Customer Success professionals are responsible for managing long-term relationships with clients to ensure retention and satisfaction. They work closely with clients by walking them through the use of a product, particularly computer software, to address any concerns or issues they might experience. Customer Success is essential to a company's own success.
Whether you're interested in a career in Customer Success or still unsure of what you want to do, we've got you covered. Check out our plans!
Own the entire post-sales experience with customers
Handle product implementation, onboarding, & training
Lead all client communications, from weekly check-ins to executive business reviews
Partner with Business Development to create the proper handoff, renewal, & expansion process
Partner with the Product team to ensure they receive product feedback
Skills You'll Need
Understanding of and ability to track and utilize Customer Success terminology and metrics
Familiarity with Customer Success processes
How to properly and effectively strategize for engagement
Actively follow up and manage customer funnels through established CRM tools, like Salesforce
Familiarity with other tools, like Drift and Gainsight
Data integration and data interpretation
Adept at solving problems that span business and technology
A self-starter with a growth mindset and an appetite for learning, with the ability to receive and implement feedback
Strong relationship-building skills with clients
Top-notch communication skills, both verbal and written, and superior attention to detail
A people person & a problem solver – you love talking to people and getting them excited and when problems arise, you are able to creatively drive a solution forward
Some technical experience – you'll be managing customer support and troubleshooting problems as they come
Ability to stay poised, agile, and solution-oriented in a fast-paced and sometimes ambiguous environment
Industries You'll Work In
The Network You'd Build
Here are a few real-word examples of jobs and people working in this industry right now.