If you are interested in how to become a customer success manager who is effective and successful, this guide will show you how to become a customer success manager without any stress. After working in sales for many years, I transitioned into the role of a CSM. The job is much more relaxed than being a sales rep, and I enjoy the collaborative nature of my position. As a CSM, my primary objective is to ensure that my customers are satisfied. I work alongside our sales team to find areas that need improvement and to make sure that we are meeting the needs of our clients. I also provide training to new hires so that they are successful.
What Is a Customer Success Manager?
A Customer Success Manager (CSM) is a type of sales representative whose job is to ensure that their customers are satisfied with their product. They do this by leading a team of people who reach out to potential new customers and convert them into paying customers.
Customer Success Managers are responsible for overseeing the entire customer journey, from initial contact to final purchase. They are in charge of keeping the customer happy, and must communicate effectively with customers in order to do so.
To excel at this sales rep position, you’ll require strong communication skills, as well as the ability to build rapport with customers.
What does it take to be a CSM?
As a customer success manager, you’re responsible for ensuring that new customers integrate smoothly with your company, that existing customers are satisfied, and that customers are aware of any opportunities to up-sell.
As a CSM, you will build relationships with your customers by handling their feedback and requests after their first sale. To be a successful CSM, you should have a firm understanding of Agile and Scrum, as well as the sales, product, and pricing models.
Using tools like API Metrics, CSMs are able to track the customer journey and make adjustments as needed.
How to become a Customer Success Manager
First, you’ll need to get a Bachelor’s degree in communications, marketing, or a similar field.
To be successful, you will need some experience dealing with customers and clients. This can be obtained by completing your on the job training. Other useful skills include proficiency with Microsoft Word, Microsoft Excel, and other computer programs.
Working as a customer success manager
After you’ve gained some experience, you can move into different roles in sales, such as in product or in sales.
Below are some of the most common career options for a CSM.
Chief Customer Officer
As chief customer experience officer, you play an important role in leading the customer services team and making decisions based on customer feedback and data. You will be responsible for ensuring customer satisfaction and that customers continue to stay loyal to your company. In order to succeed, you need to have strong analytical skills.
According to PayScale, the average annual salary for a CCO is $172,529.
Customer Success Leader
A customer success leader is the person in charge of overseeing the other customer service employees. They use this knowledge of customers and products to effectively manage their department.
Customer Success Managers make an average of $114,974 a year according to salary information site, GlassDoor.
Customer Success Director
As a Customer Success Director, you will be responsible for managing the customer experience and satisfaction. This will include collaborating with various departments within the organization, such as Sales, to ensure customer satisfaction. You must also be an expert in your market in order to discover new opportunities for growth.
They focus on generating new sales, improving marketing efforts, and fostering business relationships.
Customer Success Directors earn an average of $101,857 a year.
How do you go about highlighting your soft-skills on a Customer-Success-Manager’s (CSM) CV?
When listing your soft skill on a CSM’s resume, it is best to focus on those listed within the job post. That said, it is also important to highlight other skills that you have that may not have been mentioned in the description. Doing this will allow you to create a more well-rounded picture.
When it comes to describing your leadership qualities, always use action verbs. These types of words are more effective than other forms of language.
Why Become A CSM In 2021?
Becoming a customer success manager in 2021 has many benefits. Below we will list some of the reasons why this is a great career choice.
Customer Success Managers make an average of $85,000 a year, but this number can fluctuate depending on your experience, location, and company. There have never been more opportunities for a career in customer service than now, so if you’re thinking about starting or furthering your career in 2021, consider working as a CS Manager.
The career progress for a customer success specialist
The Bureau of Labor Statistics projects that there will be about 8% job growth for Customer Success Specialists.
The demand for customer success specialists will continue to rise as more and more companies adopt a certain business model. By pursuing this career, your value to the company will increase greatly and very quickly.
A career as a telemarketer will increase your value as an employee at your company rapidly and at an exponential level.
As more companies hire or appoint a Chief Customer Officer, more will be looking for specialists who can manage other customer success professionals.
This would create new job positions such as; a director of customer support, or a team leader of support.
As in any industry, the higher up you are, the more specialized your knowledge.
A career working in customer service can lead to many exciting opportunities. Having good communication skills and an understanding of the company can help prepare you for a management position. Working in customer support can also lead to a role as the CEO.
As a CS manager, you don’t need to be a techie, but having a sales or customer success background is more useful than having a technical one.
The Most Effective Customer Success Management Certification
Having customer success management certificates on your resume is important.
Customer success managers are tasked with managing customer relationships. They combine the skills of product, sales and customer support to do this.
Earning a certification shows employers your skills and knowledge. Here, we list some of the most valued certificates for customer success managers.
PracticalCSM Certified Customer Success Management Professional (CCSMP) Customer Success Certification
The Customer Success Manager Professional Certification (CCSP) is for professionals looking to advance their career in a customer-facing role. This comprehensive course will cover the basics of customer service to more advanced consulting and coaching skills.
The CSM program is designed to teach you the practical framework behind managing your relationships with customers.
Cisco Customer Success Manager Certification
If you’re looking to get Cisco CSM certified and learn the key frameworks for customer success, this course is for you. You’ll cover topics like adoption barriers, solution integration, customer data analytics, and sales opportunities. After completing the course, you should be well prepared to take and pass the DTCSM exam.
The Success League CSM Training Certification Program
The 15 course certification from Thesuccessleague.com covers all you need to know to become an expert, in-demand, and successful customer success Manager.
How to ace your CS manager job interview
Once you’ve completed your education, it’s time to start looking for a job as a Customer Success Manager.
You can prepare by learning about the customer and industry of the customer company. This will enable you to answer questions about what you can do to help the business.
Is being a Customer Success Manager stressful?
There is no clear answer for this question as it depends on the individual, the company, and the role. In general, however, Customer Success Managers may be under a lot of pressure to ensure customer satisfaction and positive outcomes. This can be stressful, but can also be rewarding when you see your customers achieve success.
If you’re interested in how to become a customer success manager, this guide has shown you how to become one without any stress. Customer success managers play an important role in ensuring that customers are satisfied with a product or service. If you have good people skills and enjoy working with others, then this may be the perfect career for you.
Need Help Automating Your Sales Prospecting Process?
LeadFuze gives you all the data you need to find ideal leads, including full contact information.
Go through a variety of filters to zero in on the leads you want to reach. This is crazy specific, but you could find all the people that match the following:
- A company in the Financial Services or Banking industry
- Who have more than 10 employees
- That spend money on Adwords
- Who use Hubspot
- Who currently have job openings for marketing help
- With the role of HR Manager
- That has only been in this role for less than 1 year
Want to help contribute to future articles? Have data-backed and tactical advice to share? I’d love to hear from you!
We have over 60,000 monthly readers that would love to see it! Contact us and let's discuss your ideas!