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First Customer Success Job: Your Ultimate Guide
Are you starting out your career in the tech industry?
If so, I wrote this guide for you.
Customer Success: A Great Opportunity
Your first job right after college is super exciting.
You’re fresh and eager to start in tech.
But the journey can be tough, especially if it's in Customer Success (CS).
It’s the bridge between customers and the company.
Customer Success Managers (CSM) ensure that customers get the most out of the company’s products and services.
So, how are you going to succeed in this role?
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Know Your Product’s In And Outs
this is a must.
You've got to know your company's product, what it’s for, and how it solves customer pain points.
You need to be like the person everyone turns to for guidance.
It’s simple logic.
The more you know about the product, the better you can help your customers.
It’s a massive responsibility.
Earning trust with your customers is fundamental.
I love comparing the relationship to having a bank account.
You make "deposits" by helping them succeed, supporting their needs, and keeping your promises.
When issues pop up, you might need to make "withdrawals."
Your customers count on you.
Communication is Super Important
Never underestimate the power of great communication.
Keep your manager in the loop so nothing catches them off guard.
Surprises aren't your friends in Customer Success.
Regular updates help you stay on top of things.
Also, communicate well with your customers.
Learn how they like to talk – whether it's through email, phone calls, or messages within the product.
Strong relationships are built on personalized, and great communication.
Keep Learning and Adapting
Customer Success is about understanding what success means to your customers.
You need to understand their goals.
And help them reach those goals using the company’s products or services.
As you work with more customers over time, you'll become an expert in your field.
Use that knowledge to challenge your customers' thinking when it makes sense.
Stay Organized and Set Priorities
Use tools like the Eisenhower Decision Matrix to figure out what's important and what's urgent.
Make sure you have regular meetings with key people to keep communications consistent.
It's always easier to reschedule a meeting than to chase someone down for one.
Build Strong Relationships
In Customer Success, relationships are everything.
Keep good records of your interactions with customers in your company's system.
Remember not just what they say but how they like to discuss topics.
Also, note down a few personal things about them.
It will help you build more empathy.
The rule is simple:
The more you know them, the stronger your relationships become.
Learn from Churn
Managing retention is part of Customer Success.
You can't keep every customer loyal to your company.
Some of them will leave for many different reasons.
And that's okay.
What's important is learning from these situations.
Figure out why customers leave and use that information to get better at what you do.
“Love The CS Cafe! It’s my source of inspiration.”
—Shannon, Premium subscriber.
Lean on Your Peers
Your colleagues in the same industry as you know the challenges specific to your field.
Ask for their insights and help.
Networking and working together can provide valuable lessons and support along the way.
Diversify Your Skills
As you think about your career in Customer Success, you might wonder if you should try other jobs like Business Development or Sales.
Expanding your skills can be helpful.
But make sure you don't take on too much.
Your main job in Customer Success should still be your main focus.
Getting into Customer Success
If you're looking to break into Customer Success, think about your background.
Some people in Customer Success started out in roles like customer support or customer relations.
Having a degree in a related field can help.
But it's not the only way in.
If you've worked in business development, marketing, or account management, that experience can be a big plus.
And That’s It
Customer Success is a dynamic field where your success is measured not just in numbers, but in the value you bring to your customers.
My key advice to you is to embrace the challenges and keep developing your skills.
Customer Success starts with your own success, first.
Come on, you’ve got this!
P.S. Read this book to go deeper and learn what it takes to become a rockstar CSM.
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