Customer Success is a fulfilling and amazing career path. Then again, if you’re reading this blog, you probably already know that.
One thing CSM’s tend to run into frequently is having to explain what they do in order to not be confused with technical support or customer service.
Let me be clear, this post is not to demean or downplay the impact of support and customer service reps. They are valued and needed. If done correctly, Customer Success works hand in hand with these departments.
I recently asked the CS community on LinkedIn what their elevator pitch for Customer Success was. Here were some of my favorites:
“I love that customer success is a healthy balance of everything. Though, it’s proactive versus reactive. Customer Success focuses on predicting problems before they become a problem or mediating escalations. Along with other responsibilities, primarily focusing on 3 key items: Retention, Adoption, and Expansion. Whereas customer support and technical support focus typically in reactive situations that are often break/fix.” – Mike Larsen Gain Grow Retain Community Member
“My team includes customer support and customer success. I try to set expectations up front that customer support is for break/fix, reactive in nature topics. Your CSM is for proactive, consultative, and advocacy type of topics. The two skill sets and teams are complementary and both play a role into the overall perception of your organization to customers.” – Brian Hartley Senior Director, Customer Success at RFP360
“One of my go-to explanations is to use the Sherpa example. People don’t individually or even in a group attempt to climb Mt Everest. They are led by someone who knows the path and while typically not life/death for CS professionals, we are the eyes and ears for customers as they put forth the effort to reach the various milestones in their journey, i.e. base camp (training), next level base camp (adoption/engagement), summit (scale, advocacy), etc.” – Ronni Gaun Enterprise Customer Success Manager at Zoom Video Communications
“I usually compare it to Sales for people. Sales conceptualizes the vision for the customer and closes the sale. CS makes that vision a reality, and keeps/grows that customer’s account over time.” – Ben Winn Community & Events Manager at Catalyst Software
“To put it simply, we are a strategic long-term partner for driving value for every client.” – Diana De Jesus Customer Success Manager at Catalyst Software
And last but not least.. “Customer Success is designed for a more proactive and targeted approach to ensure on-going satisfaction and ROI for all our clients. It allows clients to have a main point of contact throughout their lifecycle. Knowing someone will always be there to help them. Someone who knows their specific needs.” – Me
What’s your elevator pitch?