From Hospitality to Customer Success: A Data-Driven Guide
Making a career change from hospitality to customer success (CS) can be challenging, but it's far from impossible.
This guide offers insights based on industry data and the experiences of professionals who have successfully made this transition.
Understanding the Transition
The shift from hospitality to customer success leverages many transferable skills.
A 2023 study by the Customer Success Association found that 68% of CS managers believe soft skills are more important than technical skills when hiring for entry-level positions.
This highlights the value of hospitality experience in CS roles.
💡For those considering this transition, my guide on breaking into customer success with no experience provides valuable insights.
Key Considerations
Starting Level
While it's tempting to aim for managerial or senior-level positions, especially if you're already earning a six-figure salary, it's key to set realistic expectations.
According to a 2024 Customer Success Salary Report, the average starting salary for entry-level CS positions is $65,000 to $75,000.
Be prepared to start at an entry-level position and work your way up.
💡For more information on CS salaries, check out our article on how much a customer success manager makes.
Leveraging Your Experience
Focus on transferable skills and experiences that align with CS roles:
Onboarding accounts for different platforms
Acting as an internal account manager
Resolving and escalating issues
Driving renewal processes with vendor partnerships
Managing people and teams
A 2023 LinkedIn survey found that 92% of talent professionals believe soft skills are equally or more important than hard skills when hiring.
💡My guide on customer success skills can help you identify and develop these key abilities.
Industry-Specific Opportunities
Target companies that serve the hospitality industry to leverage your industry knowledge while learning CS.
According to a 2024 report by Gartner, 73% of companies value industry-specific knowledge when hiring for CS roles.
Practical Steps for Transition
Tailor Your Resume: Highlight experiences and skills that directly relate to CS roles. Focus on outcomes and metrics that demonstrate your ability to retain and grow revenue.
Understand CS Deeply: Develop a thorough understanding of customer success principles and be prepared to articulate why you're a natural fit for the role.
My ultimate guide for customer success managers is an excellent resource for this.
Learn Sales Methodologies: Familiarize yourself with common sales techniques, as CS often involves upselling and cross-selling. A 2023 study by TOPO found that 87% of high-growth companies believe CS plays a critical role in driving revenue.
Network: Connect with CS professionals, especially those who have made similar transitions. LinkedIn reports that 85% of jobs are filled through networking.
My LinkedIn optimization guide can help you make the most of this platform.
Target Relevant Companies: Apply to hospitality tech companies or businesses whose software you've used in your current role.
Consider Certifications: While opinions vary on their importance, CS certifications can demonstrate your commitment to the field. A 2024 survey by the Customer Success Association found that 62% of CS professionals believe certifications helped them advance their careers.
Check out my guide on the best certifications for customer success managers for more information.
Emerging Trends in Hospitality and Customer Success
Sustainability and Environmental Concerns
The hospitality industry is under increasing pressure to reduce its environmental impact. CS professionals in this sector should be prepared to:
Implement eco-friendly practices
Meet guest expectations for sustainability
Balance sustainability with luxury experiences
Ensure regulatory compliance with environmental standards
💡For more on sustainability in customer success, check out my guide on customer success fundamentals and strategies.
Cybersecurity and Data Privacy
As digital transformation accelerates, CS roles increasingly involve:
Protecting guest data
Preventing cyber attacks
Ensuring compliance with data protection regulations (e.g., GDPR)
Building trust with guests regarding data handling
💡Learn more about data privacy in my article on AI's impact on customer success.
Health and Safety in a Post-Pandemic World
While the acute phase of the COVID-19 pandemic has passed, its effects linger.
CS professionals must address:
Ongoing hygiene and sanitation expectations
Preparedness for future health crises
Balancing safety measures with guest experience
💡For insights on adapting to post-pandemic challenges, see my post on digital customer success trends.
Adapting to Changing Travel Patterns
The way people travel is evolving. CS roles in hospitality now involve:
Catering to the rise of “bleisure” travel (business + leisure)
Accommodating digital nomads and long-term stays
Adapting to changing seasonality patterns
💡Explore more about adapting to customer needs in my guide on customer success challenges and how to overcome them.
Competition from Alternative Accommodations
The growth of platforms like Airbnb continues to challenge traditional hospitality.
CS professionals should be prepared to:
Differentiate from home-sharing platforms
Adapt business models to compete
Explore potential partnerships or integrations with alternative accommodations
💡For strategies on staying competitive, check out my article on balancing sales and customer success in SaaS.
Diversity, Equity, and Inclusion
This is an increasingly important topic across all industries.
CS roles now involve:
Creating inclusive environments for guests and staff
Addressing cultural sensitivities in a global market
Promoting diversity in leadership roles
💡Learn more about diversity in customer success in our guide on customer success communication skills.
Managing Online Reputation
In the digital age, online reputation can make or break a hospitality business.
CS professionals must be adept at:
Implementing strategies for managing online reviews
Leveraging social media effectively
Turning negative feedback into opportunities for improvement
💡For tips on managing customer relationships, see my guide on customer relationship revival.
Overcoming Challenges
The current job market can be competitive, with many experienced CS professionals seeking roles.
Don't be discouraged if the transition takes time.
Keep refining your approach and expanding your network.
Your unique perspective as a hospitality professional can be a valuable asset in the right CS role.
We are entering a "hospitality economy" where customer-centric skills are increasingly valuable across sectors.
By following these strategies and leveraging your hospitality background effectively, you can successfully transition into a rewarding career in customer success.
The future looks bright for CS professionals, with the global customer success platforms market expected to grow at a CAGR of 25.5% from 2021 to 2028.
💡For more insights on building a successful career in customer success, explore my ultimate customer success career guide.
Sources:
Customer Success Association, 2023 CS Skills Survey
2024 Customer Success Salary Report, CS Insider
LinkedIn Global Talent Trends 2023
Gartner, Customer Success Hiring Trends 2024
TOPO, The State of Customer Success 2023
LinkedIn, 2024 Job Search Statistics
Customer Success Association, 2024 CS Career Development Survey
Hospitality Insights, EHL, 2024
Grand View Research, Customer Success Platforms Market Analysis, 2021-2028