Frequently asked questions
Written as the questions people actually ask us on calls. If yours isn’t here, book a call and ask it.
Working with GetCSM
What is the difference between Outsourcing and Direct Placement?
With Outsourcing, we recruit, contract, and manage your customer success professional and you pay one monthly subscription. With Direct Placement, we run the search and deliver a vetted candidate, and you hire them directly onto your own team for a one-time fee.
Do you only fill Customer Success Manager roles?
Customer Success Manager is our core role, but we also fill Account Manager, Customer Support, Member Services, Community Manager, Vendor Manager, Account Specialist, Onboarding Specialist, Retention Specialist, and Talent and Affiliate Manager roles. They all share the same post-sale relationship responsibilities.
How much does it cost?
Outsourcing is a monthly subscription that depends on the role and the number of hours per week. Direct Placement is a one-time fee. We share exact numbers on the call once we understand the role, because scope changes the answer.
What industries do you work with?
Ecommerce brands with repeat or subscription customers, agencies and high-ticket B2B services, membership and community businesses, productized services, and SaaS companies. If your revenue depends on customers staying, we can help.
The talent
Where is your talent based?
Primarily the Philippines and Latin America. Both regions have strong English communication and service cultures, and time zones that overlap well with US and European business hours.
How do you vet candidates?
Every candidate goes through role-specific screening, written and spoken English assessment, and skills tests built around real customer scenarios. Top candidates then sit an Amazon-style behavioral interview with our founder or team. We’re testing for critical thinking and the six traits we value most: backbone, ownership, agency, bias for action, always improving, and builders. Nobody is endorsed to a client without passing it.
Can I interview the candidates myself?
Yes. You meet the finalists and choose the person who joins your team. We never place someone you haven’t approved.
Will they work in my time zone?
Yes. We recruit specifically for the hours your business needs, including US and European daytime hours.
Do they need to be trained on my product?
We handle the customer success fundamentals through our training and certification. Product-specific training is yours to lead, since nobody knows your product like you do. We help you structure the 30-day onboarding and provide hands-on support along the way.
After the hire
What happens if it isn't the right fit?
Outsourcing clients get a replacement at no additional recruiting cost. Direct Placement clients have unlimited rehires guaranteed within 180 days.
Who handles pay, benefits, and contracts?
With Outsourcing, we do. Pay, benefits, healthcare, and insurance are covered. With Direct Placement, you contract with the person directly. Our talent works as independent contractors, and we can point you to the setup other clients use.
Do you keep supporting the hire after onboarding?
Yes. Outsourcing includes ongoing coaching, upskilling, and check-ins for as long as you’re with us. That is a big part of why our placements stick.
Can I start part-time and scale up?
Yes. Many clients start part-time and move to full-time as the role proves itself.
Still have a question?
Bring your most important challenge in hiring a CSM. You’ll leave the call with clear advice either way.
