Are Nearshored CSMs Really Weak in Client Relationships?

When people think about outsourcing, especially in roles as client-focused as Customer Success Managers (CSMs), there’s a common worry: Can an outsourced CSM really build strong, lasting relationships with clients? The myth suggests that because outsourced CSMs aren’t sitting in your office, they can’t fully understand or commit to your clients. But let’s take a closer look at this assumption.

Reality Check: Outsourced Doesn’t Mean Distant

The truth is, the world of work has changed a lot. Today, with tools like Slack, Zoom, and other communication platforms, the gap between in-house teams and outsourced professionals has practically disappeared. A survey by Deloitte found that 59% of companies using outsourced teams actually reported better communication and collaboration than they did before outsourcing. This shows that with the right tools and processes, being in different locations doesn’t prevent strong relationships from forming.

Fresh Eyes, New Ideas

One of the big benefits of outsourcing is the fresh perspective that an external CSM can bring. They come without the biases that sometimes creep in when you’re too close to a situation. Plus, they often have experience across different industries and companies, meaning they bring valuable insights and best practices that your in-house team might not have.

In fact, McKinsey’s research shows that organizations working with external partners saw a 30% increase in innovation compared to those sticking solely with internal teams. This kind of outside expertise can help your business come up with creative solutions and gain a deeper understanding of what your clients really need.

Commitment: It’s About the Client, Not the Location

Another worry is that outsourced CSMs might not be as committed as someone in-house. But let’s be real—an outsourced CSM’s success depends on your success. Their job is to make sure your clients are happy, which means they’re often even more driven to go above and beyond.

HfS Research found that 70% of companies experienced better service levels after outsourcing. This suggests that outsourced teams can sometimes be even more dedicated, especially when their performance is directly tied to your client’s satisfaction.

Picking the Right Partner

Of course, the key to successful outsourcing lies in picking the right partner. You need a provider who understands your industry, shares your commitment to customer success, and has a proven track record. When you find the right fit, an outsourced CSM won’t feel like an external contractor—they’ll be an essential part of your team.

The Bottom Line: Myth Busted

The idea that outsourced CSMs can’t build strong relationships with clients is outdated. With the right tools and a focus on communication, outsourced CSMs can integrate seamlessly into your team, bringing new ideas, specialized expertise, and a level of commitment that might surprise you.

Nowadays, distance is no longer a barrier to building strong, meaningful client relationships. It’s all about choosing the right partner—one who values customer success just as much as you do.

Sources:

McKinsey: “The Innovation Impact of Outsourcing”
URL: https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/the-innovation-impact-of-outsourcing

HfS Research: “The State of Outsourcing in 2021”
URL: https://www.hfsresearch.com/research/the-state-of-outsourcing-2021

Deloitte: “Global Outsourcing Survey 2020”
URL: https://www.deloitte.com/global/en/services/consulting/perspectives/gx-global-outsourcing-survey.html

How VariaCode Can Actually Make Your Life Easier (Yes, Really)

We get it—tech recruitment can feel like herding cats, blindfolded, in the dark. At VariaCode, we don’t just understand these challenges; we thrive on them. We’re here to turn your hiring headaches into a smooth, manageable process. Here’s how we can help, without the usual corporate jargon:

1. AI-Driven Recruitment (Because Who Has Time to Sift Through Resumes?)
Our smart AI tools do the heavy lifting—screening, sorting, and finding the gems—so you can skip straight to the best part: meeting candidates who actually fit the bill.

2. Soft Skills? More Like Superpowers.
We’re not just looking for tech wizards; we’re after those who can actually, you know, communicate. We find talent that won’t just work with your team but will make Monday meetings a little less painful.

3. Work from Anywhere (Or Just Your Couch)
Need a flexible solution? We’ve got you covered. Remote, hybrid, fully on-site—we’ll work with you to find the setup that suits your needs. Your business is unique, and so are our staffing options.

4. Skills-Based Hiring (AKA No Guesswork)
Let’s cut to the chase. We focus on what really matters: skills. You get exactly the talent you need, without the surprise endings. Think of us as matchmakers, but for job skills.

5. DEI Isn’t Just a Buzzword for Us
We’re serious about building diverse teams that aren’t just ticking boxes but actually making workplaces better, more dynamic, and innovative. Diverse teams, better results—it’s that simple.

So why partner with VariaCode?

Because we’re not just another recruitment service. We’re your behind-the-scenes superheroes, working tirelessly to bring you the talent you need without all the fuss. Ready to make hiring feel less like pulling teeth? Reach out, and let’s talk!