Salt’s Specialisms in Customer Success
• Customer Success Executive
• Customer Success Manager
Demand Vs Offer
Due to the fast growth of subscription-oriented software businesses and the financial advantages of customer retention, more job opportunities are available for Customer Success experts and the trend is said to continue.
Popular Industries
Customer Success experts are in high demand by the sales, retail, hospitality, and information technology industry.
Recent Changes
The requirements for Customer Success jobs are becoming more technology-oriented. Therefore, 50 percent of employers expect their future employees to have experience with various CRM software applications. Other technical skills, which Customer Success managers might require are programming languages and an understanding of marketing automation.
Future Prospects
Being an expert in this sector is a wise career move as the demand for such professionals will grow exponentially over the next few years leading to a well-paid and secure job. Furthermore, the skills acquired as Customer Success managers create opportunities in many other fields, such as product management and professional services.
Employers’ Requirements
Hiring managers expect Customer Success professionals to have two main personality traits: empathy and drive for success. Empathy helps experts in the field to anticipate how customers will behave and think. This makes it possible to plan things in advance and take necessary measure to convince people of a product or service. The drive for success is crucial to make a change and find constant solutions to problems.
CV Requirements
One point which should be included on the CV of each Customer Success professional are relevant KPIs, including renewal rates, engagement metrics and customer references. Another CV requirement would be customer facing experience, which covers e.g. account management, project management, customer service, and consulting. Account management experience in software-as-service environments (SaaS) is considered as particularly advantageous.
Interview Preparation
Many jobseekers report that their Customer Success interview questions were situational, meaning that the interviewer asked a question about a specific situation and the interviewees had to answer by giving a real-life example on how he or she mastered the situation. Some of these questions are, for instance:
• Please give me an example of how you managed a client escalation.
• What’s your (e.g. customer satisfaction) score?
• What is a QBR?
• Have you ever realised a product mismatch? If yes, how did you handle it?
Educational Requirements
The educational requirements for Customer Success professionals are not as strict as for other industries. More precisely, most employers ask for a bachelor’s degree but do not specify the field of study. Most experts in the sector have a degree in business, computer science, marketing, or engineering.
Looking for Customer Success jobs? Check out our current opportunities on our job page.
