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Transforming Your Career in Customer Success

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This content was presented to a group of Customer Success Professionals at the Customer Success Toronto MeetUp in March 2019.

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Whether you’re a new CSM or experienced in Customer Success, this session is focused on what you need to know to transform your career in CS and why taking a job in Customer Success will be the smartest move of your career! Join us to learn how to craft your own personal plan to success.

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Transforming Your Career in Customer Success

  1. 1. TUESDAY, MARCH 19, 2019 TRANSFORMING YOUR CAREER IN CUSTOMER SUCCESS Andrea Webb Sr. Customer Success Manager LinkedIn Talent Solutions
  2. 2. • About Me / Things You Should Know • Why Customer Success? • Set Your Intention • Tips for Success • Your Mission • Q & A TODAY'S AGENDA WHAT WE'LL COVER
  3. 3. Who is Andrea? • Prior to joining LinkedIn I was a Recruiter for 4 years! • Been a CSM for 4+ years – worked with customers across multiple segments and company sizes. Currently partnered with Staffing. • Part of a small team of facilitators that host New Hire Onboarding for the Global Talent Solutions Customer Success team. • Passion for community and empowering others to achieve their full potential. • Pursuing a Certificate in Adult Learning & Development at OISE at U of T. • I have a rescue cat named Riff. • Just started watching Game of Thrones. Boo Joffrey!
  4. 4. Other things you should know
  5. 5. CUSTOMER SUCCESS
  6. 6. CUSTOMER SUCCESS LANDSCAPE WHY CUSTOMER SUCCESS? • Number 6 on LinkedIn's Most Promising Jobs of 2019 • Career Advancement Score (out of 10): 9 • Top Skills: Customer Relationship Management, Salesforce, Software-as-a-Service, Customer Satisfaction, Cloud Computing • “Customer success is the biggest emerging growth opportunity in business.” – Hubspot • ~193,000 professionals with “Customer Success Manager” title on LinkedIn https://blog.linkedin.com/2019/january/10/linkedins-most-promising-jobs-of-2019 https://blog.hubspot.com/service/customer-success
  7. 7. What is your goal? SET AN INTENTION
  8. 8. IDENTIFY GAPS TO YOUR GOAL. CREATE AN ACTION PLAN. TIPS FOR SUCCESS AS A CSM.
  9. 9. 1) I.P.A. ...No, not the beer INQUISITIVE Ask questions to uncover pain points and understand customer needs. Understanding = providing the right solution. PROACTIVE Practice proactive engagement with customers. Demonstrate value early. Proactive = customer success, reactive – customer support. ADAPTABLE The best CSM's excel in an environment of change. I P A
  10. 10. 2) INVEST IN YOUR INTERNAL RELATIONSHIPS • Customer success is NOT solely the job of the CSM • Sales <-> CSM Relationship is critical • Develop a strong partnership with Product, Customer Marketing and Customer Support • Act as SME for your team, share what you learn, find ways to elevate & recognize your teammates
  11. 11. 3) FOCUS ON YOUR TRUE NORTH • Metrics that matter – Metrics should be an indicator of customer health, actions taken by the CSM should impact these metrics • Listen to your customer and anchor on the success plan - CCP • Focus on what you can control • Document everything
  12. 12. 4) SCALE WITHOUT SACRIFICING EXPERIENCE • Territory Planning & Account Prioritization - ~2100 end users, identify big bets & risk accounts, low touch accounts • Sendbloom
  13. 13. 5) CELEBRATE YOUR CUSTOMERS
  14. 14. 6) BUILD YOUR NETWORK, SHARE & COLLABORATE • Attend CS & Industry Events – Grow your network through live events. Build your brand by presenting or sitting on a panel! • Create an internal CSM Community – Created to foster collaboration and sharing of best practices. • LinkedIn Groups – Nearly 600 Customer Success groups on LinkedIn
  15. 15. 7) Close your skills gap & identify your differentiators Make your intention known • Share your intention & action plan with your manager and mentor(s). Seek opportunities to work on projects to fill any skills gaps. Stay one step ahead • Know what your competitors are up to • Monitor industry trends • Brush up your soft skills & get creative LinkedIn Learning • Extensive online learning library with thousands of videos and professional learning content to help you get where you want to be.
  16. 16. 8) WORDS TO PONDER "Become a master of your current role before looking to advance." MIKE GAMSON
  17. 17. 9) Your mission… Make your intention known • Share your intention with your manager, mentor(s) and trusted members of your network • Identify gaps to achieving your goal and create an action plan Build your network • Speak to at least 2 other CSM’s at this MeetUp • Connect with those 2 people for a future coffee meeting or collaboration opportunity • Where to start with Customer Success • Specialization in Customer Success • Prevent Customer Success from being a silo, and make it part of the culture Access these LinkedIn Learning courses – on us!
  18. 18. Let’s connect! THANK YOU! INSTAGRAM @ay_dub TWITTER @andreawebb1 LINKEDIN linkedin.com/in/andreawebb1

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