How to Transition from Customer Support to Customer Success

Switching from support to customer success management can be a rewarding move.

Customer support professionals, already skilled in working with customers and solving problems, have a solid foundation for entering Customer Success.

However, there are challenges to be aware of.

Here are some practical examples and advice for a successful transition in no time:

Identify Your Transferable Skills

Look at your current role and identify the skills that are transferable to customer success.

Highlight these skills on your resume and in your job interviews.

Communication, problem-solving, time management, building relationships, and product knowledge just to name a few.

Network with Customer Success Professionals

Reach out to customer success professionals in your network and ask them about their experiences.

Attend industry events and conferences to meet new people and learn about the latest trends and best practices:

17 Powerful Networking Secrets for Conferences [Part 1]

Consider Certifications

Many think getting certified is not worth the effort.

But still, it can be a great addition on to your CV in particular if you’re just getting started in Customer Success.

Several organizations offer certification programs:

Best Certifications for Customer Success Managers

Learn from Customer Success Examples

Study real-life customer success examples from reputed brands to get insights into what works and what doesn't.

For example, Mailchimp's onboarding materials and Airtable's templates are great examples of customer success marketing.

Be Proactive

Be prepared to take the initiative and reach out to customers before they have a problem.

Use data and analytics to identify potential issues and address them before they become major problems.

Key Differences Between Customer Support And Customer Success Management Approach

Customer support is reactive, focusing on resolving issues and providing assistance when customers reach out.

Customer Success, on the other hand, is proactive, involving regular communication and strategic planning.

Examples Of Customer Success Management Tasks

• Building relationships with customers

• Onboarding and training

• Monitoring customer health

• Upselling and cross-selling

• Advocating for customers and more.

Common Misconceptions About Customer Success Management

• Customer success managers are "yes" people.

  One of the most common misconceptions is that customer success managers are "yes" people who always agree with customers—that is absolutely wrong.

  While customer success managers are responsible for listening to customer feedback, they also need to be able to push back on unrealistic expectations and offer a consultative approach.

• Customer success is only the responsibility of customer success managers

  Another misconception is that customer success is only the responsibility of customer success managers.

  But Customer Success is a company-wide mindset that involves all departments.

  From product developers to sales associates and customer service representatives, all departments must continually collect client feedback and disperse data.

• Customer success is the same as customer support

  While both roles involve working with customers, customer success takes a more proactive approach, focusing on building long-term relationships and helping customers achieve their goals.

  Customer support, on the other hand, is reactive, focusing on resolving issues and providing assistance when customers reach out.

• Customer success is all about hands-on service

  While providing support is a key part of customer success, it is not the only focus.

  Customer success managers also work to identify opportunities for upselling and cross-selling, monitor customer health, and advocate for customers within the company.

• Customer success is only for tech startups

  Customer Success is relevant to any business that wants to build long-term relationships with its customers and drive business growth.

  It’s a critical growth lever that can benefit any business, regardless of its size or industry.

20 Short Pieces of Advice for People Who Want to Move from Support to Customer Success Management

1. Understand the key differences between customer support and customer success management.

2. Identify your transferable skills and highlight them on your resume and in job interviews.

3. Network with customer success professionals to learn about their experiences.

4. Attend industry events and conferences to meet new people and learn about the latest trends and best practices.

5. Consider getting certified in customer success management.

6. Study real-life customer success examples from reputed brands to gain insights into what works and what doesn't.

7. Be proactive and reach out to customers before they have a problem.

8. Use data and analytics to identify potential issues and address them before they become major problems.

9. Build strong relationships with customers by understanding their needs, goals, and challenges.

10. Provide onboarding and training to help customers get started with the product or service.

11. Monitor customer health by tracking key metrics such as usage, adoption, and satisfaction.

12. Provide ongoing support to customers by answering questions, resolving issues, and providing guidance.

13. Identify opportunities to upsell or cross-sell additional products or services to customers.

14. Act as an advocate for customers within the company.

15. Be quick on your feet and able to think critically and make informed decisions.

16. Have a marketer's mind and be familiar with liaising with all departments of the business.

17. Be able to communicate effectively with customers, colleagues, and stakeholders.

18. Be able to manage your time effectively and prioritize tasks.

19. Have a deep understanding of the product or service you are supporting.

20. Be open to learning new skills and adjusting to a different work environment.

As you can see, transitioning from a career in customer support to customer success management is a significant step that offers exciting opportunities for professional growth.

To succeed in this transition, you must understand in priority:

• the key differences between customer support and customer success management,

• identify your transferable skills,

• network with customer success professionals,

• and learn from real-life customer success examples.

Do this and you’ll be ready to hit the ground running.

I hope that helps,

Hakan.