Most Important Skills for a Customer Success Manager at a Technology Company
For a Customer Success Manager role, excellent communication is paramount, ensuring customer trust and confidence by maintaining consistent contact and clear communication; organizational skills are equally crucial for juggling multiple clients and tracking progress toward their goals, and a strong desire to help others succeed is a key motivator in this demanding but rewarding career, as the interviewee states, "people who love to help… achieve a goal that do really well in this role".
Communication, Organization, Helping Others, Problem-Solving, Relationship Building
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
Industries
Job Functions
Traits
Liz Montgomery
Unemployed - previously Customer Success Manager
2024 Forbes Cloud 100 Technology Company
UC Santa Barbara
N/A
International Relations & Affairs
Technology
Sales and Client Management
None Applicable
Video Highlights
1. Excellent communication skills are crucial for building and maintaining customer trust.
2. Strong organizational abilities are essential for managing multiple clients and keeping track of various details.
3. A genuine desire to help others succeed is a key motivator and contributes to success in this role.
Transcript
What skills are most important for a job like yours?
I would say number one is communication. Having so many customers and so many points of contact, you have to be really on top of being clear in your communication.
Making sure that your customers feel confident in you and your skills is crucial, because a lack of trust is a very quick downfall. People don't trust when they don't hear back from you for days at a time. You will lose the relationship very, very quickly, and that puts the partnership at risk. So, communication is huge.
Along with that is organization. Make sure you know who you're meeting with every day and remember what you talked about in the last conversation. Keep notes on what this particular customer's goals are so you can work with them over time to ensure they are striving towards those goals.
Organization is massive in this role, especially with so many customers. Just keeping everything in line can be difficult.
I don't know if I would consider this a skill, but I think people who succeed in the customer success role are people who love to help. They want to help people achieve whatever goal they set out to achieve. It's the people who feel accomplished by helping someone else achieve a goal that do really well in this role because it's a lot of work.
It's hard and it's tough. It's the people who feel rewarded when they help someone else succeed who do really well in this role. That's such a driving motivator for them and it kind of keeps you going. So, if you're a helper, you will do well in this role for sure.
Advizer Personal Links