5 Essential Skills for Top Customer Success Professionals
[Last updated: Aug 15, 2024]
Customer Success is one of the fastest-growing and most exciting career paths today.
According to LinkedIn's 2023 Jobs on the Rise report, Customer Success roles have seen a 34% increase in job openings over the past year.
Whether you're new to CS or looking to level up your skills, focusing on these 7 key areas will help you drive results and advance your career:
1. Customer-Centricity
The foundation of great Customer Success is putting the customer at the center of everything you do.
A 2023 PwC study found that 73% of customers point to experience as an important factor in their purchasing decisions.
This means:
Deeply understanding your customers' business challenges and goals
Involving customers in solution planning and decision-making
Following through on commitments and promises
Maintaining consistency across all touchpoints
Proactively reaching out rather than waiting for issues
Customer-centric CS pros build trust and strengthen relationships by always acting with integrity and the customer's best interests in mind.
For more insights on customer-centricity, check out my guide on Customer Success Fundamentals and Strategies.
As Shirley Chapman, Head of Customer Success at Forrester, emphasizes:
"Ask questions about what the customer is solving for, what is happening in their business, and what is going on in their world, encouraging them to see customers as individuals. Being curious about the individuals and the world they are working in helps keep the focus on our clients."
Read my full interview with Shirley Chapman for more insights.
2. Empathy
Empathy is a key emotional intelligence skill for CS professionals.
A 2022 Salesforce study revealed that 66% of customers expect companies to understand their unique needs and expectations.
It allows you to:
See situations from the customer's perspective
Understand their feelings and pain points
Build genuine connections
Navigate challenging conversations
The key is finding the right balance between empathy and assertiveness to drive outcomes.
Highly empathetic CS pros excel at listening and making customers feel heard.
Kirsten DiChiappari, VP of Customer Success at vCom Solutions, notes:
"Empathy is a key emotional intelligence skill for CS professionals. It allows you to see situations from the customer's perspective, understand their feelings and pain points, build genuine connections, and navigate challenging conversations."
Read my full interview with Kirstne DiChiappari for more expert insights.
To improve your emotional intelligence, check out my article on 5 Best Books on Emotional Intelligence.
3. Communication
Clear, concise communication is essential for CS success.
According to a 2023 Gartner report, effective communication can increase customer satisfaction by up to 20%.
Top CS professionals:
Tailor their communication style to different stakeholders
Tell compelling stories with data and business cases
Follow up promptly and consistently
Actively listen to understand, not just respond
Use visuals and examples to illustrate key points
Strong communicators can influence decisions and drive alignment across teams.
Christine Lavery, VP of Customer Success at AgentSync, emphasizes the importance of communication:
"Really great customer success is truly a mix of Art and Science. We can be prescriptive about a methodology we want our teams to follow (science), we can use a health score, and have AI surface recommendations (science). But the best CSMs understand that underneath it all, relationships and human interaction matter (art)."
Read my full interview with Christine Lavery for more expert insights.
For tips on improving your communication skills, read my guide on Customer Success Communication Skills.
4. Data Analysis and Insights
We are in a data-driven business environment.
The ability to analyze customer data and derive actionable insights is fundamental.
A 2023 McKinsey study found that companies that effectively leverage customer data are 23 times more likely to acquire customers and 6 times more likely to retain them.
Top performers:
Use data visualization tools to identify trends and patterns
Translate complex data into clear, actionable recommendations
Leverage predictive analytics to anticipate customer needs
Make data-informed decisions to improve customer outcomes
Continuously refine strategies based on data-driven insights
Strong data analysis skills allow CS pros to quantify their impact and make more strategic decisions.
Melissa Garcia, Director of Renewal Operations at Chief, shares:
"Even if your experience doesn't precisely align with the role you're trying to transition into, it's your responsibility to convey how your skills and experience apply to your desired next step."
Read my full interview with Melissa Garcia for more insights.
Learn more about key metrics in my Guide to Top SaaS Metrics and KPIs.
5. Influence
The ability to influence others is crucial for getting buy-in and resources.
A 2022 Deloitte study found that CS teams with strong influence skills are 2.5 times more likely to secure executive support for their initiatives.
Effective CS pros:
Build credibility and authority in their domain
Use social proof and success stories strategically
Leverage reciprocity in relationships
Understand stakeholder motivations
Find win-win solutions
Mastering the art of influence allows CS leaders to drive change and secure what they need to succeed.
Jill Favro Sawatzky, Chief Customer Officer at Thought Industries, emphasizes the importance of teamwork:
"Our leadership is very transparent. They provide regular updates on our financials, our go-to-market strategy, important changes to the market, and the impact on our business. They don't treat any department or any role as not deserving of this information, and everyone is empowered to seek clarity, challenge ideas, and recommend alternatives."
Read my full interview with Jill Favro Sawatzky for more insights.
For more on influencing stakeholders, check out my article on Balancing Sales and Customer Success in SaaS.
6. Adaptability and Continuous Learning
The SaaS landscape is constantly evolving, and successful CS professionals must be able to adapt quickly.
According to the World Economic Forum's Future of Jobs Report 2023, 44% of workers' skills will be disrupted in the next five years.
Key traits include:
Embracing change and new technologies
Staying updated on industry trends and best practices
Seeking out learning opportunities and professional development
Being open to feedback and continuously improving
Adapting communication styles to different stakeholders
CS pros who prioritize adaptability and continuous learning are better equipped to handle the challenges of a dynamic industry.
For resources on continuous learning, explore my Best Courses for Customer Success and Experience.
7. Teamwork
Customer Success requires strong collaboration across functions.
A 2023 Harvard Business Review study found that companies with strong cross-functional collaboration are 5.5 times more likely to be high performers.
Top CS professionals:
Set clear shared goals and expectations
Recognize and leverage diverse strengths
Give credit generously to team members
Create an inclusive environment for ideas
Celebrate wins and milestones together
Great teamwork leads to better outcomes, higher job satisfaction, and accelerated growth for CS pros.
Learn more about building effective teams in my Customer Success Team Building Guide.
Developing Your Customer Success Skillset
Now that we've explored these essential skills, you might be wondering how to develop them further.
Here are some actionable steps:
Seek mentorship from experienced CS leaders
Attend industry conferences and workshops
Pursue relevant certifications (e.g., CCSM, CSM-P)
Join customer success communities and forums
Practice active listening and empathy in your daily interactions
Take on cross-functional projects to broaden your skillset
Regularly solicit feedback from customers and colleagues
Nick Mehta, CEO of Gainsight, emphasizes the importance of continuous skill development:
"In the rapidly evolving world of Customer Success, those who consistently invest in their skills and adapt to change will be the ones who thrive and lead the industry forward."
Focusing on these areas will help you excel in Customer Success and drive measurable results for your customers and company.
Which of these skills do you want to prioritize in your own development?
Let me know in the comments!