What a Customer Success Manager at a Tech Company Wishes They Had Known Before Entering the SaaS Industry
The fast-paced and chaotic nature of the Customer Success Manager role at a Forbes Cloud 100 company, with "responsibilities chang[ing] every quarter," significantly impacted the interviewee. This lack of stability, a key takeaway, proved detrimental to their well-being, highlighting a crucial piece of information that would have been valuable to know before entering the industry.
Industry Realities, Workplace Challenges, Career Development, Stress Management, Fast-paced Environments
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Name
Job Title
Company
Undergrad
Grad Programs
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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. The fast-paced and chaotic nature of the Customer Success Manager role is a key aspect to understand before entering the industry. The responsibilities, KPIs, and even the role itself can change frequently.
2. The constant change in a Customer Success Manager role can take a toll, so it's important to assess whether you thrive in such dynamic environments.
3. Gaining a deeper understanding of the level of chaos and change involved in the role would be beneficial before committing to this career path. This would allow individuals to determine if their personality and preferences align with the demands of the job.
Transcript
What have you learned about this role that you wish someone had told you before you entered the industry?
I wish I had known. I've shared many times about the fast-paced environment and the chaos. I wish I had understood that a little more coming into it.
I don't know if it would have changed my career path, but my role, my responsibilities, and my KPIs all changed every quarter. These are things like how many business reviews you're doing or how much you've upsold.
It's a lot, and it's hard to understand until you're in the role. I wish I had had a better understanding of what that was like because the job did take a toll on me towards the end.
I don't personally thrive in chaotic, always-changing environments. I prefer more stability. I wish I had known that.
That's pretty much it. The chaos of it – I didn't really understand the depth of it until I was in the role.
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