Companies make thousands of decisions about how they will build software every day that can have cascading impacts.

These can impact things like

-Medical research

-Political polls and marketing

-Healthcare

-Access to capital which impacts housing, education, and entrepreneurship

-Hiring

Many of these decisions are filtered through the lens of the CSM and how they interpret and prioritize customer feedback.

KPIs must have clear attribution to address their core business objective, all other metrics are just noise.

Founders who embrace Customer Success earlier, with a stronger voice in sales strategy could unlock a secret weapon to turn the tide in 2024.

The grass isn’t always greener on the other side. Create a win-back playbook to reactivate churned revenue or leave money on the table.

Most companies find by hiring a part-time resource, they save ~$100k vs. the cost of hiring a similar resource full-time over the course of a year.

Early-stage companies rarely have internal leaders with Customer Success experience and lack the bandwidth to focus on this critical area.

Digital CS is hot now, but it’s not new. In 2013…

it’s helpful to consider the headlines with more context. The SaaS industry is still projected to grow 17% in 2023, with double-digit annual increases predicted into the foreseeable future.

All the layoffs leaving you scratching your head? A CSM is still a great career choice, here is why.

For Customer Success compensation can vary a lot based on the scope of work/ value to the company. This generally is measured by the book of business you are responsible for and

Many career transitioners have highly transferable skills, but getting your foot in the door proves to be a huge challenge. It can be hard to even have your resume seen by an actual human, let alone one that will recognize transferable skills that may not fit their preconceived notions. If you’ve been applying but it feels like you aren’t getting anywhere, you might be facing these challenges without even knowing it.

Don’t let the name confuse you, Customer Success is not a Customer Service /tech support/ call-center job. So what is it? Companies of all types use technology powered by software to get business done.

The hours in your day already feel so full, it can be daunting to consider adding more. However, when you dread going to work each day, it’s important to get out of the rut and onto a better path. Bootcamps that are structured around mid-career professionals can help you do that without foregoing your salary and benefits while you make the transition.

You may not fit the mold of those doing the job you aspire to have, or the job you’re doing. Thank goodness! Being different doesn’t make you an imposter. It gives you big advantages, as long as you embrace your diverse viewpoint. Take a seat at the table and let your voice be heard.

‘We’ve decided to go with another candidate.’ You made it through the gauntlet and in the final round didn’t get the job. Don’t lose out on this too!

First, sorry that’s a bummer! Second, when life gives you lemons these are my tips to make lemonade

Don’t try to avoid answering the question. For the hiring team this question is a key qualification for you to move forward in the interview process.

I’ve hired hundreds of Customer Success Managers in my leadership roles from start-ups to some of the world’s biggest companies. Only a handful of candidates did not try to negotiate their salary. That was a huge red-flag!

There is a high likelihood that a decision maker is going to see your LInkedIn photo, and it’s typically before they see you. Don’t make the wrong first impression.

Technology loves Murphy’s law so plan ahead.

*Check your wifi speed and plug in your laptop about 30 minutes before your scheduled appointment. Leave yourself time to reset your router or go to a Starbucks if the technology gods are conspiring against you. If you wait till just before the call and something goes wrong, you’ll be frazzled and it will show.

*If it’s a video service you’ve never used before, leave extra time to download and install if needed.