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Writer's pictureViknesh Silvalingam

Leave the Cannoli, Take the CSM: Film Production Skills in Tech



Navigating the tech world has become an essential part of my journey between film projects—especially in the Bay Area, where the cost of living is a challenge for anyone, let alone an independent artist. But let’s be clear: the "starving artist" notion is outdated. Artists bring a wealth of skills that corporate America desperately needs. With the right mindset, we can thrive in our creative endeavors and the business world.




My Bachelor of Arts in Film Producing and Directing didn’t prepare me for coding marathons, but it did equip me with a unique skill set that translates surprisingly well to the tech industry. The qualities that make a great film producer—like leadership, strategic thinking, and problem-solving—are strikingly similar to those of a successful Customer Success Manager (CSM).


At first glance, transitioning from the chaos of a film set to the structured world of customer success might seem like a leap, but these roles have more in common than you’d think. Just as a producer guides a film from concept to completion, a CSM shepherds customers through their journey, ensuring they achieve their goals. So, while I’m not directing a feature film every day, I’m still using the same skills to craft success stories—whether on the silver screen or a Zoom screen.


With Francis Ford Coppola's long-awaited film, Megalopolis set to release later this year, it’s the perfect time to reflect on the remarkable parallels between Coppola’s journey in creating his iconic masterpiece, The Godfather, and the day-to-day experiences of a CSM. Both roles, though in different arenas, demand a unique blend of strategic vision, leadership, and relentless problem-solving. In this blog post, I’ll explore how Coppola’s approach to producing The Godfather mirrors the challenges and triumphs faced by CSMs, revealing the shared characteristics that drive success in both worlds.



1. Leadership and Vision

Guidance

  • A CSM is at the helm of the customer journey, steering customers toward success by deeply understanding their needs and aligning the product's value with those needs. This leadership role involves guiding customers through every stage, ensuring they stay on track to achieve their goals.


Before and after
  • Coppola’s leadership during The Godfather was exemplified by his insistence on casting Marlon Brando as Vito Corleone, despite strong studio opposition. Coppola navigated this high-pressure situation by creatively negotiating with the studio, ultimately securing Brando for the role, which became one of the most iconic in film history.







Visionary Thinking

  •  Visionary thinking is critical for a CSM as they must see the big picture of the customer’s journey. By aligning every interaction and touchpoint with the end goal, they help customers achieve long-term success, ensuring that the product continues to deliver value.


half lighted


  • The decision was made to use a dark, shadowy visual style that reflected the film’s intense themes. Despite studio pressure for a more conventional look, Coppola insisted on a specific lighting technique and muted color palette to capture the Corleone family’s world authentically. This artistic choice not only elevated the film’s impact but also contributed to its commercial success

Alignment:

Both roles require the ability to lead and guide a diverse group of stakeholders toward a common goal, whether it’s achieving a customer’s success or bringing a film to life. A CSM’s leadership and vision ensure that customers reach their desired outcomes, just as a producer’s leadership and vision ensure the creation of a successful, impactful film.


2. Strong Communication Skills

Effective Communication:


  • For a CSM, effective communication is the foundation of understanding customer needs, offering tailored guidance, and ensuring overall satisfaction. Clear communication helps bridge the gap between what the customer needs and what the product offers, ultimately leading to a successful partnership.




  • Coppola had a specific vision for how Michael Corleone's character arc should unfold, particularly the transformation from a reluctant outsider to a ruthless mafia leader. He communicated this vision clearly to Al Pacino, who was relatively unknown at the time, guiding him to deliver a nuanced performance that became central to the film's impact.


Articulate Communicator:

  • A CSM must be an articulate communicator, capable of conveying complex ideas to various stakeholders, including customers and internal teams. This clarity in communication is vital for ensuring that everyone is on the same page and working toward the customer’s success.


directing

  • Coppola explained the importance of a slower, more deliberate buildup to enhance the story’s tension and depth, ensuring that the actors and the studio understood how this approach would serve the film’s success. His clear communication helped align everyone involved, resulting in a cohesive and impactful final product that became a cinematic masterpiece.


Negotiation Expertise:

  • A CSM often finds themselves negotiating with customers to establish expectations, resolve conflicts, and find mutually beneficial solutions. This requires a blend of diplomacy and strategic communication.




  •  The studio initially resisted Coppola’s desire to cast Marlon Brando as Vito Corleone and Al Pacino as Michael Corleone. To overcome this, Coppola strategically negotiated with the studio by agreeing to certain conditions, such as Brando performing a screen test and accepting a reduced salary. Coppola also convinced the studio of Pacino’s suitability by shooting scenes that showcased his potential, thereby gradually winning them over.

Alignment:

Both CSMs and producers must communicate clearly and persuasively to ensure that all stakeholders are aligned with the project’s objectives. Whether it’s driving customer success or bringing a film’s vision to life, the ability to effectively communicate is essential for achieving the desired outcome.


3. Problem-Solving Abilities:

Understanding Challenges and Finding Solutions:

  • CSMs are tasked with understanding the unique challenges their customers face, finding the right solutions, and keeping them on track to achieve their goals. Their ability to navigate complex customer issues ensures that the relationship remains strong and the customer’s objectives are met.


Old Italy in NYC

  • The production of The Godfather, faced challenges such as budget constraints and the studio's push for a modern setting to cut costs. Recognizing the importance of maintaining the 1940s period authenticity, Coppola found creative solutions by proposing to shoot in New York City using specific locations and techniques that minimized expenses while preserving the film's historical accuracy.


Resourcefulness:

  • CSMs often work within constraints—whether it’s time, budget, or resources. They must be resourceful, finding innovative ways to deliver value to customers, even in the face of challenges.



  • The Godfather was constantly faced with budget constraints. Coppola's decision to shoot the film's iconic wedding scene at the beginning of the movie in a way that maximized production value without inflating costs. Rather than constructing elaborate sets or using expensive locations, Coppola chose to film the scene in the backyard of a large estate, utilizing natural lighting and the existing environment to create a rich, authentic atmosphere. This approach not only kept costs down but also contributed to the film’s immersive, realistic feel.

Alignment:

Both CSMs and producers must possess strong problem-solving abilities to navigate the obstacles that could potentially derail their projects. Whether addressing a customer’s dissatisfaction or overcoming production hurdles, the ability to solve problems effectively is essential for driving success and ensuring that goals are achieved.


Profitability Focus

Revenue growth:

  • A CSM must focus on driving revenue growth by ensuring customer retention and identifying upsell opportunities. This requires a balance between delivering value to the customer and ensuring that the company benefits financially.



  • By initially releasing the film in a limited number of theaters, they created a sense of exclusivity and word-of-mouth buzz, which led to high demand and broader release. The campaign also leveraged the popularity of Mario Puzo’s novel, highlighted the star-studded cast, and used iconic promotional materials to draw in a wide audience. This well-aligned marketing strategy played a crucial role in driving the film’s massive box office success.

Alignment:

Both CSMs and producers must balance the need to achieve outstanding outcomes—whether it’s customer success or a successful film—with the financial realities of their projects. Their financial acumen allows them to make strategic decisions that lead to both creative and commercial success, ensuring that their efforts contribute to the overall profitability of their endeavors.


5. Organizational Skills:

Complex Project Coordination:


  • The role of a CSM involves managing complex projects, such as customer onboarding, training, and ongoing support. This requires the same level of coordination and project management seen in film production, where a producer must ensure that every element aligns with the overall goal.

a conductor

screenplay

  • Francis Ford Coppola's expertise in complex project coordination was vital to the successful production of The Godfather, which required managing numerous intricate elements simultaneously. The film’s production involved coordinating various departments, including casting, set design, cinematography, and music, all while adhering to a tight schedule and budget. For example, Coppola had to ensure that the shooting schedule aligned with the availability of key actors like Marlon Brando and Al Pacino, while also coordinating with the art department to create authentic 1940s settings.


Attention to Detail:

  • A CSM must pay close attention to every detail of the customer relationship, from tracking key metrics to ensuring that all customer needs are met. This meticulous attention to detail is crucial for maintaining high levels of customer satisfaction.


fashion style

Thats a big cake

  • Coppola worked closely with the costume designer to ensure that each character's wardrobe not only fit the era but also subtly reflected their personality and status within the Corleone family. He was also deeply involved in the creation of specific props, like the wedding cake in the opening scene, which was modeled after traditional Italian wedding cakes to add authenticity. Coppola’s dedication to these details ensured that every aspect of the film contributed to a cohesive and immersive narrative.

Alignment:

Both CSMs and producers are tasked with managing complex, multi-faceted projects where organization and attention to detail are essential for success. Whether it’s keeping customer accounts on track or coordinating a film production, these roles require the ability to manage numerous elements simultaneously, ensuring that every aspect is aligned with the desired outcome.


6. Creative Judgment:

Creative Problem-Solving:

  • CSMs often need to think outside the box to solve customer problems and deliver value that isn’t immediately apparent. This creative approach is essential for finding innovative solutions that enhance the customer experience and drive success.




  •  During the iconic scene where Michael Corleone commits his first murder in the Italian restaurant. Faced with the challenge of building the right tension, Coppola focused on pacing, sound, and psychological intensity. He used long pauses, the sound of a passing train, and close-ups of Michael’s face to heighten the suspense and emphasize his transformation. This approach allowed Coppola to create a powerful, character-defining moment without relying on expensive effects.


Strategic Vision:

  • Just as producers strategically position their films for success, CSMs must think strategically about how to help customers achieve their long-term goals. By aligning customer success initiatives with broader business objectives, a CSM can ensure that the customer’s journey is both valuable and aligned with the company’s vision.



  • By focusing on universal themes like power, loyalty, and the American Dream, and emphasizing the family dynamics within the Corleone family, Coppola ensured the film resonated with a wide audience and transcended the typical gangster genre. His decision to shoot the film with a period-specific style further enhanced its thematic depth and timeless appeal.

Alignment:

Both CSMs and producers require a strong sense of creative judgment to make decisions that will positively influence the outcome of their work. Whether it’s ensuring customer satisfaction or guiding a film to critical and commercial success, the ability to make thoughtful, creative decisions is essential for achieving the desired results.



Summary:

As I wrap up this post, I want to express my deep gratitude to my previous manager for recognizing the potential in my film production background and how it could be harnessed in the role of a Customer Success Manager. Her belief in my unique skill set—honed through years of navigating the complexities of filmmaking—has been instrumental in my transition to the tech world. For future hiring managers, I hope this post highlights the tremendous value of a CSM with film production skills. A candidate with a film school education brings a wealth of transferable skills, from creative problem-solving to strategic vision, that can be a significant asset to any team. The parallels between producing a film and managing customer success are clear, and I’m excited to continue applying these insights in both arenas.


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