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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
Customer Success Career Path
5 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
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
3045 Views
7 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
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
3990 Views
6 Answers
Rebecca Warren
Eightfold Director, Customer Success • January 18
I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group fro......Read More
3508 Views
5 Answers
Rebecca Warren
Eightfold Director, Customer Success • January 18
Been there, done that! IMO, it’s pretty simple – start with who is screaming the loudest and why. Take what they are frustrated about, ask them to prioritize their needs, and then see about knocking them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th......Read More
3554 Views
12 Answers
Manil Vasantha
Freelance Information Technology Consultant • January 18
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
2818 Views
3 Answers
John Brunkard
Sitecore Vice President of Customer Success APJ • May 2
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
841 Views
5 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
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
2769 Views
5 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 18
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
1720 Views
4 Answers
Meenal Shukla
Gainsight Senior Director of Customer Success • January 20
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
1036 Views
3 Answers
Jessica Haas
Appcues Chief of Staff & VP of CX • April 27
The two areas I would recommend are 1) Sharpening your Sales skills and 2) Adopting some Product Manager mindsets. When working with customers and the further upmarket you go, the more enriched these conversations need to be and the immediate areas for many customers are to understand their c......Read More
2058 Views