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Customer Success 30 / 60 / 90 Day Plan
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Customer Success Soft and Hard Skills
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Customer Success Soft and Hard Skills
What are some of the core data points that you track regularly as a Director?
Is there a particular area of data that you zoned in on to help increase your teams ARR contribution?
1 Answer
Natasha Evans
Hook Head of Customer • April 25
I want to first understand which activities or metrics correlate to churn, renewal and expansion. Then I know how to target my CS team and which activities to track off the back of that, as well as which metrics I need to keep a close eye on. So I don't think there's an easy one size fits all ans......Read More
1 Views
3 Answers
Manil Vasantha
Freelance Information Technology Consultant • 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
1912 Views
5 Answers
Manil Vasantha
Freelance Information Technology Consultant • 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
1907 Views
4 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 17
Even fresh graduates come with some set of soft skills. A good communicator who worked in small groups on projects or even played on a team comes with valuable soft skills. Hard skills can be learned on the job and over time. Great question. However, it gives little room for new graduates. You e......Read More
1246 Views
4 Answers
Manil Vasantha
Freelance Information Technology Consultant • 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
1664 Views
4 Answers
Manil Vasantha
Freelance Information Technology Consultant • 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
1872 Views
4 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 17
Some essential hard skills that are considered must-haves for a customer success leader include: (must have does not necessarily mean now - you can and should be trained on the job) • Analytical skills: the ability to analyze customer data and metrics to identify trends and opportunities for i......Read More
4318 Views
12 Answers
Manil Vasantha
Freelance Information Technology Consultant • 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
2755 Views
3 Answers
Manil Vasantha
Freelance Information Technology Consultant • 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
1632 Views
3 Answers
Manil Vasantha
Freelance Information Technology Consultant • 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
1019 Views