10 things I learned on the job

Building a Customer Success function in a very dynamic, ever moving company, is a challenge on its own. Combine that with managing a growing customer base and a team of CSMs across the globe = an even bigger challenge. Not to forget to add to the mix – we are talking about a startup/scaleup environment where things change at the speed of light. Ring a bell?

Over that time, I feel like my role changed quite a bit as the company changed and grew. Along with that, my responsibilities also grew and changed dramatically. Here’s what I learned from all that:

1. COMMUNICATION: You need to be an excellent, I mean, EXCELLENT, communicator. It is very important for your customers to not misunderstand you in any aspect of your collaboration and that expectations are set correctly. It is also very important that you have the skill to transfer that internally in a way that is not ambiguous.
2. PERSUASION: You will find that your ability to persuade people will often make your life easier – be it in upsell or renewal negotiations, or in convincing your customer to test a new use case, or to do a marketing piece together. Internally, you will very often need this in order to be able to get things done in favor of your customers.
3. TRANSPARENCY: Always speak honestly, both internally and to your customers – no matter if the topic might be painful. You will be surprised how much people actually understand if you explain the situation well, no matter if it might hurt them.
4. MIND YOUR BUSINESS: Never get into internal company politics and power plays. You want to leave an impression of a hard working, skilled and competitive professional that works in the interest of the company. You will not get any higher in the hierarchy, or for that matter, stay long in your job, if you get into politics and power games.
5. SPEAK UP: Whenever you have an idea that you think can be good for the company, do not ever hesitate to say it. This might even go outside the context of your CS role – and that is fine. True leaders think big picture, they see things beyond the here and now, and they are not afraid to bring constructive suggestions to the table.
6. UNDERSTAND THAT YOU HAVE POWER: You are working in the interest of your company but also in the interest of your customers. You might feel like that puts you in an “in between” situation. BUT. That actually gives you power, because only if these two things are in balance, your business will flourish and your customers will stay – and there’s no better positioned person in your company for that than you (i.e., the CS function).
7. LEAVE YOUR EGO AT THE DOORSTEP: Be humble and do not become arrogant as you get appreciation for your achievements. People are more likable and pleasant to their colleagues and superiors when they do not overflow with ego. However, this doesn’t mean you should feel uncomfortable when you get rewarded or recognized for your work. Just smile, be positive, take a word of appreciation, say thanks, and move on with your day.
8. BE READY TO APOLOGIZE: Remember that your customers are humans, too, and that no one expects you or your business/product to be flawless. Do not try to sell them this illusion. When you or your team has made a mistake, an honest apology can go a long way. Just pick up the phone, call your champion, and give them an honest and personal apology. It shows that you really care and definitely helps your relationship grow as compared to pointing fingers and finding excuses.
9. KEEP LEARNING TO STAY RELEVANT: The Customer Success role means you are an eternal student and that actually goes to your advantage. First, it makes your job interesting. Then, you have many different sources to learn from: the industry your company is in, your customers, all your executive contacts, your CS peers from yours and other companies, whitepapers and trend reports, blogs, books, online certification… The job of a CS person is very fluid and dynamic and no company defines it in the same way. This is an advantage as it makes you need to learn more in order to be able to be the thought leader in your market.
10. REPORT UP, MANAGE DOWN: You are expected to be the kind of person in your company that others can easily learn from and put up with. The nature of your role is such that how you report up in your company all the way from your direct manager to your CEO, is of massive importance because you are the messenger of your customers all the way up. While your personality and appearance should be such that you can have meaningful conversations with your superiors, at the same time you should have the poise of being a peer, a colleague, a friend and a manager of your team in a way that motivates people to follow. In other words, you should be a role model.

And, most important of all: on the picture below, imagine a pilot is flying over this pine forest. Which tree stands out the most?

Exactly – the yellow one, the only one that is different than the others. Why? Because it has different characteristics than all the other trees. Imagine that pilot being your boss or your CEO. You get the idea. You truly need to stand out and not be afraid to emphasize your uniqueness and competence. Only that way your work can be noticed, valued and recognized. That’s how you grow a successful career and become a true leader in Customer Success.