Customer Success: A good career for you? Interview + Salary

An Agenda of what we will cover:

1. What is Customer Success (CS)?

2. Why is it important?

3. What is it not?

4. Where did CS come from?

5. The main mission of CS

6. Terminology you need to know

7. The Pillars of CS

8. Customer Segmentation

9. How to lead customer conversations

10. Career Path

    1. Salary/Pay

    2. Is CS a good career for you?

    3. Entry Level Roles

    4. How to Transition into a CS role

    5. Interview Questions and How to Answer Them

Know the definition:
CS = CX + CO

Customer Success =   Customer Experience + Customer Outcomes

Customer success helps companies increase:

• Revenue

• Retention

• Loyalty

It's not customer support. You'll learn the differences between customer support and customer success. Customer Success is here to make an organization money (revenue), and not be a cost center like customer support. That's why organizations outsource customer support to different countries to save cost. However, it ends up hurting them if the customer support is poor.

All the way from traditional account management with multi year agreements into the SaaS based world where a customer can drop (churn) at anytime.

As soon as you add a customer success department, a company can expect to increase revenue, and decrease churn. Byproducts are loyalty, and satisfaction.

No one is teaching this. Learn this. Understand this. And implement this in the day to day when you talk to customers and you will be the best customer success manager a company has ever seen.

Not every customer is "important" enough for an organization to get a customer success manager. Some companies have automated onboarding and a customer support e-mail for customers who aren't moving the needle on the company's bottom line.

Customers are also segmented into Enterprise, Mid-Market/Strategic, or SMB (Small to Medium). Your role in customer success may be segmented into one of these tiers as well. The most experienced CSMs are usually working within the Enterprise segment as this is where customers really move the revenue needle, and their dropping would mean immense harm to a company's bottom line.

Follow the GROW model when leading any customer conversation, especially when you must sell a solution to them.

Find out their GOAL, their NEED, their PROBLEM, and then solve the problem by suggesting one of your company's solutions in this manner.