Customer Success in Tech | Part I - Becoming a Customer Success Manager
Customer Success roles are a big part of the Tech sector, if you are the type of person that enjoys supporting people by helping them solve their problems and enabling them to be successful in getting their goals, then Customer Success could be a good fit for you :)
A role in customer success is also a great way to break into Tech and can be a good stepping stone for other career paths that you might be interested in.
Roles in Customer Success
Customer Success Manager
A customer success manager makes sure that the customers are finding success using the product or service that the company is providing. They are regularly in contact with customers and aim to provide the customer with the best experience, and coach them on how they can use the product or service more by using the product, resulting in customer retention and expansion.
Implementation Manager
An implementation manager helps oversee the addition of new tech products/services into the customer’s business operations. They ensure that all the involved parties complete the steps needed to implement a new process.
Technical Account Manager
A technical account manager supports customers by addressing their technical needs. They inform customers of the product’s proper use to enhance the customer experience and improve satisfaction. They often lead all technical aspects of the company’s largest customers.
Customer Support Consultant/Representative
Customer Support reps work closely with the customers to troubleshoot issues, provide information on the product or service, and respond to customer requests. They use their knowledge to help customers achieve their goals.
Becoming a Customer Success Manager
Some of responsibilities of CS Manager:
Analyse customer data to improve customer experience
Advocate for the company
Guiding new and existing customers through the sales funnel
Develop and manage client portfolios
Bridge the gap between sales and customer support.
Onboard new customer
Minimise customer churn
Encourage customers to upgrade their products
Training employees on how to provide customer assistance
Key skills needed:
Communication and interpersonal skills
Empathy
Problem solving
Patience
Organisation
Knowledge of customer success processes
A pathway to becoming a Customer Success Manager
Apply and hold an entry-level customer success role (roles include: Customer Support Representative, Customer Service Representative, Customer Success Consultant)
Gain managerial skills. Try to find opportunities at work or outside of work, where you can gain managerial skills e.g oversee a group of people for a particular project or training.
Take on managerial responsibilities (promotable tasks).
Apply for Customer Success Manager roles
A career path is always going to look different for people, so bear in mind that this is just an outline and not an exact path that you have to take or will take. One step might not necessarily be followed by the same step outlined above. It might be that after a couple of years in a customer rep role that you will first have to move into a managerial role, or work towards a specialisation. The journey someone will take to become a customer success manager will look different for people but this outline could help guide you in the right direction.
Remember, nobody starts from 0! Transferable skills are a core set of skills and abilities, which can be applied to a wide range of different jobs and industries. When transitioning into a different career path it’s always important to keep this in mind. You might already have a lot of skills that are very applicable to the customer success manager role, so take the time to reflect on that and see how you can highlight them!
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