What's the best way to break into the tech industry as a customer success manager?

There are several ways to break into the tech industry as a customer success manager:

1. Look for growth opportunities in your existing organization: Even if you start in a different role, look for opportunities to take on more responsibilities related to customer success, and to demonstrate your skills and interest in the field. Shadow a CSM if you can for a day
2. Education: Pursue certification in a relevant field (Gainsight's Pulse+ as an example). Read resources available online on Customer Success and attend webinars that Gainsight and other organizations organize related to CS.
3. Networking: Attend industry events, meetups, and conferences to connect with professionals in the tech industry and learn about job openings. There are several meet up and online forums available.
4. Gain experience: Look for entry-level positions or internships in customer success or related fields to gain experience and build your resume.
5. Build a strong online presence: Create a LinkedIn profile and share relevant content and insights to showcase your expertise and interests in the tech industry.
6. Get a mentor: look for experienced people in the field who can guide and mentor you, this will help you get a better understanding of the industry, the role and the skills you need to be successful.

Here are some suggestions that come to mind?

1. Gain relevant experience in other customer facing roles to build up the skills that can be reapplied and are relevant to the role of a CSM. Also be prepared to start at a lower level and work your way up.

2. Develop a strong understanding of the Subscriptions business model, SaaS and Cloud computing.There’s a wealth of online courses available including with LinkedIn Learning as an example. Read up on Customer Success. There are many great books available. Consider doing Customer Success Training and Certification such as those provided by SuccessCoaching.

3. Build up your network of Customer Success Professionals. This can be accomplished via LinkedIn, attending online and in person seminars, events and conferences.  Participate in online Customer Success forums and user groups.

4. Create a LinkedIn profile and build a professional brand online to showcase your skills and experience to potential employers.

5. If you are a student, then look for internships at companies that have an established customer success function.

The tech industry is broad and the role of a CSM can vary widely depending on the type of role or company you are interested in however below are some tips which may be helpful:

• Focus on skills - review job postings to determine the skill set your target companies are looking for in their CSMs. Previous experience and titles are less important that the right skill set - many of the best CSMs I have worked with did not come from CS or tech backgrounds; however they all had the right skill set that was directly transferable to the role. Identify the skills the company is looking for in a CSM and then make sure those skills are apparent on your resume and you are capable of speaking to them in the interview.

• Do your research - make sure you have an understanding of the industry or sub section of the industry you are interested in before you start applying. Learn about the market, the key players the current trends and the emerging themes and technologies, look at both short term and long term prospects and leverage online resources such as Linkedin, Glassdoor, Crunchbase, AngelList, Forbes Tech Council, the Deloitte Fast 500 and Product Hunt to gain a deeper understanding of the companies you are interested in. This will help you slim down your target roles and companies and will benefit you when it comes to applying and interviewing.

• Apply strategically - CS roles can vary broadly, some are heavily relationship management or commercially focused, others lean more towards product specialist or technical support. Before you start applying to CS roles make sure you have a clear understanding of which type of CS role you are most interested in and what companies have this kind of model.

• Leverage certifications or training programs where appropriate - there are a number of industry certifications which you can take that demonstrate an interest in and commitment to the field, similarly depending on the tech company you are applying to there may be product specific certifications which you can obtain which would benefit you in an interview process e.g. Google analytics certifications, AWS certifications, SFDC certifications etc

• Networking - get to know other tech industry or CS professionals in your existing network, ask them for advice or introductions where it makes sense. Join industry associations and professional bodies and attend industry events and networking groups where you can.

I love that you’re looking to break into tech as a CSM, here are a few strategies I would recommend: 

1. Internal Promotion - Some of the best CSMs I have worked with have moved up internally from other roles in the company. Customer Support and Sales Development are two internal roles that I frequently recruit from. If you’re early in your career, look for entry-level roles in Customer Success-adjacent roles at a company that prioritizes internal mobility. A benefit to both you and your employer is you’ll already have a good understanding of the product.
   

2. Adjacent Industries - If you have experience elsewhere and are looking to make the switch, I recommend being strategic: Focus on companies where your previous experience would give you a unique advantage in understanding the customer. (eg: if you’re an accountant today, look at companies that make software for accountants). Don’t “spray and pray” - you’re better off focusing on a smaller set of companies that you think will be a great fit.
   

3. Entry Level CS Roles - I think this will be the hardest path for you, but it’s possible. I frequently receive hundreds or even thousands of applicants for entry level CS positions, so it’s important to stand out from the crowd. Network and attend CS meetups or events (meetup.org is a great resource) where you can. You’ll learn a lot and you’ll also start to meet people in your local CS community who can help you.