What does CUSTOMER SUCCESS do?!

Customer success is a strategic role that is CRITICAL in B2B SaaS companies (I explain what this is in the video). If you are interested in working in tech, I highly recommend you look into the customer success career path - especially if you are analytical, organized, personable and strategic with a high EQ!!

Sample Interview questions:
- How do you build trust with a customer?
- How would you go about delivering bad news to customers?
- How would you de-escalate a frustrated customer?
- How would you collaborate with the product and sales?
- How would you explain our product to a customer?

My product book recommendations:

My Technology:

#customersuccess #jobsintech #customersuccessmanager

[AlisaHaman]

Let me know what you think about customer success! Also - are there any other careers you want me to cover? Please let me know!!

[fluffysox]

Just landed a job as a customer success associate after working in customer service for 7 years. I feel so lucky and excited to have this opportunity! Customer experience is a huge passion of mine

[mairi_de_provenca]

I'm a Customer Success Manager (CSM) myself. Thank you for raising awareness of our career. I agree with most of what you share, especially with the qualities which would make candidates a successful CSM. You're deeply experienced and knowledgeable. 💥

What I disagree with is generalizing that the CSM role as the sum of Customer Support + Sales. This depends on the organization's individual definition of the CSM role and CSM KPIs and the organization's maturity stage.

In start-ups with limited ressources, CSMs are more likely to have cross-functional responsibilities than in multinational corporations which tend to have dedicated expert teams for each area of expertise.

I for instance, work for one the world's leading software companies as a CSM. As such, I'm in charge of strategic consulting alone. I don't have any sales-related KPIs because leadership wants us CSMs to focus on customer's perceived added value instead of one's commission. Also, answering to support tickets and troubleshooting are done entirely by a separate Customer Support department, not by CSMs. Therefore us CSMs can focus on the larger, strategic and long-term scenario avoiding losing ourselves in fixing bugs and errors.

This clear differentiation helps CSMs focus more on our goals of making or customers successful in the long run. Sales and Customer Support agents are measured by other KPIs performance-wise. So it would just make sense to position the CSM job as one of its own, one that does collaborate with Sales and Customer Support a lot – but it is not the sum of both. This comparison is misleading and might make it different for the CSM career to be positionned as one in its own right.

[iwastubed]

This is such a well-rounded video! Taught me a lot. I have experience in customer service and recently applied for a customer success role thinking it was the same, just different wording. I got a call for an interview so I started looking up. This video taught me all the basics I probably need to know. Thank you.

[disnooga]

This video was what I needed. Very well presented for someone that has no clue of the role. Thank you so much!😊

[constantlypositive]

Great video! I'm actually interviewing for a CSM role in an hour. Had a pretty decent understanding, but this laid it out wonderfully!

[nchr]

Very straight to the point, great video. Thank you! I'm trying to move from almost 10 years of sales/marketing experience to CS - it fits my intrinsic values much more naturally. Wish me luck!

[brianreeddesign]

The most crucial role in the company. Great video!

[LindsayLiving]

Fantastic video! I've watched a few on this role and you shared tips I hadn't heard anywhere else. Thanks so much!

[urpstgw]

This is one of the best videos on this topic. Easy to understand!

[kishankumar-vpbw]

I'm impressed with this information, thankyou and expecting more video from you😀

[elizahawk]

I wanted to say thank you for the video.
And also I cannot avoid mentioning that I couldn't take my eyes off of your eyes. You look very pretty and the make up and hair were so on point!

[kevindrago]

thanks so much hitting my interview tommoro

[BradHackett]

New too customer success. Love your content. Keep it up

[natassjajester]

Thank you for this video! Everything was articulated well and it was smooth and easy going.

[leizlabian]

Awesome Video😍 Watching you while speaking and explaining things in detail is really refreshing. This is the first time that I heard about a Customer Success Manager or Associate, all I know before is just "customer support" 😂😂. Thank you so much for this wonderful content 🥰

[intentionalliving]

This was so good and helpful! The salary I believe it is much higher depending on the industry and state.

[covenantokom]

I just landed a job in customer service today! I can’t wait to get started

[TonyMoze]

Thank you so much for this video, Alisa!

[fidangill]

I have an interview in a couple of hours. Your video was very useful. Thank you. 👋