Is Customer Success Tough Everywhere?
Let me highlight an alarming reality nobody talks about.
Right now, Customer Success pros are feeling more frustrated than ever.
The CS function is often viewed as a "catch-all" department.
Other teams often pass off their problems and duties without any consideration.
Here's why:
1. Lack of Support and Resources
The reality is many CS pros feel overwhelmed at the moment.
More and more, their tasks now include responsibilities spanning sales, operations, and administrative duties.
And yet they often lack the support from an expanded team such as renewal or CS operations managers.
This sets them in a firefighting position, rather than driving customer success.
2. Blame Culture
I hear many companies still treat the CS team as the "whipping boy" for any issues that arise.
Execs and other teams are quick to criticize CS without understanding the underlying context.
When things are going well, CS are heroes.
But for any single problem, they are the first to take the blame.
The only outcome of that situation is a stressful work environment.
And the feeling of not contributing value destroys all their energy.
3. Industry Differences
Sure, the CS experience is challenging in many large organizations.
But there are exceptions.
Smaller, or more agile companies often offer a better work environment.
The roles are clear, they get more support and have a greater appreciation for the function.
The recipe for success is as simple as that.
Burnout and Turnover
So here’s the explosive combination:
High workload, lack of support, and blame culture.
And it's the primary reason why many want to leave CS right now and transition into these other functions:
For those of you considering your next move in CS, make sure to check the company culture and role expectations.
I know it's tempting to take on a CS role regardless because of the current economic climate.
But this can backfire fast if the job is not a good fit.
So please make your health and well-being a top priority no matter what.
I hope that helps.
-Hakan.
P.S. How’s your experience so far? Comment below or just reply to this email.
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