What was your background prior to becoming a CSM? What attracted you to customer success?
Throughout high school, college, and starting my professional career I have always been in customer facing roles. I started off working in clothing stores and then my first job out of college was as an account manager. I have always thrived on customer interaction, which is why I continue to stay in customer facing roles.
What is the most rewarding part of your job?
This one is easy – Building personal relationships with my clients! I find it so interesting to learn about the people you are interacting with on a weekly or monthly basis. You will eventually build up a relationship where you can start sending thoughtful gifts, like an electronic Starbucks card after their first day back from vacation, or flowers after a big project.
Which team (outside of your own) do you work with most closely, and why?
I work most closely with our support team. When clients have questions that I cannot answer they are the team I direct my clients to. It is nice having this extra layer of support to ensure clients always get their questions answered in a timely manner.
What advice would you give someone who is just starting his/her career in customer success?
Every CSM / AM job I’ve had, I have always had to stay extremely organized! You will always be pulled in multiple ways by getting asks from other teams, tasks you are responsible for completing, and clients needing something urgently. Having a systematic way to ensure you can complete all of these will make your life a lot easier!
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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