Why Customer Success is More Than it Seems

Have you ever wondered what customer success is really like? If asked for a mental image, one of a worn-out employee trying not to cry while a furious customer demands a refund without a receipt might come to mind.

What if I told you that the various roles in customer success were more vital and complex than that? 

Think of it this way, the customer is the heart of the business. If a company has a fantastic product, a seamless internal communication network but no customers, that business wouldn’t last long. As a customer success representative, you are tending to the heart of the company, and reporting information back to the rest of the workforce so they can create what the customer truly desires, and keep blood pumpin’.

You may be wondering what it might take to succeed in this type of role. Here’s a quick list: 

1. A Problem-Solving Mindset

Do you like solving problems? In a customer success position, that is your number one goal. Clients are having issues. They need help. So, they come to you, seeking support. If you are that friend that everyone else comes to with their problems, you might make a great customer service rep. 

2. Empathy

Does your heart go out when you hear that someone else is struggling? Do you feel their pain? Want them to succeed? In any customer success role, being able to put yourself into the shoes of the customer is vital. Understanding the struggle they are going through will allow you to better support and connect with your client to solve present and future ventures.

3. Flexibility

If you are interested in learning more about your company, its operations, and the products, customer service is an excellent spot for you. By hearing customer struggles, likes and dislikes, you’re gaining vital information that your coworkers need. You can provide your neighboring sales department with intel on which aspect of your product is actually the most appealing to potential leads. If customers are displeased or facing issues with a certain aspect of a product, you can relay that back to the product engineering team. The back and forth that happens between you and other departments will expose you to a wide range of roles in your company, and you will gain a comprehensive understanding of the products through actively working alongside customers throughout their journey in utilizing them.  

Customer success is more than the worn-out stereotype. It is an essential role to any business, filled with new possibilities, opportunities, and chances to make someone else’s day a little brighter.