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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.

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.

Published in: Career
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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
  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
  7. 7. What is your goal? SET AN INTENTION
  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
  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