Ben McCormack’s Post

Want a job in customer success where people brag about how great their team is? We found them! We spoke with nine customer success managers about the secret ingredient that makes their teams great. #Hiring #NowHiring #CustomerSuccess #TechJobs

GoLemon is looking for talented Customer Success Experts! 💚 If you have experience creating delightful customer experiences and solving problems with care, we’d love to hear from you! Apply by Sunday, September 22 (midnight). 🍋👇🏽 Who we’re looking for -Pro-customer: You’re driven by the desire to make customers happy, and you approach every interaction with empathy and understanding. By default, you ask yourself: “what experience would I like as a customer?” A clear communicator: You can write and speak *very clearly*, making it easy for customers and your teammates to understand you. Your responses are always thoughtful and well-constructed A hard worker: You’re not afraid of a challenge, and you're ready to handle increased (but fair) support volumes without breaking a sweat -Curious & smart: You’re always looking for the bigger picture and eager to solve problems before they escalate Reliable: You have good judgment and can make decisions confidently, knowing they align with GoLemon’s values. https://lnkd.in/dkfZC_ug

3 ways Customer Success kills your company faster than a bad product: 1. The "Happy Customer" Trap Your champions love you. They're raving fans. Then they leave. Why? You built relationships with users, not decision-makers. The renewal conversation happened above your champions' heads. 2. The Scale Fallacy "We need to hire CS to scale!" Hires 3 CSMs Churn increases Reality: You scaled human interaction before building repeatable processes. 3. The Features Arms Race Customer asks for feature ✍️ You build it fast 🏃♂️ They still churn 💀 Truth: Feature requests are often symptoms, not solutions. These mistakes will burn through: + 6 months of runway + Key early customers + Team morale + Market credibility How to prevent this: + Map decision-makers, not just users + Build processes before hiring + Solve problems, not feature requests You can beat 99% of your competition by avoiding these fatal mistakes. It's about doing the basics, at scale, and consistently. That's how you win.

Many people have reached out asking "How to move into Customer Success?" Not surprised, #CS jobs were/ are on the rise. My question to them has always been "Why do you want to move into CS?" The answers vary people-to-people but anyway, this post is about a few considerations that everyone contemplating CS jobs should make. Firstly, you need to have a genuine liking for people and possess strong interpersonal skills. If engaging in conversations, day in and day out, sounds like your cup of tea, then you might find joy in this role. Answer: Are you a people person? Secondly, curiosity is a must-have. Asking probing questions and delving into 'whys' is a common part of the job. It's literally questioning everything -> Why the customer is unhappy? What do they like about the feature? Why is this done in one way and not the another way? etc. Answer: Are you a curious person? Thirdly, you should be a problem solver. The role entails addressing a myriad of issues (sometimes dumb as well 😜) that customers bring forth, requiring you to think creatively and collaboratively to find solutions. Answer: Do you like people coming to you to get their problems solved? Lastly, strategic thinking is required to not just address immediate issues but also to plan for long-term customer success. I would also like to term it as Second Order Thinking. Answer: Do you often find yourselves (over) thinking about your work or in your day-to-day life, the consequences of whatever action you perform? If your answer to all four questions is a resounding YES, most types of Client Management roles could work for you. #CustomerSuccess #CareerAdvice #ProblemSolving #StrategicThinking

In a recent interview I was asked which Customer Ops team I prefer leading and why. In the same interview the executive told me the Support team was "too entitled." And this is why I've been targeting Implementation and Customer Success -- although everyone is acting like CS is rocket science, but that's a post for another time. I'm tired of Support. It's often the most neglected, disrespected, and underpaid org in the company even though they spend the most time with customers. It's so stressful managing a support team, especially if there is a call center involved and especially if your product is unreliable and the problems outweigh the value you think you add. I've worked in Support teams where the staff knew the product better than anyone in the company, but had little say in the product roadmap so they spend a year or more dealing with the same issue over and over again and telling the customer the same excuse over and over again. What a joy! I can't tell you how many times people have texted me on Christmas or NYE asking if I had someone on-call even though nobody else in the company was expected to work 24/7 with a starting salary of 50k. When interviewing for Support roles I always ask what the team is paid and if they are expected to be on-call. If your Support team is miserable, you're not going to like me leading it because I will have too many demands. You will be calling me "entitled" too. Having led all three, Support is hands down the most difficult. Shout out to everyone in Support. They could never do what you do. Never.

Great breakdown here by Ejieme Eromosele on the takeaways for both ICs and CS leaders.

🚀 Ready to bring a decade of relationship-building and problem-solving expertise to customer success! The past two years have been a transformative journey. I sharpened my skills, pursued certifications, and laid the foundation to transition into customer success. After a decade of helping others achieve their goals through empathy, relationship-building, and problem-solving, I’m excited to apply these strengths to help customers succeed and thrive. In my previous roles, I consistently built trust, guided individuals through complex challenges, and celebrated their milestones—skills I’m eager to leverage to drive customer satisfaction, retention, and growth. I’m particularly drawn to customer success roles in SaaS and HealthTech, where I can help businesses build meaningful relationships with their customers and ensure they achieve their desired outcomes. Key Skills: 🤝 Customer relationship management and retention 🧩 Problem-solving and conflict resolution 🌟 Customer advocacy and satisfaction 🤝 Collaboration and cross-functional teamwork Let’s connect! 🚀 I’m excited to bring my expertise in building relationships and solving challenges to customer success teams. If you’re hiring or know of opportunities where I can make an impact, I’d love to hear from you. #CareerChange #CustomerSuccess #SaaS #HealthTech #RelationshipBuilding

What drives the success of our customer success team Workhuman ? It's the people! A strong team culture ensures our CSMs feel supported and excel in their roles. Our Senior Customer Success Manager, Christopher Wrightshares insights with Built In Boston"How Strong Team Culture Fuels Customer Success Reps." Want to know what sets our team apart? Read our interview with Built In Boston for more details. #Hiring #NowHiring #LifeAtWorkhuman

What drives the success of our customer success team Workhuman ? It's the people! A strong team culture ensures our CSMs feel supported and excel in their roles. Our Senior Customer Success Manager, Christopher Wrightshares insights with Built In Boston"How Strong Team Culture Fuels Customer Success Reps." Want to know what sets our team apart? Read our interview with Built In Boston for more details. #Hiring #NowHiring #LifeAtWorkhuman

When is the right time to 𝐚𝐬𝐤 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐢𝐟 𝐭𝐡𝐞𝐲 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐫𝐞𝐧𝐞𝐰? 𝐍𝐎𝐓 𝐫𝐢𝐠𝐡𝐭 𝐛𝐞𝐟𝐨𝐫𝐞 𝐢𝐭’𝐬 𝐭𝐢𝐦𝐞 𝐭𝐨 𝐫𝐞𝐧𝐞𝐰! This is an onboarding question! 𝐖𝐡𝐚𝐭 𝐝𝐨𝐞𝐬 𝐢𝐭 𝐭𝐚𝐤𝐞 𝐨𝐯𝐞𝐫 𝐭𝐡𝐞 𝐧𝐞𝐱𝐭 𝟏𝟐 𝐦𝐨𝐧𝐭𝐡𝐬 𝐭𝐨 𝐠𝐞𝐭 𝐲𝐨𝐮 𝐭𝐨 𝐫𝐞𝐧𝐞𝐰? Here’s the trick… your customers won’t know! 𝐓𝐢𝐩𝐬 𝐟𝐨𝐫 𝐂𝐒 𝐋𝐞𝐚𝐝𝐞𝐫𝐬 𝐥𝐨𝐨𝐤𝐢𝐧𝐠 𝐟𝐨𝐫 𝐚 𝐧𝐞𝐰 𝐫𝐨𝐥𝐞: https://hubs.ly/Q02J77ht0 𝐖𝐞𝐛𝐬𝐢𝐭𝐞: https://lnkd.in/gBfQmyhh 𝐘𝐨𝐮𝐭𝐮𝐛𝐞: https://lnkd.in/gpaUcrBn Learn more about the 𝐏𝐫𝐞𝐝𝐢𝐜𝐭𝐢𝐯𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐁𝐞𝐡𝐚𝐯𝐢𝐨𝐫 𝐈𝐧𝐝𝐞𝐱™ and the 𝟗𝟎 𝐃𝐚𝐲 𝐂𝐒 𝐀𝐜𝐜𝐞𝐥𝐞𝐫𝐚𝐭𝐨𝐫™ #customersuccessleadershiptraining #customersuccesstraining #customersuccessmentoring #customersuccessretention #customersuccess