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Q: What guidance would you offer for making a smooth transition from a customer support specialist position to a customer success role within a SaaS company?
If you are interested in moving from a Technical Support role to a Customer Success role the most important thing to understand is how the two roles differ in your organization. Once you have a good handle on how the roles differ make sure to understand what skills are required (hard and soft skills) to be successful as a Customer Success professional in your organization. Once you’ve got a good handle on the internal nuances here are a few steps you can take to better prepare you for your role as a Customer Success Professional:
If your company is allowing you to move from a Technical Support role to a Customer Success role they know what your experiences are and they know what areas you’ll need to work on. They believe you are capable of doing the job which is already half the battle.
Q: After a long career in niche Account Management I moved to Customer Success and really like it here. What are some ways to grow CS into a career rather than just a job? What career paths exist within CS independently of the company I work for?
Welcome to the wonderful world of Customer Success. I'm thrilled to hear you’re enjoying it and looking to build a career. There are a few things you can do to advance yourself professionally both inside your organization and outside for long-term success.
There are a ton of things you can do to forge your career path, but start by learning more about all of the potential options and determine which feels the most aligned to what you want to do professionally.
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Q: My manager and VP of CS are not allowing me to join in on any projects or creative sessions for the reason that I am the Enterprise CSM and my main focus needs to be my accounts. I've also been told that any continued education needs to be vetted out by me as they don't provide that. They are a scale-up and often say "We're doing this for the first time, so I don't know how to help you". It's not conducive to growth and development, but the job market is so tough right now. Looking for some guidance on how to navigate through this. Thank you!
I’m sorry to hear you are navigating a tough situation in your current role, but I have good news for you … YOU own your personal and professional development. Very few organizations I’ve ever worked for had the funds or formal programs to invest in my growth and development and in fact I’d go as far as to say many (not all) of my leaders failed to lead by example, so growth always felt limited, until I realized that I was in control of my own growth.
The Customer Success community is the most engaging community and there are thousands of people who are actively trying to help others by sharing experiences and content through a multitude of channels. If you want to grow more do the following:
If you feel that things are really unbearable then I recommend you start your search. You’ll eventually find the right role and things might work out. Just remember make sure you are running to something, not from something.
Explore the transformative power of storytelling in customer success. Discover how narratives can elevate your business strategies and create deeper connections with your audience.
Tracing the path to CS leadership, uncovering essential skills and strategies, and exploring the day-to-day of a CCO – delve into these key insights in this edition of Dear Insider.