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The Customer Success Project
United States
Registrace 16. 10. 2020
Upskilling Customer Success Professionals Everywhere. Gain the skills, knowledge, and confidence to succeed in CS: 0% theories, 100% actionable insights.
6 Hard Truths About Success Plans In Customer Success
Success Plans help Customer Success teams drive value, align with their customers, and achieve goals. But they're also incredibly challenging for many reasons - most of them don't work.
By resetting our expectations with success plans, we can manage them more effectively.
Here's a quick video on 6 things we need to know about success plans that will help us make them stick in the long term.
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if you enjoyed this video, you should subscribe to the Evolve newsletter: dianadejesus.substack.com/
For CSMs looking for coaching: www.thecustomersuccessproject.com/csmcoaching
For CS teams looking for training: www.thecustomersuccessproject.com/teamtraining
By resetting our expectations with success plans, we can manage them more effectively.
Here's a quick video on 6 things we need to know about success plans that will help us make them stick in the long term.
---
if you enjoyed this video, you should subscribe to the Evolve newsletter: dianadejesus.substack.com/
For CSMs looking for coaching: www.thecustomersuccessproject.com/csmcoaching
For CS teams looking for training: www.thecustomersuccessproject.com/teamtraining
zhlédnutí: 728
Video
How To Do The Customer Success Manager Interview Task Presentation
zhlédnutí 10KPřed rokem
How To Do The Customer Success Manager Interview Task Presentation
Writing a Customer Success Resume in 2023: Work efficiently, leverage AI and LAND your next CS role
zhlédnutí 4,5KPřed rokem
Writing a Customer Success Resume in 2023: Work efficiently, leverage AI and LAND your next CS role
"Tell Me About Yourself" How To Answer This Question On Interviews
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What Is SaaS Experience For Customer Success Jobs?
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Transferable skills to land you a Customer Success job
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How To Use LinkedIn To Find Customer Success Jobs
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5 Tips on the Customer Success Manager Interview Task
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How to Answer Customer Success Manager Interview Questions (with examples!)
zhlédnutí 72KPřed 2 lety
How to Answer Customer Success Manager Interview Questions (with examples!)
7 Resume Tips for Customer Success Manager Jobs
zhlédnutí 10KPřed 2 lety
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Customer Success Certification and Courses, Do You Need Them To Get a Job?
zhlédnutí 13KPřed 2 lety
Customer Success Certification and Courses, Do You Need Them To Get a Job?
What's The Customer Success Manager Interview Process Like?
zhlédnutí 32KPřed 3 lety
What's The Customer Success Manager Interview Process Like?
What's the difference between Customer Success and Customer Support?
zhlédnutí 22KPřed 3 lety
What's the difference between Customer Success and Customer Support?
Day in the life of a Customer Success Manager
zhlédnutí 36KPřed 3 lety
Day in the life of a Customer Success Manager
I thought it was Command Sargent Major
This is very helpful information 🙌🏿 Thank you !
You should share more of the tools used for work as a customer Success
What work tools will be required to work with as a customer Success Manager.
🎯 Key points for quick navigation: 00:00 *Understand the difference between soft skills (like empathy and problem-solving) and technical skills (such as data analytics and tool proficiency) crucial for customer success roles.* 01:22 *Review job descriptions for customer success roles to align your skills and experiences with what employers are seeking.* 02:05 *Break down your skills into specific stories that demonstrate problem-solving and other relevant abilities in the context of customer success.* 03:41 *Research unfamiliar terms and jargon related to customer success to better understand job requirements and responsibilities.* 05:32 *Craft specific stories from your past roles (e.g., teaching) that illustrate your ability to understand and meet customer needs.* 07:12 *Prepare specific examples for common interview questions related to problem-solving, teamwork, and challenging customer interactions in customer success roles.* Made with HARPA AI
I’ve interviewed 4 times as a CSA with the same company. I’ve spent the last 9 years implementing software solutions to some of the biggest Northern American companies. I’ve seen growth. I’ve been in the trenches with some since day 1. Each time I’ve gotten rejected it’s been a different excuse. It’s frustrating as I don’t know what I’m doing wrong with my current role or saying in a 30 minute interview.
waiting for the examples......NONE!
Thank you for sharing! I'll be having an interview later, I'll go back here for the positive outcome. 🎉
Facts!
I went through SV academy and they help me to get a job in customer success
i'm one week into the ramp period now and there is SO much to learn! I'm having a great time though!
How would you suggest going about improving presentation skills?
I keep getting rejected and I have manager skills and a masters in education. What am I doing wrong?
The link is broken for Open Book of Customer Success.
I started in support, moved into QA and finally into Compliance before being laid off. I'm applying for CSM roles now. Love your content, wish me luck!
Great video, do you have anything more detailed about the leadership call?
Thanks for the helpful videos. Even after almost 5 years as a CSM, I still encounter challenges.
This helped me get my current job ❤
Spot on! 90% putting out fires 10% actual CSM work!
Is this the same as a customer service manager?
I am watching this video two years later and it's so helpful. Thank you!
Thanks. Needed to hear that. I don't like people but I am really good with problem solving. confused..
very nice totally true
Soft skills are so useful in this field and many customer-focused roles. The great news is soft skills are trainable skills that anyone can learn.
Well put, appreciate this analogy.
is Customer success and customer success manager the same thing?
That’s still a better customer than the one who replied “a call wouldn’t be required, just drop me an email”
Why does it sound like its me😅
And then a follow up email with google drive link but you forgot to mark it “Anyone with the link”
By customer success do you mean post sales support or account manager?
thank you for existing :) Im coming from a Saas company and customer support (team lead, manager). now im supposed to interview for customer success in an awesome start up saas company next week. Wish me luck!
amazing, you deserve way more likes and subscribers
Hey? I’m new to this, downloaded the app, found Evolved ( I hope it’s a right one) subscribed. How can I reach this newsletter now?
Thank you!!! I really appreciate you for taking your time to do this. ❤🎉
We don't have the answers sway! We just know how to get to the right answers at the right time!
are you also in Salesforce
This is good game right here!
Hi Diana! I've been going through your content and find it so relatable! Thank you for sharing your expertise. I'd love your take on a new trend I've come across 2x in my job search journey: the video prescreen. I just finished a 6 question video session followed by a "mini games" session that included math, puzzles and memory. It felt a bit impersonal and unsettling (given the "human" aspect of a CSM role) and I was wondering if this was a new norm now?
Additional context: The questions start with a video of someone asking something like: 'Tell us about a time you opposed strongly with the views of either a customer or a coworker if you felt it would hurt the company. Explain the situation, how you handled it and the outcome.' The screen transitions to the same question in writing with a 60 sec countdown to form your response. You're given 3 minutes to record the response, and have 1 do-over opp. if needed.
@Ladivaplavalaguna Hey! Any update on your progress or experience thus far on your CS journey? Thanks!
@Gordon.Collins I'm still searching for the right opp. but am holding out applying to companies that are mature or beyond the start-up phase. The latest few opportunities I've looked at have included their interview process, but they seem a bit lengthy, where they have 7 steps in their process, and 5 of those 7 were interviews with Prescreener, Director of CSM, Lead CSM, actual CSM's and Head of CSM... I know it's a coveted position, but with 5 interviews, there's no sense of how long that process plays out. I might be under the impression that they're weeding out the serious applicants. Another listed hour long back to back interviews with individual CSM team members and Team Lead. I don't love the experience so far, but I'm also being more discerning, so it's going to take me longer to find the right company fit for me. Are you also on the hunt for a new CSM role or considering this path?
@@Ladivaplavalaguna I appreciate the engagement and feedback with your experience, thank you!! Yes! I'm have transferable skills with a 10+ years Sales background with CS experience, I just had another job title but it was the same. I'm looking to transition into the "presales" ( Sales Engineering ) or "post sales" process, hence CSM. In this economy, if your going to transition into a industry/job role, I think it's wise to show how you can add value to a company by keeping the book of business they already have and upselling to increase monthly recurring revenue! 💯 Sales in the majority of all industries across the board are down right now. Companies / Business owners are looking to maximize their current budgets and get as much value as possible by decreasing churnband increasing MRR! In my humble opinion, CSM / Account Managers are one of the best roles to fulfill in this economy. So kudos to you for investing the necessary time to find the "right company" for YOU! I am definitely doing the same! Thank you for the insight of what you've experienced thus far as well, very valuable! 💪🏾 I would never tell you "good luck" because I would perceive that as disrespectful because you're putting in alot of work to make this happen for yourself. Instead, I will tell you I sincerely wish you the best!! 😊 Let's Get it! 💪🏾
@Gordon.Collins I also appreciate the engagement and share around the same previous sales experience as you, so definitely CSM and related roles are most definitely within your skillset/wheelhouse. I agree on many levels with your statement on getting the most out of an already established customer base, but I also love working on new activations and getting them excited for what's to come, building the relationship and gaining continuous trust. It can be very personally rewarding. I'd greatly appreciate any peculiarum you've also found along your journey. I'm about 1.5 months into my search. In the past, I'd see some traction by now with responses to my applications, but consider it a bit early into my journey by being pickier. This might be due to the significant strength of AI this year or because of economic conditions, which are telling more companies to do more with less and may have some effect on job placements. I do hope that our search is met with high and successful returns and wish you all the best on this road of great intention, which matters more than luck ever will! Can't wait to exchange success stories! 🙌 LET'S GOOOO!!!
I love Diana!!!
Thank you!
Hi Diana , A great video and thanks for sharing your experience and day on how it looks like in Customer success roles I am in transition phase and pivoting towards Customer success from customer support , Could you please let me know if technical skills are crucial in Customer success role ? or should we be a subject matter expert ?
I AM DOING THE SAME, CAN WE CONNECT TODISCUSS ABOUT THIS PROFILE??
Are customer success managers, associates, and specialists all different skill based levels of Customer Success?
I get nervous during presentations so I write a script for my presentation. Especially for the really big ones, I write it all down so that I don't have to think, I just have to read. I always end up a sweaty mess but I'm ok with that as long as I'm not blubbering as well.
What area in Customer Success would you recommend someone just looking for work in this? I am trying to leave the classroom and the typical route is to go towards Ed Tech but I believe it is saturated right now as far as "breaking into it." Is there another area for entry? What route within this niche did you enter?
The employers give you time to do all this on your interview at their computer or a computer you bring?
Do you work remote? What is your daily shift?
Thanks for the breakdown in detail of what the position involves. It does sound like a vast position, not limited to just the clients.
There are a few courses for this online with a time frame. I will check yours. I just don't want to pay anyone if I can figure this out on my own and save time. I am a teacher that is looking to leave the classroom to get into Customer Success.
That's because CS is actually a useless role without having an incentive to upsell. I've been a CSM for years and most people get into this role because it's easy as fuck and requires no hard skills lol
😂😂😂