How to Get Into Customer Success: Comprehensive Guide for 2024

Introduction

Interested in exploring the possibility of a career in customer success? With over 15 years of experience in the field, hiring and mentoring countless customer success managers (CSMs), I’ve witnessed firsthand the remarkable impact this role can have on both a company and its customer base, and I’ve also personally benefitted from the lucrative salaries, career growth opportunities, and higher levels of career satisfaction. In this guide, I’ll walk you through the steps and skills required to launch you on a successful career path in customer success. Whether you’re a recent graduate or looking to pivot your career, this guide will provide valuable info on how to get into customer success. 

What is Customer Success? 

Customer success is a relatively newer role in business compared to other positions, but it’s become an essential part of the revenue machine, especially in SaaS companies. It’s a role that goes beyond the traditional scope of customer service; it’s about proactively ensuring that customers achieve their desired outcomes while using your company’s products or services. A good customer success manager doesn’t just respond to customer issues; they anticipate them and work strategically to improve the overall customer experience and satisfaction.

This role is multifaceted – it involves a deep understanding of the customer journey, the ability to analyze customer needs and feedback, and the skills to foster strong customer relationships. It’s a unique blend of technical know-how, soft skills like active listening and empathy, and a strategic mindset. If you are someone who gets bored at work easily, customer success can be a great fit for you because you often have the chance to wear many hats. 

How to Get Into Customer Success: First Steps

So, how do you get into customer success? The first step is to understand what the role entails and what skills are required. Typically, a bachelor’s degree in business, communication, or a related field is beneficial, and you’ll see job postings listing it as a requirement but it’s not always mandatory.

Don’t let the fact that you lack the education requirements listed in a job posting discourage you. Just be prepared that you might have to find alternative ways to get noticed since it’s likely you’ll be automatically filtered out if you are applying through a job portal or applicant tracking system.

I personally once hired someone with no degree whose only relevant experience was working at Burger King for three years over a candidate with an MBA. It was clear to me that she had what it takes, was eager to learn, and had certainly already been through the wringer in a very tough customer-facing environment (I knew she would be unflappable against enterprise SaaS clients after working the drive-through in fast food).

It’s one thing having the education and knowing in theory how to do things, but what is more important than education is your passion for helping customers succeed and an eagerness to learn.

Start by gaining customer-facing experience, which could be in roles like sales, support, or account management. This experience will give you a practical understanding of customer needs, communication skills, and how to handle various customer scenarios. Having some experience working in customer-facing roles is worth more to a smart hiring manager than someone with a cookie-cutter educational background who has never interacted with a customer in their life.

Working in one of these roles to start can also be beneficial for the sake of getting your foot in the door and then eventually moving into a CSM position from there as many companies prefer to promote from within when possible, you’ll have had a chance to prove yourself, and you’ll already have a leg up by having gained familiarity with the product and industry the company operates in. 

Essential Skills for Customer Success and How to Build Them

Customer success is more than just understanding the product; it’s about understanding people. The most effective CSMs possess a combination of soft skills and technical knowledge. Here are some key skills to develop:

1. Communication Skills: Effective communication, both verbal and written, is in my opinion, the single most critical skill for Customer Success. You’ll need to explain complex concepts in simple terms and actively listen to customer concerns. I can tell you that the candidates that I weed out almost immediately are the ones with poorly put-together resumes, and those who send me unprofessional emails riddled with typos and grammatical errors. If that’s their best effort when applying for a job it certainly doesn’t bode well for how they will represent the company to our customers. If you know this is an area where you might be lacking, there are more tools than ever to help you. The free version of Grammarly or AI tools can help you correct spelling errors and polish up your writing. There are many courses and resources available to help with improving business communication.
   
2. Interpersonal Skills: Building strong long-term relationships is at the heart of customer success. This requires empathy, patience, and the ability to connect with people on a personal level. Over the course of my career, I’ve become good friends with many of my clients. I know their kids and pets’ names, I’ve had countless client dinners and spent days together at conferences or other business functions. You don’t have to set out to become besties with every client, but you do have to be someone they don’t mind speaking with, and ideally, someone they trust and like. If your customer dreads speaking with you, your interactions are going to be like pulling teeth and they probably aren’t going to give you the heads up when they are experiencing some problem that might lead to them churning.
   
3. Data Analytics: Understanding and interpreting customer data is key to anticipating customer needs and measuring success. Familiarity with data analytics (and I’m sorry to say it, but being comfortable with math) can give you an edge. That said, I believe this is something you can learn on the job. I’ve had plenty of new CS hires who didn’t know the first thing about Excel or business intelligence tools at the start but they were sharp and eager to learn and were able to get up to speed quickly. I’m planning a future post on data analysis basics and resources for learning the most common Excel knowledge you’ll need as a CSM so stay tuned!
   
4. Time Management: This can be a stumbling block for many CSMs just starting out – and sometimes those further along in their career as well! If this is something you are already aware that you struggle with, don’t worry because acknowledging the problem is the first step to overcoming it. There are many great books and resources out there on mastering time management. Look into techniques like calendar blocking or the Pomodoro technique, find something that works for you, and stick with it. The most effective CSMs I’ve encountered in my career are the ones who navigate their calendars and tasks with ease by using time management effectively to manage their days and balance all of their responsibilities. This is one of the skills that can separate a good CSM from a great one.

Salary Expectations for Customer Success Roles

A common question for those considering a career in customer success is, “What kind of salary can I expect?” Now obviously, salaries can vary hugely based on factors like location, company size, and individual experience, but it’s helpful to have a general idea of the earning potential in this field. The example ranges I’ll give here are based on what I am seeing in the United States, so if you are in a different locale you can do a bit of additional research to find out what the common ranges are for your area. 

Entry-Level Positions: As a new customer success manager just starting out, such as in junior or associate roles, salaries typically range from the lower to mid-end of the pay scale. An average salary for entry-level customer success roles can start anywhere from $45,000 to $75,000 annually, depending on the company and location.

Mid-Level Customer Success Managers: With a few years of experience, customer success managers can expect a significant increase in their earning potential. On average, salaries for these positions range from $60,000 to $90,000. In larger companies or high-cost living areas, these figures can be even higher.

Senior Roles and Leadership Positions: For those in senior customer success roles or managerial positions, salaries often range from $90,000 to $180,000 or more. Those who progress to director or executive levels in larger companies or in competitive markets may see salaries that exceed these ranges.

It’s important to look at the other forms of compensation being offered (if any) beyond the base salary when considering a customer success job. Many companies offer bonuses, commission structures, or stock options, particularly in tech and SaaS companies. Benefits such as health insurance, retirement plans, and professional development opportunities also contribute to the overall compensation package.

Commissions in particular can be one of the benefits that makes a Customer Success role such an appealing and lucrative one. It gives you a chance to benefit from the effort you put in. There have been years in my career where my commissions have exceeded my base salary. The last quarterly commission check I received went towards a really good down payment on a new car so don’t underestimate the potential here!

On the other hand, be very wary of companies that are offering a below-market-rate salary but promising that stock options and commissions will make up for it. Commissions are never a guarantee and can oftentimes come down to factors outside of your control. And stock options don’t do much to put money in your bank account today, and who knows if they will amount to anything in the future. 

Remember, salary is just one aspect of a job in customer success. The field offers immense personal and professional satisfaction by allowing you to directly impact customer experience and contribute to the growth and success of a company. As you gain experience and demonstrate your value in customer success, your earning potential and opportunities for advancement will continue to grow. So consider your needs, where you want to be in five years, and what is most important to you right now. 

Navigating the Customer Success Interview Process 

When you’re ready to apply for customer success roles, your next step is getting prepared for the interview process. You’ll likely be asked about your past experience, how you handle customer scenarios, and your understanding of customer success best practices. Demonstrate your knowledge of the customer journey, your problem-solving skills, and your ability to build and maintain customer relationships. Be ready to share specific examples from your previous experience where you positively impacted customer satisfaction and retention.

Expanding Your Knowledge Base 

To excel in a customer success role, you should have a solid understanding of the company’s products and the industry. This includes:

1. Product Knowledge: Gain in-depth knowledge of the products or services your company offers. Understanding every feature and functionality will allow you to assist customers effectively. During your first months on the job, you will need to become a subject matter expert (SME). Your customers are going to expect you to know the product inside and out as well as have at least a basic understanding of their business and the industry that they operate in.
   
2. Industry Acumen: Stay updated with industry trends and best practices. This knowledge can help you anticipate changes in customer needs and preferences. I’ve switched around through a wide range of industries throughout my customer success career, ranging from the medical field to automotive to data storage plus at least half a dozen others. I didn’t start out with a deep knowledge of all of these industries so that has meant that my first weeks on the job have consisted of signing up for newsletters, reading industry journals, attending events, talking to everyone who would talk to me to answer my questions, to get a crash course and get a basic understanding of the lingo, the hot issues that might be keeping my clients up at night,  and the inner workings of the industry. 

Consider enrolling in online courses or attending webinars and workshops to deepen your understanding of customer success principles and the specific industry you’re interested in.

Preparing for the Customer Success Manager Role 

As you prepare to step into a customer success manager role, focus on the following:

1. Understanding Customer Retention: Learn about strategies for customer retention and reducing churn rates. This is a critical metric in customer success.
   
2. Account Management Skills: Develop skills in managing customer accounts effectively, including setting and tracking health scores. Understand your customers’ pain points and how your product can solve them.
   
3. Team Collaboration: Customer success is a team effort. Gain experience working with other departments like sales, product teams, and marketing to provide a cohesive customer experience.

Advanced Skills for a Successful Customer Success Manager  

As you delve deeper into the customer success career path, some advanced skills and competencies can set you apart:

1. Strategic Thinking and Planning: A good customer success manager anticipates customer needs and plans strategies for long-term success. This involves setting achievable goals for customer engagement and success and crafting strategies that align with both the customer’s and the company’s objectives.
   
2. Leadership Skills: As you progress, leadership skills become crucial, especially if you are handling a team. This involves mentoring team members, fostering a collaborative environment, and driving your team toward achieving customer success goals.
   
3. Understanding of Customer Success Metrics: Deep knowledge of key metrics like churn rates, customer lifetime value (CLV), and Net Promoter Score (NPS) is essential. Understanding these metrics helps in making data-driven decisions that enhance customer relationships and retention. Your company may also utilize specialized customer success software that tracks these metrics and more. It is worth your time to master this software. You’ll set yourself apart within your department and someone who took time to understand the tools they use to do their job, it will make your job easier when you aren’t struggling to complete your daily tasks in these programs, and this is a skill you’ll be able to add to your resume and take with you and use to negotiate a higher salary at your next job.

Expanding Your Role within the Organization 

Customer success managers play a vital role within an organization. Here are ways to expand your role:

1. Collaborating with the Sales Team: Work closely with the sales team to ensure a seamless transition of new customers into the onboarding process. This collaboration ensures that customer expectations set during the sales process are met or exceeded.
   
2. Influence Product Development: Use customer feedback to inform and influence product development. By relaying customer needs and feedback to the product team, you can help shape the development of features that directly address customer needs.
   
3. Developing Customer Success Strategies: Create comprehensive customer success strategies that outline the customer journey and define how your team will engage at each stage. This includes detailed plans for onboarding, regular check-ins, handling escalations, and conducting business reviews.

Certifications and Continuous Learning  

In the ever-evolving field of customer success, continuous learning is key. Consider pursuing certifications and further education in areas related to customer success. Certifications in customer relationship management, data analytics, and even project management can be incredibly beneficial. Additionally, keep up with industry blogs, podcasts, and webinars to stay informed about the latest trends and best practices in customer success. You’ll be a hero when you bring new ideas and strategies to the table that result in happier customers and increased revenue.

Regular participation in professional development courses or workshops can also enhance your skills and knowledge. Look for opportunities offered by professional organizations or industry groups focused on customer success and account management.

Building a Network in Customer Success  

Networking is a powerful tool in any career, and customer success is no exception. Building a network of professionals can provide support, mentorship, and opportunities for career growth. Attend industry conferences, join customer success groups on LinkedIn, and participate in local meetups and forums.

Networking can also open doors to new job opportunities or collaborations. Many jobs in customer success are filled through referrals or network connections. Establishing a strong professional network ensures you’re well-positioned to take advantage of these opportunities.

In the tech industry in particular, the network you build can have a massive impact on your success and potential earnings. After I had my first few work experiences under my belt, the majority of subsequent opportunities that presented themselves were a direct result of my network and either being referred for an open position or someone I had worked with previously going on to found their own startup and giving me a call when they were prepared to make their first customer success hire. 

Preparing for Long-Term Career Growth 

Customer success is a field with ample opportunities for long-term career growth. As you gain experience, you may find opportunities to move into leadership roles such as a senior customer success manager, head of customer success, or even chief customer officer. These roles involve strategic planning, team management, and a broader influence on company policy and customer engagement strategies.

Consider setting long-term career goals and create a plan to achieve them. This might involve pursuing additional qualifications or selecting an area of specialization such as customer onboarding and education or revenue growth. Remember, a career in customer success is not just about handling day-to-day customer interactions; it’s about shaping the customer journey and contributing to the company’s growth and success.

Conclusion 

Embarking on a career in customer success is a journey full of opportunities for learning, growth, and making a real impact on both customers and the business. By developing a strong foundation of skills, seeking continuous learning, and expanding your role within an organization, you can grow from a customer success manager to a leader in this dynamic field.

Remember, the heart of customer success lies in genuine care for the customer’s journey and experience with your company’s products or services. With dedication, strategic thinking, and a customer-centric approach, you can build a rewarding career in customer success that not only benefits your personal growth but also drives the success of the business.