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Customer Success 30 / 60 / 90 Day Plan
Customer Success Interviews
Customer Success Soft and Hard Skills
Developing Your Customer Success Career
Developing Your Customer Success Career
3 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
4312 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?
5 Answers
Meenal Shukla
Gainsight Senior Director of Customer Success • January 19
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
1268 Views
4 Answers
Meenal Shukla
Gainsight Senior Director of Customer Success • January 19
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
1110 Views
4 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
There are so many career paths for a Customer Success Manager! I don't view the CSM's path as necessarily linear, but a "typical" one might be: 1. Customer Success Associate 2. Customer Success Manager 3. Senior or Enterprise Customer Success Manager 4. Strategic Customer Success Manager 5......Read More
2809 Views
5 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
The best metrics to use to justify a pay raise are those that tie to revenue and direct value impact (internally and customer-facing). I like to keep a private list (for example, Asana) of the projects I've worked on and my contributions to them so I can refer to it during performance reviews, pr......Read More
2964 Views
7 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
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
3831 Views
3 Answers
John Brunkard
Sitecore Vice President of Customer Success APJ • May 1
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
798 Views
5 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
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
2704 Views
5 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
The most important skills for a Customer Success Manager are: * Ability to conduct discovery with a customer. In sales, we've heard the phrase "Always be closing." In Customer Success, we should Always be Discovering. This means that every conversation a CSM has with a customer is an o......Read More
1667 Views
4 Answers
Meenal Shukla
Gainsight Senior Director of Customer Success • January 19
I may be biased but Gainsight offers some of the top resources on Customer Success. We release at least 2-3 blogs a week and we are constantly releasing new content as fast as we are learning from our community. 1. https://www.gainsight.com/blog/ for Blogs 2. https://www.gainsight.com/events/ ......Read More
992 Views