How do you retain good customer success talent?

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 ...Read More

There's no magic bullet here, but I've found a few key ingredients to retaining great talent.  Care deeply about the people on your team. Get to know them on a human level. Celebrate their wins. Understand how they want to grow, and be intentional about supporting that growth.   Orient everyone around the mission. It's hard to push through the tough days if you don't connect with a reward or benefit. It's even harder if you think you're the only one fighting. The team needs to know that they're ...Read More

Retaining talent is a challenge for any company at any point in time. Customer Success is only a piece of the puzzle. Employees quit because they are unhappy with the culture, compensation, growth, and manager. Let us start with culture, specifically around Customer Success. To see a company’s customers succeed, it must be goal mandated top-down. The CEO and the e-staff aim to enable and empower the Customer Success team to create a holistic positive customer experience. Without this - there doe ...Read More

Every company is on some form of journey. Whether you are at an early-stage start-up or have been around for decades, your team needs to understand how what they do daily relates to the journey the company is on and how their daily interactions contribute to the company's goals. For me retaining good talent is ensuring that you have a team that has signed up to go on that journey with you. I operate from a position of transparency, which builds trust. If your team trusts that you are lobbying fo ...Read More

Great question! Retaining great CS talent is the same as retaining any good talent, but I do think that there are a few extra things to consider...The role of a CSM can often be high pressure when things go wrong and little recognition when things go really right. So I would always go out of my way to recognise great talent at every opportunity. That could be everything from nominating them for High Achiever's Club and shouting them out at company meetings, all the way to dropping them a meaning ...Read More

Here are several strategies you can use to increase retention among your customer success teams: Remove Hurdles and Be their Advocate: Removing hurdles to make CSM get insights into how to do their jobs better is key towards building a solid foundation for your team. Do you have a tool in place? Do you bring data and use that data to create meaningful action and insights? If you do not have a tool in place or you are unable to get the data your team needs in order to be successful, you are faili ...Read More

Retaining good Customer Success talent requires a mix of growth opportunities, strong culture, and meaningful work. Here’s how to keep your best people engaged and motivated: Clear Career Pathways – Provide structured growth opportunities, whether into leadership, account expansion roles, strategic CS functions, ops and scale. Know more and align to the career trajectory per your company Ongoing Learning & Development – Invest in training, mentorship, and exposure to cross-functional project ...Read More