14 Skills For A Customer Success Manager (Tips To Develop)
By Indeed Editorial Team
Updated 28 August 2022
Published 12 May 2022
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
A customer success manager guides prospective customers through the process of sales and helps them become satisfied customers. If you want to pursue a career as a customer success manager, you may need the right set of skills to succeed at your job. Knowing the skills the job requires may help you to prepare for your career path and also present them on your resume effectively. In this article, we discuss 14 skills for a customer success manager and guide you on how to develop each of these skills.
Important Skills For A Customer Success Manager
Here are 14 skills for a customer success manager, along with some tips on how to develop them:
As a customer success manager, you may talk to customers daily. Your job is to ensure that accurate and appropriate information goes from the organisation's sales team to the customer and back to your internal team. The job may require you to communicate over the phone, through emails, online chats or presentations.
To develop this skill, consider finding ways to improve your verbal and written communication methods. There are several soft skill training programmes available through online learning platforms that can help you learn ways to effectively communicate with others. Also, ensure your grammar is accurate for all kinds of written communication. During an interview, highlight examples of your presentation skills and talk about situations where you succeeded in negotiating a deal.
Related: How To Improve Communication Skills
2. Attention to detail
You may receive feedback from customers as a customer success manager. To ensure customer satisfaction, it is important to analyse the feedback and provide solutions. Attention to detail is an effective skill to analyse information accurately. You can improve this skill by implementing a healthy lifestyle that helps you maintain a focused mind and high levels of energy. You can present this skill in an interview by giving examples of your analytical skills. For example, you can talk about a time when you identified minute errors in emails that other people overlooked.
Empathy is a necessary skill in the job of a customer success manager because it helps you understand the customer's point of view. When you look at an issue from the customer's perspective, it helps you identify the key points that may need improvement in your product or service. One way to develop empathy is to talk to people from different backgrounds and listen attentively to what they say. A good way to show that you understand their perspective during an interview is to be courteous, genuine and express compassion to others during the process.
4. Organisational skills
As a customer success manager, you may have varied responsibilities, including making phone calls, sending emails and filing customer feedback. Time management and an organised approach to work are important skills. You can develop this skill by learning strategic planning, defining goals, implementing time management techniques and maintaining a work-life balance. During an interview, you can explain how you set priorities and defined goals in your last job. You can also talk about meeting team goals and how you efficiently assigned tasks to various team members.
5. Relationship building
Often, customers have multiple points of contact. Your job may involve communicating with several people in the client's team. A vital skill in such a scenario is relationship building. This skill enables you to oversee smooth functioning within and across teams, both internal and external. To develop this skill, you can learn to be prompt in time commitments and be willing to accept differences. In an interview, give examples of how you managed differences in your previous team and how you used communication as an effective tool to mitigate those differences.
As a customer success manager, when you are not solving customer issues or managing a prospective customer's challenges, it is your responsibility to prepare for any upcoming tasks. This may include designing a presentation or supporting a salesperson. You can become more proactive by learning how to anticipate future issues, taking ownership and preparing for events ahead of time. Include in your resume or interview any extra project you completed in your last organisation.
7. Professional flexibility
You may communicate with high-level executives as potential customers. The information you gather from these executives often goes to different teams in the internal organisation and the customer's organisation. You may be required to quickly learn what information to share, with whom and how. This is the skill of professional flexibility. To develop this skill, you can practise mindfulness to calm your mind and plan your communication proactively. In your interview, you can give an example where you reorganised tasks to quickly manage the crucial challenges of a customer.
Your job as a customer success manager is to communicate effectively with different kinds of people. Being sociable is a skill that can help you comfortably talk to people regardless of their differences. Some of the ways to develop this skill are to maintain eye contact during face-to-face communications and listen attentively during phone conversations. It also helps to create genuine bonds with personable customers. During an interview, you can focus on your sociability skills as part of your communication with the interviewer.
The conversion of a prospective client to a customer is often a long process. Your job is to be available for the customer through any changes during the journey. For this, try to be aware of non-verbal cues from the customer to perceive these changes. Developing your perceptivity for non-verbal communication involves reading body language. Also, you can develop the habit of fact-checking before reaching decisions. In an interview, you can talk about a pilot project at your last job and how you managed daily changes in the project requirements.
Confidence may sound like a personality trait, but it is also a skill you can develop. As a customer success manager, you may benefit from confidence to optimal decisions quickly. Your confidence may give the prospective customer the assurance to finalise a deal.
Even if you feel confident at work, it may be beneficial to attend confidence or self-esteem building classes to further enhance this skill. Such training can also help you identify areas in the workplace where your confidence can be most useful. During an interview, your interviewer may evaluate your confidence based on your voice, posture, breathing and answers.
11. Problem-solving skills
Customers may have complex and unique problems. As a part of your job, you can try to discover the real reason behind the problem and devise ways to resolve it. You can solve it with the help of your internal team, but some problems may require instantaneous solutions. This is where problem-solving skills may help in this job. Learning problem-solving tools such as flowcharts, strategy maps and fish bone diagrams can help you develop this skill. In an interview, you can talk about an overlooked situation in your past job that you analysed and solved.
In this role, you often lead the process of converting a prospective client and managing challenges that the customer may face throughout their relationship with the organisation. You may also delegate a lot of the tasks across teams. Assertiveness can help ensure the completion of these tasks.
Assertiveness is being determined but not aggressive. This is a special skill you can develop by practising being direct and persistent. Rehearse what you want to say and also be approachable. On your resume, you can add your leadership and conflict management skills to demonstrate assertiveness.
As a customer success manager, to achieve customer satisfaction goals, you may constantly strive towards solving problems in innovative ways. Multiple challenges may appear at the same time and that is when you can show your resilience. To develop resilience, you can practice calming your mind through breathing techniques. Also, building compassion by being attentive and kind to others can help develop resilience. In an interview, you can talk about how your role grew in your last organisation and how you managed the extra workload and the changes that happened with it.
14. Instructional skills
Your job as a customer success manager also includes teaching the customer how to operate a new product or use a new service. You also may instruct the salespeople on new upgrades of a product. This may require you to improve your instructional skills.
To develop this skill, you can improve your presentation methods by preparing in advance and using visual aids. You can also maintain a calm and open mind through mindfulness and research answers to questions that your customers or the internal team may ask. If you have previous experience as a trainer or an instructor, you can include them in your resume and talk about them at the job interview.
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