Having grown over the last year in a Customer Success role, I recently set out on the hunt for my next position. The field of Customer Success is growing and when looking for my next move I needed to be sure I found the right fit. Here are the 5 things I learned while searching for my next Customer Success role.
1. When does Customer Success start?
It is important to know when the Customer Success team would start; are they brought in on sales calls, once a contract is signed or are they expected to act as long-term support. There are no small roles, however if you are non-technical or have never worked in sales then there are other roles that might be better suited for your strengths. Make sure you have a good understanding of what responsibilities the role entails. This is so you aren’t surprised when you find yourself constantly on the phone answering ‘Forgot Password" requests when you would really like to be talking strategy with clients.
2. What does a Successful Customer look like to your company?
You want to get a better understanding of how you will be making your customers successful and what potential challenges you’ll face in doing so. For example, if the software requires the client to invite users, a successful client may be one who has invited users. The company should know what the ideal client looks like and what their expectations are for their users.
3. How are they measuring their success?
Although the tools a company is currently using to measure success shouldn’t make it or break it, it’s good to know how closely they are measuring success. Are they using predictive analytics to proactively reach out to customers before renewal or are they in the process of finding out what the profile is of someone who is going to churn?
4. Word Matching
This is an important and often overlooked step for those who are new to Customer Success or who have a title that is not ‘Customer Success Representative or Manager’. Companies want to know that you have your finger on the pulse of the industry and when your previous title does not match the title you are applying for, make sure the skills required do. When applying to a job that lists tools you will be using in the description, be sure to reiterate explicitly that you have used those tools. Use Slack and Trello on a daily basis? Add it in, organizations will match your tools with theirs and when they find one match they take the leap that you will be able to be taught by the others.
5. Attend and Participate
Though it might seem redundant and old-fashioned, pounding the pavement and becoming part of the community is the best thing you can do for your career. Besides acquiring industry knowledge and insight, these connections are invaluable.
I mean everyone applies online anyway right? Skip the queue and get right to the source, find out about jobs that haven’t been posted by connecting with people in your industry.
Certainly, there are no guarantees when it comes to finding a cinderella slipper fit. With some proactive communication and an understanding of your expectations, your next position can be the perfect fit, with the right company and team there to support you.
About the Author
Natalie has spent her career delighting customers and creating customer advocates. Natalie began her career in Customer Success as part of the initial Customer Success team at a SaaS Startup and recently joined the Client Success team at Firmex. In her current role, Client Success Consultant, Natalie is responsible for strategizing with existing clients and creating client advocates every step of the way. Passionate about the growth of Customer Success, Customer Experience and puppies she looks forward to continuing to learn as the industry grows.Follow on Twitter More Content by Natalie White