What was your background prior to becoming a CSM? What attracted you to customer success?
I was an industrial engineering major by degree which taught me how to take limited resources and make them fit any given scenario. I began my career in inside sales plus outside field sales for 3 years prior to moving into a customer success capacity (last 7 years).
What attracted you to customer success?
I liked the fact that I could use my sales experience, personality, and passion for technology to create positive experiences plus adoption for my customers. It’s a role that allows me to use a wide variety of skill sets (communication, creativity, thought leadership) to partner with key stakeholders within a company. It’s exhilarating to work with Directors of IT one day and the CIO the next.
What does your typical day look like?
I spend each day working my priority list [prioritizing expansion opportunities, networking, researching industry information, minimizing churn via risk assessments, preparing information for QBR decks, and working directly with customers to increase adoption while resolving issues].
What is the most rewarding part of your job?
Seeing my customers succeed based on information (best practices/inspiration, etc.) I’ve shared with them. I also love the feeling when a customer shares they’ve received superior customer service from myself and my extended team. There’s also a great feeling of accomplishment turning a difficult customer into a champion.
What is the most challenging part of your job?
Deciding how to prioritize my time is the biggest challenge I face since that is a component I cannot control.
Which team (outside of your own) do you work with most closely, and why?
Product Management, Account Executives, Consulting, Customer Support, Marketing.
What advice would you give someone who is just starting his/her career in customer success?
Find out how you will be measured by your company and the customer then prioritize your TIME and EFFORT to meet those goals. In the end, the items you do not get to will have minimal impact. Time is your most precious asset in this role!
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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