Customer success jobs

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....

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)....

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....

Working with a client on a call is the main way for customer success managers (CSMs) to uncover value from their product or service and, as a result, maintain a high level of gross and net retention....

Good customer success is more about giving customers what they need as opposed to what they want. Of course, the kind of folks who can deliver on this is often a rare breed. Here are the top 7 questions for hiring customer success managers....

Taking the first step in your customer success career is an experience every CS professional takes at one time or another. No one’s born into a job (trust-fund babies aside), and most are likely moved around until they find the right fit....

Business development reps (BDRs), sales development reps (SDRs), and account executives (AEs) are all tasked with working with leads and prospects, with the ultimate goal of moving them along the sales funnel....

Like any customer-facing role, customer success should not be taken lightly. It isn’t just about ensuring customers reach their goals, It’s about building relationships with people, educating them, empowering them, and seeing them become as successful as they can be....

In the State of Customer Success report 2021, we dissected the customer success model in terms of its functionality, how it’s measured, and the way it co-exists within the infrastructure of a modern business. But what is it actually like for a person to work in customer success?...

At Customer Success Collective, we love hearing from Customer Success Managers. In fact, we’re obsessed with them and the work they do; our small contribution is to create a hub of educational resources for global CS enthusiasts....

“How do I get into customer success?”. This is a common question that I hear all the time. It’s not surprising as the profession of customer success (CS) has grown exponentially in the last 5 years and was ranked 6th on LinkedIn’s 2020...