So you want to be a Customer Success Manager…
Becoming a customer success manager can be a rewarding and exciting career path for individuals with a passion for problem-solving, working on the client-side, and being part of an ever-changing product. In this article, I will outline some strategies on how you can learn skills to become a customer success manager.
Gain Experience in Customer Service: Customer service experience is a critical foundation for becoming a customer success manager. As a customer service representative, you learn how to communicate with customers, understand their needs, and solve their problems. You can work in a retail or service-oriented industry to get experience in customer service, and it’s a great way to get experience at the entry-level.
Learn about the Product or Service: Understanding the product or service you're supporting is essential to being a successful customer success manager. Familiarize yourself with the tech industry and the products or services you want to work with. Learn about the features, benefits, and how they solve the customer's pain points.
Develop Soft Skills: To be a successful customer success manager, you must have excellent communication, active listening, and empathy skills. Work on developing your soft skills, such as conflict resolution, negotiation, and problem-solving. You can practice by volunteering for customer service opportunities, attending public speaking events or joining a debate club.
Educate Yourself on Customer Success: Learn about the latest trends and best practices in customer success management. Read industry publications, books, and blogs (like this!). You can also attend conferences and events to network with professionals and learn new strategies. There’s plenty of free online source materials.
Obtain Certifications: Certifications show that you have expertise in customer success management. The Customer Success Association offers several certifications, including Certified Customer Success Manager (CCSM) and Certified Customer Success Professional (CCSP). Obtaining a certification demonstrates your knowledge and expertise in customer success management. However, sometimes the best type of skilled training you can acquire are technical product management skills. Being able to understand the more technical side, or even some basic coding can be invaluable even if you don’t plan to become an engineer or product manager.
Seek Mentors: Find mentors who have experience in the tech industry, particularly in customer success management. They can provide insights on how to navigate the industry and share their experiences. Mentors can also help you develop your skills and give you feedback on your progress.
