Communities

AMA's

Job Board

Sign Up / Sign In

TAGS

Customer Success 30 / 60 / 90 Day Plan

Customer Success Interviews

Customer Success Soft and Hard Skills

Developing Your Customer Success Career

Customer Success Career Path

What's your framework to prioritizing needs/deliverables when you're the first customer success manager at a company establishing the function?

4 Answers

Eightfold Director, Customer Success • January 17

Been there, done that! IMO, it’s pretty simple – start with who is screaming the loudest and why. Take what they are frustrated about, ask them to prioritize their needs, and then see about knocking them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th......Read More

1744 Views

What are the most important customer success skills or perspectives that others inside an organization could benefit from that would improve their day to day work?

3 Answers

Oracle VP Customer Success Engineering & Solution Architecture • January 17

Core skills are a combination of both soft and hard skills. Communication skills, analytical skills, problem-solving skills, product knowledge, and inter-departmental and intra-departmental relationship building. Emotional intelligence is something you must have and believe at your core. This ......Read More

926 Views

What made you decide to choose customer success over sales?

3 Answers

Oracle VP Customer Success Engineering & Solution Architecture • January 17

For me personally, the decision was easy. I moved from technical support to Customer Success. They combine in what we deliver called Customer Experience—transitioning a customer from pre-sales to post-sales and then a steady state followed by expansion. It is called the customer journey or roadma......Read More

968 Views

What are the most important soft and hard skills customer success managers can build to become successful in their field going forward?

2 Answers

Oracle VP Customer Success Engineering & Solution Architecture • January 17

Communication and mental fortitude are essential soft skills, and Product and Industry knowledge are essential hard skills one must have as a core strength. Customer Success Associates/Customer Success Managers/Director Customer Success - all need to have or eventually have some essential soft s......Read More

1112 Views

What advice do you have for recent graduates that want to go straight into customer success?

3 Answers

Oracle VP Customer Success Engineering & Solution Architecture • January 17

For recent graduates who are interested in entering the field of customer success, there are a few critical pieces of advice to keep in mind: • Gaining relevant experience: Look for opportunities to gain experience in customer-facing roles, such as internships or entry-level positions in custo......Read More

1006 Views

How do you retain good talent, especially when customer success roles are in such high demand across the industry?

4 Answers

Oracle VP Customer Success Engineering & Solution Architecture • January 17

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......Read More

1229 Views

As a hiring manager, what do the best customer success candidates have in common?

11 Answers

Oracle VP Customer Success Engineering & Solution Architecture • January 17

The best customer success candidates: • Communication skills: The ability to communicate with customers and all stakeholders clearly and effectively. • Customer-centric mindset: The ability to put oneself in the customer's shoes and understand their needs, pain points, and goals. A genuine pa......Read More

1582 Views

How can someone from a different field transition to customer success?

3 Answers

Oracle VP Customer Success Engineering & Solution Architecture • January 17

While it takes many qualities to be a good Customer Success individual, it takes a lot less to become one. You can transition into a Customer Success role from any role. In my career, I have seen many folks transition into Customer Success roles. Not because they were in a dead-end job but becaus......Read More

612 Views

What's the most effective way to scale a customer success team beyond the first customer success manager?

5 Answers

Eightfold Director, Customer Success • January 17

I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group fro......Read More

1863 Views

Do you generally recommend that candidates go 'above and beyond' in preparing for interviews?

In which situations do you recommend this approach or not?

3 Answers

Narvar Director, Customer Success • February 7

This question is a bit subjective as going "above and beyond" can mean different things to different people. If a candidate truly wants a role, in my opinion, they should do whatever they feel puts them in the best position to receive an offer. I cannot remember ever walking out of an interview a......Read More

944 Views