Most SaaS companies now pay attention to resolving post-sale problems by preventing them even before the purchase. Thus, companies need customer service specialists. But why not delegate some responsibilities to Customer Support Managers? Why do companies need a position like a Customer Success Manager? What does it take to get this job?
Read this article to learn more about what a Client Success Manager is, their responsibilities, and find advice on what you need to know for your successful future career as a Client Success Manager.
What is a Customer Success Manager?
People don’t always understand what a Customer Success Manager is. And it is mistakenly believed that this is another name for a Customer Support Manager. But no, they are two different specialties.
Customer Success Manager, or just CSM, is the customer’s representative in the company. They are like a fairy godmother who is always on the client’s side that anticipates possible problems and solves them before they appear. And a Customer Support Manager solves the problems that customers have already had.
The responsibilities of the Customer Success Manager include:
- familiarizing the user with the service through support involving an accessible form of communication;
- recommendations on the use of the service, consultations, problem-solving;
- preparation of training materials on new products;
- collecting user feedback and transferring information to the development or support department;
- making sure the client is satisfied.
How to get a job as a customer success manager
If you are still thinking about how to become a customer success manager, you likely do not yet have work experience in this field. Of course, it does not make you an ideal candidate, but you can still get a customer success manager job with no experience. The great thing about CSM is that it is a position for anyone who enjoys working with people and has certain technical abilities.
How to apply for a customer success manager job
First, create a resume! In addition to the basic fields such as personal contact information and education, pay special attention to professional skills that can be useful to a customer success manager. Skills are classified as “hard” and “soft.” “Hard” skills are technical skills, and “soft” are personal. CSM constantly interacts with a huge number of people, so the better their personal skills, the better work they do. The “soft” skills for a customer success manager include:
- excellent communicator;
- strategic and analytical;
- building relationships;
- proactive and organized;
- emotional intelligence;
- team worker.
As you can see, most of the skills align with human interaction. Therefore, it will not be easy for you to work in this field if you are an introvert.
It is also worth noting that a resume is not a stage for creativity or jokes. It should match the business style. Therefore, if you do not know whether you can create a competent resume, it is better to use online services like www.getcoverletter.com — just a few clicks, and the customer success manager resume is ready.
Next, prepare a cover letter for each vacancy you like. Even if in the job description, the employer does not require a cover letter, submit it. It creates a good impression of you, sets you apart from the competition, and gives the recruiter quick and short information about you.
Example CSM Cover Letter for Those Who Have No Experience in Customer Success
(111) 245 – 1414
Dear HR Manager,
My name is Anastasia Steele. I am delighted to be applying for the position of Customer Success Manager at BigHit Entertainment. Through my previous experience in the service industry, I have developed communication skills that will help excel in this position. I enjoy working with other people, solving customer issues, and getting feedback. It helps to improve customer satisfaction. The opportunity to become a member of your team at BigHit Entertainment would give me an excellent opportunity to use my talents to provide professional and quality service to your customers.
My previous job at SM Entertainment was focused on technical customer support, and I dealt with 11 to 15 new cases every day. Thanks to this, the average customer response increased by 25%. As a result, the company has received two awards for exceptional customer service.
I worked in a team of 10 professionals, each with their own strengths. But if there was a tight deadline, the team trusted my organizational skills. I have also taken more than a dozen training courses on the latest technologies to successfully serve customers and identify their needs.
If I get to join BigHit Entertainment as your Client Success Manager, I will use my communication, critical thinking, attention to detail, analytical skills to ensure the best outcome for all customers. I am also proud of my desire to maintain a positive attitude in the workplace and assist in the development of colleagues. This helped my previous employer reduce average employee turnover by 15%.
Thank you for taking the time to review my cover letter. I look forward to our face-to-face meeting to further discuss the Client Success Manager vacancy and the BigHit Entertainment corporate culture. If I am chosen for this role, I will show extra diligence in my work, and your clients will receive the best service.
After your candidacy is considered, you may be invited for an interview.
How to find a customer success manager job in 2020
Even though this profession has appeared relatively recently, it is highly demanded. The main habitat of all managers is the service sector. Where there are clients, the customer success manager always finds a job. You can search for vacancies on specialized job search sites, in companies on the bulletin board, or through friends and relatives.
If you have already decided on which company you want to work for as a customer success manager, you should familiarize yourself with this company’s employees. Knowing people in the office will make it easier to get the position you want since recruiters first ask employees if they have acquaintances who would like to apply for an open vacancy.
You can also frequent seminars on management development, which are often attended by managers from various fields and company leaders. Having started a casual conversation, you can talk about your job search, exchange business cards, and make an appointment with their recruiter.
The process of going from finding a job to getting hired can take some time. But do not worry if it takes more than one interview to get into a particular company. There are many candidates, and everyone has similar experience, skills, and knowledge as you.
Do not just sit and think about how to get a customer success manager job. Create your resume and cover letter and apply for a vacancy you like right now. Only through diligence and action can you reach a favorable landing place for your career development and a stable salary.