AMA: Confluent Director, Customer Success EMEA, Conor Holmes on Developing Your Customer Success Career
March 20 @ 10:00AM PST
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Confluent Director, Customer Success EMEA, Conor Holmes on Developing Your Customer Success Career
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Conor Holmes
Confluent Director, Customer Success EMEA • March 20
I wouldn't present metrics to ask for a raise. Firstly, I would understand how my company typically provides salary increases and align with that process. In the interim, I would look for opportunities to drive impact for the business and look for growth opportunities, for example, * Take on a ......Read More
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Conor Holmes
Confluent Director, Customer Success EMEA • March 20
It's still a misunderstood function, and there are many different ways to deploy customer success, leaving a consistently referenceable best practice methodology challenging. From my perspective, CS should not be seen as a cost centre but as a function that can drive retention and growth and impa......Read More
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Where do you see the future of customer success heading?
What skills will a future customer success manager need that he/she doesn't have today?
Conor Holmes
Confluent Director, Customer Success EMEA • March 20
I see several trends happening; * Business models will continue to evolve to be more customer-centric based on usage. This means that landing the customer will be aligned to a specific skill set, but there will be more overlap across AEs and CSMs to lead the customer from the initial......Read More
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Conor Holmes
Confluent Director, Customer Success EMEA • March 20
The attributes/skills of the most successful CSMs that I have seen are as follows; * Customer Empathy: They genuinely understand how to internally represent the customer's challenges and what the organisation needs to do to ensure customer projects are successful over the long term. *......Read More
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Conor Holmes
Confluent Director, Customer Success EMEA • March 20
I answered a similar question for new grads looking to get into a CSM role, the same advice applies. 1. Learn about the role. I have included some links below that can help with this. 2. Network (don't be afraid, I've found the majority of people are more than willing to offer guida......Read More
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Conor Holmes
Confluent Director, Customer Success EMEA • March 20
Levelling up will also mean ensuring you consistently deliver excellent work against your core competencies in your role. If you are unsure whether you are doing this, ask your colleagues and manager for feedback. Make sure you put in regular reviews to discuss this if the company doesn't have a ......Read More
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Conor Holmes
Confluent Director, Customer Success EMEA • March 20
This depends on the type of product your company sells. However, I would say it's essential that CSMs deeply understand the product and its benefits. I would ensure I know the technical and value-proof points for a customer using your product across the life cycle. * Onboarding - what technical......Read More
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