What was your background prior to becoming a CSM? What attracted you to customer success?
My background was always focused on customer service but I held roles in sales, restaurants, and real estate, and have been a Nursing Assistant, and Fitness Instructor. I realized that I am passionate about good customer service since people are often rude — I wanted to make sure I was never that rude person.
What is the most rewarding part of your job?Helping customers who find the product complicated or when they have that “aha!” moment as to how our product can really help them get pay right and have more transparent conversations with employees.
Which team (outside of your own) do you work with most closely, and why?
Professional Services, Customer Support and Operations — we all are here to help the customers in a different way but I am the main POC.
What advice would you give someone who is just starting his/her career in customer success?
Be patient in the learning process, never get mad or match a customer’s negative feelings or emotions; your job will be stressful but rewarding — keep your tone calm and celebrate the wins!
In our Ask a CSM series, we’re talking with some of the industry’s leading Customer Success, Education and Training professionals about the ins and outs of their day-to-day. Stay tuned for new Q&As each month!
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