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23 November 2023 10 min read


HOW TO GET HIRED IN CUSTOMER SUCCESS

Customer success jobs

ROMIEL NOUMBISSI

Read More

 1.  Crafting a standout resume for customer success roles
     1. Highlight quantifiable achievements
     2. Change management experience
 2.  Interview strategies for customer success roles
     1. Two common interviewing mistakes
     2. Romiel's two vital tips for success
 3.  Understanding the company's customer success approach
 4.  The art of storytelling in interviews
 5.  Key skills and qualities for success in customer success roles
     1. Embracing change management
     2. Empathy and active listening
     3. Conflict resolution
     4. Effective communication
 6.  Showcasing knowledge and enthusiasm in interviews
 7.  Balancing self-promotion and authenticity
 8.  The role of networking and online presence in job hunting
 9.  Romiel’s networking tips
 10. TL;DR

This article was adapted from Romiel’s episode of the CS School podcast 



With the current state of today’s economy and job market, scoring an interview
and, more importantly, getting hired for that coveted customer success role has
become both an art and a science. Nowadays, it's not just about possessing the
“right” skills; it's about understanding the nuances of communication, change
management, and personal branding. 

As a seasoned Customer Success Manager (CSM), I've experienced firsthand the
multifaceted nature of this role and the intricacies of the hiring process in
this field.

I’m Romiel Noumbissi, and through my journey in various customer success roles,
I've learned the importance of adapting, not only to the evolving needs of
customers but also to the ever-changing job landscape. 

In this article, I'll share insights and strategies for aspiring CSMs on how to:

 * Effectively navigate job hunting
 * Hone your skills
 * Leverage your network to find your place in this dynamic industry


CRAFTING A STANDOUT RESUME FOR CUSTOMER SUCCESS ROLES

When it comes to getting the customer success job of your dreams, it all starts
with having a flawless resume. Without having a resume that best showcases your
talents, you won’t have a foot in the door.  

A successful resume in customer success should not only highlight your roles and
responsibilities but also emphasize the measurable impact of your actions and
your proficiency in managing and adapting to change.

A resume should function as a narrative tool, telling your story in a way that
piques the hiring manager's interest. It's important to include enough
information to intrigue them and prompt further discussion during an interview.
This approach allows you to expand on your experiences and demonstrate the
positive impact you've had on an organization. 

Feedback from hiring managers has been crucial in refining my resume, ensuring
it clearly reflects my experiences and contributions. In order to craft a
head-turning resume for a customer success role, there are several key points to
consider:


HIGHLIGHT QUANTIFIABLE ACHIEVEMENTS

When listing your experience to date, it's crucial to not only list your
achievements but to showcase them in a way that can be quantified, along with
their impact on the organization. 

For instance, if you played a key role in retaining a significant client,
specify this accomplishment and include details like the customer's value over
the contract's lifespan. Use figures and statistics—anything that demonstrates
your impact on your organization’s bottom line.


CHANGE MANAGEMENT EXPERIENCE

A CSM often leads organizational change both internally and with customers, so
demonstrating your ability to navigate and manage these changes is important.
This could involve illustrating your understanding of customer needs over the
next six months or a year, and how you've helped your company adapt to these
needs.

Adoption and change management in customer success
We at Microsoft deliver some of the best practices around adoption and change
management, especially as it relates to customer success. In this article, I’m
going to share some of the insights I have gained in my role as CSM.
Customer Success CollectiveRahul Gokhale



INTERVIEW STRATEGIES FOR CUSTOMER SUCCESS ROLES


TWO COMMON INTERVIEWING MISTAKES

🚫 Oversharing and overexplaining: As someone who can sometimes be a bit of a
nervous talker, I've learned the importance of being concise yet detailed in my
responses.

🚫 Inauthenticity: While it's natural to present the best version of oneself,
over-polishing can lead to losing personal authenticity. Hiring managers, at the
interview stage, often seek to understand you as a person beyond just your
qualifications.


ROMIEL'S TWO VITAL TIPS FOR SUCCESS

✅ Preparation: Know as much as possible about the company and its operations.

✅ Inquisitive approach: Particularly relevant to customer success, which is a
newer discipline, I always inquire about the origin of the role within the
company. Understanding why the organization is investing in customer success at
this particular time provides insight into their objectives and challenges. This
questioning helps assess if the role aligns with your career goals and values.

Overall, the key to a successful interview for a customer success role is
balancing professionalism with personal authenticity, being well-prepared, and
asking insightful questions to understand the company's needs and goals.


UNDERSTANDING THE COMPANY'S CUSTOMER SUCCESS APPROACH

It's crucial to understand how different organizations interpret customer
success, as it varies widely and impacts day-to-day responsibilities. This
knowledge helps in assessing whether the role aligns with your skillset,
professional goals, working style, and management approach. 

If there's a mismatch, it provides an opportunity to opt-out before it’s too
late! Conversely, if there's alignment, you can confidently proceed in the
hiring process.

How customer success can wield the power of storytelling
I’m going to share with you the importance of storytelling and how it can impact
your day-to-day, especially within the customer success org.
Customer Success CollectiveSam Basile



THE ART OF STORYTELLING IN INTERVIEWS

I’ve found that storytelling during interviews is vital for clearly
communicating your experience and achievements. It's about presenting your story
in a memorable and compelling way, beyond just reading off your resume.

I advocate a structured approach to storytelling, akin to a three-act play:

 1. Beginning: Clearly present the core challenge or theme.
 2. Middle: Describe your actions and role in addressing the challenge.
 3. End: Highlight the tangible impact and outcome of your actions, always
    keeping the customer's impact at the forefront.

This method is beneficial even for those who may not be naturally comfortable
with storytelling or talking about themselves. It provides a framework that
focuses on the situation, your analysis, your role, and the ultimate outcome,
allowing you to effectively communicate your experiences in a customer success
role.


KEY SKILLS AND QUALITIES FOR SUCCESS IN CUSTOMER SUCCESS ROLES


EMBRACING CHANGE MANAGEMENT

Comfort with rapid changes and adaptability are essential, particularly in
dynamic environments like startups or larger public companies that have gone
through mergers and acquisitions. Even if you lack direct experience in such
settings, demonstrating how you've managed change in your personal or
professional life can be valuable.


EMPATHY AND ACTIVE LISTENING

Empathy and active listening are paramount. In my role as a CSM, the ability to
connect with customers on a human level, understand their perspectives, and make
them feel heard has often transformed potentially negative situations into
positive outcomes.


CONFLICT RESOLUTION

Being adept at conflict resolution is another crucial skill. It involves
navigating challenging situations and finding solutions that satisfy all parties
involved.


EFFECTIVE COMMUNICATION

It might not seem obvious, but being an effective communicator is intertwined
with being adept at change management. A CSM acts as a liaison between the
customer and the organization, relaying internal changes that might affect the
customer and vice versa. Being able to communicate effectively is vital in
ensuring that both the customer's and the organization's needs are met and
understood.

Candidates aspiring to succeed in customer success roles should highlight their
abilities in managing change, empathizing, actively listening, resolving
conflicts, and communicating effectively. These skills are key to navigating the
complexities and dynamics of customer success.


SHOWCASING KNOWLEDGE AND ENTHUSIASM IN INTERVIEWS

The customer success field has seen significant growth in professional
development resources in recent years. Staying informed about these resources
and developments is key. Actively engaging with organizations and resources
dedicated to customer success, such as Customer Success Collective, helps in
keeping up with industry trends.

Balancing the demonstration of your knowledge with concise communication is
challenging. It's important to avoid overwhelming the interviewer with too much
information while still showcasing your expertise and enthusiasm. A common
question in interviews, which I also find engaging, is explaining what
personally appeals to you about customer success.

Explaining why customer success resonates with your personality and interests
can be very effective. 

For example, a friend of mine, who is also a CSM, successfully conveyed during
her interviews how her natural curiosity and desire to be involved in various
aspects of a business aligned with the requirements of a CSM role. She used
personal anecdotes to demonstrate how her natural behaviors, like change
management, good communication, and conflict resolution, aligned with the
expectations of a customer success role.

To effectively showcase your knowledge and enthusiasm for customer success in an
interview, it's important to stay informed about industry trends, communicate
your understanding concisely, and draw connections between your personal
attributes and the qualities required for success in the role. 

Relating your personal experiences and characteristics to the demands of
customer success can significantly enhance your interview performance.


BALANCING SELF-PROMOTION AND AUTHENTICITY

Employers seek candidates who are genuinely interested in the role and view it
as part of their professional development, not just someone doing the bare
minimum.

It's crucial to convey that the role aligns with your professional growth and
personal aspirations, rather than appearing as someone who stumbled into it
without clear direction.

Here are a few strategies for discussing your accomplishments in an inteview:

 * Reframing self-promotion: For those uncomfortable with self-promotion, like
   myself, it helps to think of it not as bragging but as sharing
   accomplishments you're proud of and their positive impact on the
   organization.
 * Prepare personal stories: Have a set of personal stories and experiences
   ready that you feel comfortable discussing. These stories should reflect key
   accomplishments and initiatives you’ve led.
 * Understanding the interviewer’s perspective: Remember that the hiring manager
   asks about your accomplishments to understand what you bring to the table.
   It’s about showcasing your capabilities and contributions, not bragging.
 * Being concise yet impactful: While it's important to highlight your
   achievements, maintaining a balance is key. Avoid over-elaborating to the
   point of seeming arrogant.

The challenge in interviews, especially in customer success roles, is to
demonstrate that you are not just looking for any job, but that you're
interested in and suited for this specific role. It involves effectively
communicating your achievements and suitability for the position in a manner
that is both confident and authentic.

Customer success meetups
Let’s be honest, Zoom fatigue is real. There are only so many “pleased to e-meet
yous” that a person can take before wanting to take it to the next level... IRL.
In-person meetups can provide golden opportunities to network with other
like-minded customer success enthusiasts.
Customer Success CollectiveGrace Gupta



THE ROLE OF NETWORKING AND ONLINE PRESENCE IN JOB HUNTING

Regularly updating your network, even when not actively job searching, is
essential. 

Likewise, it’s important to keep in touch with contacts, not only when needing
something, but also to check in periodically. This makes it easier to reach out
for help when necessary, avoiding awkwardness from sudden requests after long
periods of no communication.

LinkedIn plays a crucial role in the hiring process, especially in customer
success. An active online presence can be a significant advantage. Optimizing
your LinkedIn profile involves regular updates and engagement with the customer
success community. Sharing both professional and personal updates can make your
profile more relatable and engaging.

There's no set rule for how often to post, but it's important to balance
professional updates with personal insights. Sharing challenges and
achievements, whether professional or personal, helps in portraying a
well-rounded online persona.

Maintaining an online presence should strike a balance between professionalism
and being approachable. It's not necessary to always present a polished, perfect
image. Instead, showing genuine aspects of your personality and life can create
a more authentic and relatable presence.


ROMIEL’S NETWORKING TIPS

Here are some strategies that I've found helpful when it comes to networking:

 * Aligning with similar interests and strengths: Identifying your strengths and
   interests and connecting with individuals who share them can be highly
   beneficial. This helps in building a network of like-minded professionals.
 * Targeting areas for improvement: Deliberately engaging with people who can
   help you develop in areas where you feel you need improvement is crucial. For
   example, if you're an aspiring CSM who wants to improve public speaking,
   participating in groups like Toastmasters can be advantageous.
 * Diverse methods of job finding: My experience in job hunting has ranged from
   straightforward applications to leveraging relationships with recruiters.
   Developing a varied approach can open doors to opportunities that might
   otherwise remain hidden.
 * Cultivating relationships: Building and maintaining relationships, especially
   with recruiters, can provide access to job openings not widely advertised or
   known. These relationships can be a valuable asset in your job search.

Networking in the customer success industry requires a balanced approach that
combines leveraging your strengths, improving your weaknesses, and building a
diverse set of professional relationships. It's about strategically connecting
with the right people and using those connections to uncover opportunities that
align with your career goals and aspirations.


TL;DR

Navigating the world of customer success today requires finesse and
adaptability. As the field grows more central to business, demand rises for
talent that can steer the customer journey skillfully.

For those aiming to land the customer success role of their dreams, the steps
start with a resume that spotlights your achievements and the numbers proving
it. Then comes interview time – that's when well-prepared stories and connecting
your personality to the job requirements gain impact. Don't data dump, but do
showcase some savvy around customer success concepts.

Networking and nurturing professional connections prove invaluable for surfacing
unposted opportunities. Maintaining an intentional, relatable online presence
matters too. The ingredients that set candidates apart blend qualifications with
relationship building, expanding capabilities while tapping contacts made over
time.

The guidance here sketches a path for channeling your talents strategically.
With authenticity, preparation, and networking know-how, motivated professionals
can convey their value as customer journey masters. Doors open for those who
position themselves as partners able to meet rising customer success demands
with skill and understanding. The rewards await those ready to guide experiences
and growth to new levels.


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Written by:

ROMIEL NOUMBISSI

Romiel's successfully managed portfolios ranging from dozens of customers to
hundreds, implemented growth strategies and delivered complex projects to drive
revenue and retention.

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