Customer Success Career Path

6 Answers
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaJanuary 18
Question: What does customer success mean to you? What is it, what is it not? Why it's good: It's open-ended, and gives the candidate a big opportunity to talk about CS as a field, the success of a customer on an individual basis, and more.  Example of a great answer: "To me, Customer Su......Read More
3254 Views
2 Answers
John Brunkard
John Brunkard
Sitecore Senior Director, Head of Customer Success APJMay 2
This somewhat depends on the company and its products. In general I  would say that having technical skills can be helpful for a CSM…an additional plus in the trusted advisor role. The CSM's primary responsibility is to develop strong relationships with the customers key stakeholders, understa......Read More
653 Views
4 Answers
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaJanuary 18
As a customer success manager, one of the most important skills someone can develop is setting the right expectations and getting alignment between internal and external stakeholders. The biggest frustrations I've exeperienced come from when we haven't reached alignment.  The best CSMs do this......Read More
2443 Views
3 Answers
Meenal Shukla
Meenal Shukla
Gainsight Director of Customer SuccessJanuary 20
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 demons......Read More
701 Views
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?
3 Answers
Meenal Shukla
Meenal Shukla
Gainsight Director of Customer SuccessJanuary 20
1. Customer Success will become more and more metrics-driven. Without performance standards, it is very difficult to show the true value of CS to the organization. 2. Proactive experience and Personalization: believe the future of customer success will continue to focus on providing a personaliz......Read More
800 Views
3 Answers
Meenal Shukla
Meenal Shukla
Gainsight Director of Customer SuccessJanuary 20
Here are some core skills: - Being an established expert in your field or are you making an attempt to get there with certifications, answering questions in your community, answering internal questions, etc? - Being cross-functional with sales, services, support and product counterparts - Work......Read More
966 Views
3 Answers
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaMay 3
* Show that you're a team player! It's a huge red flag when a candidate demonstrates a lack of willingness to work as a team. The ability to work cross-functionally to drive customer results is critical. If a candidate conveys the message "that's not my job," they aren't a good fit for ......Read More
920 Views
4 Answers
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 18
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
2918 Views
3 Answers
Manil Vasantha
Manil Vasantha
Freelance Information Technology ConsultantJanuary 18
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
1512 Views
3 Answers
Manil Vasantha
Manil Vasantha
Freelance Information Technology ConsultantJanuary 18
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
1450 Views