10 Habits of High-Impact CSMs: How Lauren and Natalie at LogicMonitor Set the Standard

In a world of endless meetings, fast-moving customer needs, and scattered systems, the best Customer Success Managers don’t just keep up—they lead the way.

We have met with tons of success professionals as part of our listening and learning journey, and the team at LogicMonitor have been an integral part of Noded Ai’s journey thus far. 

At LogicMonitor, Lauren and Natalie set a super high bar for what it means to drive outcomes, build trust, and create real momentum with customers. They're the kind of CSMs everyone wants on their team: sharp, proactive, and relentlessly focused on helping customers succeed (maybe shouldn’t be a huge surprise when the rockstar CEO leading LogicMonitor has customer success leadership on her resume:).

So what makes them stand out?

Here are 10 things we have seen the best CSMs do—and how Lauren and Natalie live them every day:

1. They are over-prepared for every customer meeting.

Before the customer joins the Zoom, Gong, etc, they’ve already scanned previous touchpoints, aligned with internal teams, and mapped out next steps. No scrambling. No guessing. Just clear direction.

2. They drive action—across teams, not just accounts.

Follow-ups don’t get lost. Sales knows what Product is building. Product knows what Support is hearing. Customers feel heard and see progress.

3. They listen with intent and ask better questions.

They ensure the customer feels heard because well, they listen with incredible intent. They ensure they understand what the customer is communicating. And they ask questions to drive clarity and get at the heart of driving success. Not just “How are things going?” but “Are we helping you hit the goals you laid out last quarter?” and “What does success look like for you this month?”

4. They bring the most complete view of the customer to every conversation.

Whether it’s a renewal conversation or a casual check-in, they show up with full context—recent calls, support tickets, open product asks, and internal notes—without digging through five tools to find it.

“This (Noded) is exactly what I was asking for. This will saves me tons of time as I no longer have to go across all of the places I have information. Noded brings it ALL together.” – Lauren

5. They turn customer signals into strategy.

They don’t just log feedback—they turn it into tickets, share it with the right internal teams, and follow through. They know a feature request is only valuable when someone champions it to the finish line.

6. They zoom out when needed—and zoom in fast.

They track trends across their book of business, but also catch the nuance in a single support ticket. Their radar works at both the 30,000-foot level and ground zero.

7. They build real relationships, not transactional touchpoints.

Their customers trust them. Not because they always say yes, but because they always show up informed, accountable, and genuinely invested.

8. They close the loop. Always.

No “just checking in.” No “any update on this?” Every open item gets tracked. Every thread gets tied off. Follow-up isn’t a nice-to-have—it’s their default.

9. They operate like a second brain.

They remember the context, the last ask, the thing that wasn’t said on the call—but mattered. They also use tools like ninjas. It’s no surprise one of them said:

“This (Noded) is amazing. Everyone wants a second brain.” – Natalie

10. They make customer success feel effortless—even when it’s not.

Behind the scenes, they’re navigating shifting priorities, tricky conversations, and complex systems. But from the customer’s perspective? It all just works. That’s the magic.

Lauren and Natalie are proof that the best CSMs are not just relationship managers—they’re force multipliers.

They connect people, close gaps, and create forward motion. And while they make it look easy, it’s their systems, habits, and intentional approach that truly set them apart. Noded AI is excited to be a part of their journey as we have learned tons from the LogicMonitor team!

Lauren and Natalie were part of our Early Adopters program at Noded. Their feedback helped guide our product priorities at Noded.