Customer success careers

Whether you're building out your customer success team for the first time or looking to take an existing one to new heights, these strategies and principles will help guide you on your journey....

How many times have you thought “Ugh! I wish I'd known that”? While you may have had to earn that knowledge the hard way, sharing it with customer success teams navigating similar challenges could save them countless headaches and missteps....

You’ve probably heard a few statements about how customer success is not customer support, and that’s correct. I spent the early years of my career in customer support, and I can confirm they are distinct....

Nowadays, it's not just about possessing the “right” skills; it's about understanding the nuances of communication, change management, and personal branding....

They’re both two job titles that float around every business and both seem related, right? But it’s not just a case of rebranding; Customer Success Managers (CSMs) are not Account Managers re-packaged for technology industries like Software as a Service (SaaS)....

Being able to establish and execute clear OKRs is an extremely important part of any customer success team’s, well, success. OKRs bring focus and alignment to a customer success strategy, helping individuals, teams, and whole companies prioritize their initiatives....

Branding, for many, often exists under the shadow of “selling,” primarily because it's hard to measure its success. It's vital to understand the fundamental impact and long-term benefits of building strong personal brands....

“Do a job you love and you’ll never work a day in your life.” At some point in our lives, we’ve all heard something to that effect. And every last word of it's true. But the amount of money you’re compensated for your labor drastically affects the type of role you take....

When preparing for a Customer Success Manager (CSM) interview, knowing what to expect and being ready to demonstrate your skills and experience effectively is vital. You might have the perfect experience under your belt, but if you don’t present this correctly, it could cost you the job!...

Before I broke into customer success, I did practically every customer-facing job you can think of. I've been a waiter, I've been a barman, I've been a chef, I've been a cleaner, I've run a cafe in Sydney… I could go on. Along the way, I picked up a lot of skills that I still use to this day....

This might sound trite, but there’s nothing more important than putting the customer experience at the center of your business decisions. It will improve your reputation, grow your revenue, and help you retain both your clients and your teams....

Every day there are more and more stories about people, mostly in tech, getting laid off. It’s not only tech, as things have a tendency to reverberate through nearly every industry. The fear of a recession has a lot of companies getting rid of ‘bloat' or excessive overhead....

Like most things worth a dime of your time, customer success isn’t bridled with a black-and-white, two-dimensional definition. There’s a whole lot more to the genetic makeup of CS than meets the eye. But what is it like to actually work in customer success?...

One of the challenges I had in the earlier days of building out a customer success function was developing predictable renewals and expansion measures. For context, this was when we were still collecting performance data and our historical data could not yet provide sufficient predictive power....

For all the discussions around CS best practices and how you ought to implement strategies to counteract churn, none of them matter without understanding how to properly structure a customer success team....