup plan for what to do if they encounter internet troubles from home.

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4. Promote communication

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Humans are hardwired for connection. As fun as going straight from bed to work in your pj’s may sound, it can become monotonous and uninspiring. Provide a humanizing side of remote work by connecting your team through routine communication. Bolster communications among your crew by establishing the following:

Transparent communication. Set up a network or channel where everyone can see what everyone else is talking about. Include a few non-work-related channels dedicated to common special interests, like travel or pets. They’ll get to know each other better, develop camaraderie and feel like an essential part of the team.

Encourage employees to share all customer insights for everyone to see, not just the information they deem most valuable. And not just through direct messages to a select one or few–share it all and let the individual employee decide if it’s helpful. Communicate your team's progress on metrics like Monthly Recurring Revenue (MRR), Net Promoter Scores (NPS), and customer upgrades or cancellations.

Routine check-ins. Remote work comes with unique social challenges. For instance, finding a work/life balance can be harder when your home is your office. Also, there’s no uplifting small talk when energy is dwindling. And no funny moments among work friends to put a smile on the face of somebody who needs it. If you can’t see someone, you can’t read their body language or facial features that could clue you in to how they’re handling their workload.

Your attention promotes a caring, engaged work environment. Routine virtual check-ins keep your team motivated, encouraged, and on track. Use check-ins to get a mental health pulse. Weekly or twice-monthly one-on-one sessions with your team members can help you address concerns and celebrate achievements.

Virtual meetings. Office conferences are very beneficial on both business and social levels. Those advantages carry over to online sessions as well. Establishing routine meetings allows you and your team to communicate faster and get to know each other better. When employees build a rapport with one another, productivity and trust improve.

Peer-to-peer learning network. Consider creating a buddy system for new hires so employees can get to know at least one other teammate more intimately. This person can also mentor the new employee, sharing what they’ve learned from experience.

Key themes of remote management

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To successfully lead a remote workforce, it all boils down to regular communication and the right technology. Without either, your employees are like boats drifting without an anchor. Communication from the CSM and each other is vital for centering a workforce. The technology you use can make or break effective communication, creativity, and momentum.

You know what it takes to reduce customer churn. Keeping your team productive and happy is very similar in nature–understand them, check in with them, and use the right software to make all your many objectives more efficient and fruitful. Look for customer success platforms that enable information sharing through an easy-to-use, intuitive interface that facilitates communication.

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