AMA: Zendesk Director, Customer Success, Oliver Nono on Customer Success Skills

In my mind, I believe that it’s generally more beneficial to have the right soft skills when joining a new team, as I’ve seen it is often harder to teach than hard skills. Soft skills like communication, empathy, active listening, problem-solving, and adaptability are key to building relationships with customers and typically things that I try to get a good understanding of during interviews. Then once you have a solid foundation of soft skills, you can more easily learn the necessary hard skills, such as specific tools, processes, or product knowledge, because you’ll already know how to engage with customers effectively. That said, a balance is ideal when you’ve been on the team for a bit of time, as both sets of skills are important for success in the role. In fact, over time, some of the hard skills become a bit more important as I feel product knowledge from a tenured Customer Success Manager is extremely important.

In my experience, in order to retain good Customer Success talent, here are things that you must offer: * Clear career growth opportunities * Invest in ongoing training and development * Foster a positive, inclusive team culture where achievements are recognized and employees feel valued * Encourage work-life balance by offering flexibility and supporting initiatives * Provide competitive compensation and benefits to ensure employees feel financially supported, which I feel we do a great job of at Zendesk.

The best Customer Success candidates demonstrate a genuine interest in the industry they are supporting, whether it’s a passion for enhancing the customer experience, like at Zendesk, or a strong enthusiasm for technology. They excel in communication and problem-solving, building lasting relationships while thoroughly understanding customer needs. A proactive, solution-focused mindset is essential, along with the ability to navigate complex situations with empathy and clarity. Top candidates also thrive in fast-paced, ever-changing environments, showing adaptability. Last but not least, the best customer success candidates must have a commitment to continuous learning.

Yes, it is absolutely possible for someone from a different field to transition into Customer Success. I have typically seen success from former Sales and Solution Consultants moving into Customer Success as well as former Support Reps being great in the role as well. The key when interviewing is to highlight experiences and abilities that align with the core responsibilities of Customer Success, such as communication, problem-solving, relationship management, and a customer-focused mindset. If you are interested in transitioning into Customer Success, I would start identifying overlaps between your current role and Customer Success. For instance, if you’ve worked in Sales, Support, or Solution Consulting, emphasize your experience managing client relationships, resolving issues, or delivering results. Next, invest time in learning about the field. Familiarize yourself with Customer Success methodologies, tools like CRM software, and strategies for customer retention and satisfaction. Consider earning certifications or taking courses on platforms like LinkedIn Learning. As I mentioned in a previous answer, networking is also crucial. Connect with Customer Success professionals to gain insights, ask questions, and seek mentorship. Tailor your resume and LinkedIn profile to showcase how your past experiences align with the goals of Customer Success, focusing on outcomes like collaboration, problem resolution, and customer advocacy. Finally, when interviewing, demonstrate your adaptability and eagerness to learn, which I love to see when I interview candidates. Show that you understand the value Customer Success brings to a business and that you’re committed to helping customers achieve their goals. With the right preparation, your unique background can be a tremendous asset in this field!

Based on my experience, here are the most important soft and hard skills CSMs can build to be successful: Soft Skills 1. Empathy: Building trust through understanding of customer challenges. 2. Communication: Clearly articulating solutions and guiding customers. 3. Problem-Solving: Proactively addressing issues and driving positive outcomes. 4. Adaptability: Thriving in dynamic environments and adjusting to customer needs. Hard Skills 1. Technical Literacy: Understanding product functionality to better support customers and guide them on adoption. 2. CRM Proficiency: Managing customer engagements through platforms like Salesforce or Gainsight. 3. Project Management: Ensuring smooth onboarding and execution of a Customer Success Plan. 4. Data Analysis: Using insights to track a customer’s success with your product and to also predict churn. While there are other skills like negotiating, time management, and conflict resolution that are important, the ones above are what I feel are the most important. If you are able to master the ones above, you will deliver lasting value and drive your customer’s success in any industry.

Breaking into the Customer Success straight from college is possible but there are things that you should focus on if you would like to go this route. My advice is to focus on developing transferable skills and building a strong foundation of knowledge for any industry or company that you’d like to work for. Even if you don’t have direct experience, emphasize internships, academic projects, or extracurricular activities that demonstrate teamwork, empathy, and a customer-centric mindset. Start working on these soft skills as these are essential in Customer Success: * Communication * Problem-solving * Relationship-building abilities As a bonus, I typically love seeing adaptability and a growth mindset from a candidate, so show you’re eager to learn and willing to embrace challenges. Networking is also crucial. Connect with Customer Success professionals on LinkedIn, attend industry events, and ask for informational interviews to learn more about the field. This will not only deepen your understanding but may open doors to opportunities. Lastly, consider taking courses or earning certifications in areas like Customer Success, project management, or data analysis to stand out as a candidate.