Customer Success or Customer Success Management involves increasing the likelihood of customers reaching desired outcomes while using a company’s product or service. A customer success team will prioritise the needs of customers and their goals, with the role of the customer success manager being to ensure they know what the client's wants and needs are.
Customer success managers focus on solving long-term customer needs issues and ensuring they are up to date with their customer base to increase retention rate.
Land a Customer Success Role
Landing a role in customer success does not require any specific educational background; experience is desired more. Demonstrating that you have a history of working in customer-facing roles is vital for helping you land a customer success role. Experience in sales roles, specifically SaaS companies, is also a great addition to your CV.
Education and landing a Customer Success role
If you want to begin a career in customer success, a business degree would be one of the best degrees to aid you, though there are many other routes you can take. If you choose to go down this path, you could obtain a bachelor’s and/or a master’s. Business degrees offer an extensive range of opportunities.
You can gain a business degree through universities, colleges and apprenticeships. It is one of the most accessible degrees available.
How to make your application stand out?
Align your experience on your CV to the skills needed for a Customer Success Manager role, these may include:
Marketing or Communication background
Technical CSM experience
Previous experience in customer success.
You must demonstrate your achievements and that you are skilled in these fields. Go through which achievements are the most appropriate for the position, move those to the top and add one or two additional ones as a talking point.
Be prepared to ace that Interview
Interviews are the final hurdle to landing the job. First, you would need to present an explicit understanding of your CV. As simple as it sounds, having the knowledge shows that you have prepared well and you wouldn’t get caught out, or stumble on challenging questions.
Rehearse some questions with another person in order to be familiar with how you word answers and how you would approach complex or vague questions that might come your way.
Sphere helped Conversant fill several senior difficult to fill business roles that were causing business risk to our group. The team were very professional, clearly understood our business, were easy to work with and quick to work around any set backs to help us fill our roles