Day 1. Personalization- A very powerful tool Let's picture this scenario; I ordered a plate of food from XYZ and I received a wrong order. I instantly become upset and in that same vim, reach out to their customer support team via call. After expressing my displeasure, the CX rep who knows only but my first name, begins to apologize and in the process calls my name. 'I am so sorry, Miss Ella, I do understand how frustrating this is...' In this scenario, the use of my personal name in the conversation plays a key role in de-escalating the situation. It is a subtle but powerful form of personalization. When someone uses your first name in a conversation, it creates a sense of familiarity and respect even if the interaction is happening remotely. This can make you feel acknowledged as a person and not just another complaint, case or issue to be resolved. If you are a CX rep reading this, also remember that personalization goes hand in hand with an empathetic tone as this can go a long way in transforming a negative experience into a positive one.

?? My journey into Customer Success wasn’t linear, and that’s okay! I was honored to join Gozde Gorce’s fireside chat for her How to Break into Customer Success course, where I shared my story and tips for breaking into CS. We also touched on: ? Key skills that hiring managers look for ? How to navigate career transitions with confidence ? Why now is the perfect time to enter the CS world If you’re exploring a career in tech or want to elevate your skills, this course has everything you need to succeed. More info in the comments! ?? #CustomerSuccess #CareerJourney #BreakIntoTech

?? Attention CSMs! ?? ?? Did you recently start a new job in Customer Success? ?? We want to hear from you! ??? Share your experiences and insights by participating in our State of Customer Success Job Search Survey. Your input will help us uncover valuable trends and facts that benefit the entire CSM community. ?? Fact Alert: On average, CSMs have been on their job search journey for 3.5 months before landing their new roles. ?? ?? Survey Link: https://cutt.ly/aewrSXNT Keep an eye out for the full report, where we’ll dive deeper into the data and provide actionable takeaways for your career growth. ?? #CustomerSuccess #JobSearch #CSMInsights #customersuccessjobs #customersuccessmanager

Exploring My Career Sweet Spot ?? Hey y'all! ?? Over the years, I’ve been fortunate to build a career that blends strategy, customer success, enablement, and data-driven decision-making. Along the way, I’ve created millions in business value, built relationships with C-level execs, and crafted scalable frameworks that drive results. ? But here’s the thing: skills are versatile, and roles come in many shapes and sizes. So, starting Monday, I’m kicking off a 10-part series to showcase the types of roles I’m best suited for and why I’d crush it in them. Whether it’s leading Customer Success teams, driving Revenue Operations, or crafting data-driven strategies, I’ve got a knack for solving complex problems and delivering tangible outcomes. ? Think of this as a journey through my career highlights. Each post will explore a specific role, provide examples from my experience, and explain how my unique skillset aligns. ? If you’re hiring—or simply curious about how skills transfer across roles—stick around. This could be as close as LinkedIn gets to a binge-worthy series. ? #CareerGrowth #CustomerSuccess #Enablement #SaaS ?

Today’s customer-centric business ecosystem has led to the rise of many different Customer Success roles and an expansive landscape of opportunities for Customer Success Managers who want to grow their career. But to achieve your dream Customer Success role, you’ll need to follow a targeted strategy and take a proactive approach to skill building. Go to the SuccessCOACHING Blog for everything you need to know about how to grow your career and get promoted in Customer Success, including a step-by-step guide to creating your own career growth strategy: https://lnkd.in/g7eXWAEc #customersuccess #customersuccessmanager #successcoaching #professionaldevelopment

Olivia and I are looking to chat with 10 hiring managers who've brought on Customer Success Managers in 2024. Our goal is to connect with 10 US-based hiring managers over the next 2 weeks to discuss YOUR experiences in today's competitive job market. We're curious about how your hiring practices have evolved and would love to pick your brain for 30 mins! If you've hired a CSM this year and are open to sharing your perspective, please reach out (either comment on this post or shoot me a message). ???? __ #customersuccess #jobsearchadvice

?? From Solving Problems to Shaping Success! Are you curious about how you could level up from Customer Service to Customer Success? This isn’t just a shift in title—it’s a transformation in how you connect with customers, moving from reactive problem-solving to proactively driving loyalty, growth, and delivering meaningful outcomes. ?? Does this sound like you? ? You’re a natural at building relationships that matter. ? You’re excited about using data and insights to guide decisions. ? You want to go beyond fixing issues to creating strategies that deliver real impact. If so, a career in Customer Success could be your next big move! ?? Not quite ready to step away from direct support? There’s still a fulfilling future in honing those skills and delivering incredible customer experiences. ? Here's your career pivot checklist and roadmap to get you started: ? Key skills to develop for this transition. ? Resources to help you grow. ? Practical steps to move from reactive support to proactive strategy. Tag someone who’s exploring their next career pivot—or share how you’ve shaped your own journey in the comments below! ?? #CareerGrowth #CareerPivot #CustomerSuccess #CustomerService #ZeroWastedPotential

Bookmark this! ?? 5 Questions I'd ask in my interviews to avoid ending up in a bad fit role... ?? How do you balance getting the visibility you need into your CSM's accounts with giving them the freedom to own their books? ^^(To avoid a super micro-manager) ?? What data are your CSMs empowered with to make strategic decisions about their accounts? ^^(To avoid a role where you have no data to work with) ?? What's something you feel like you spend a lot of time on that you wish you could take off your plate? ^^(To avoid a CSM role where you're glorified support) ?? What's one thing a lot of people don't understand about working in {industry}? ^^(To avoid joining an industry that's more complex/boring/etc. than you thought) ?? Can you give a recent example of how {company} helped someone on your team achieve their professional goals? ^^(To avoid a place where your professional development won't be prioritized) __ What are some questions you'd add to suss out a good vs. bad fit role? Drop 'em below and let's make this thread a go-to resource for all customer success pros! ___ #customersuccess #jobsearchadvice

?? **No Fear Friday: Bet on Yourself** ?? If there’s one thing I’ve learned as an experienced Customer Success Manager, it’s this: *betting on yourself always pays off.* In my career, I’ve built strong customer relationships by leading with trust, empathy, and a passion for helping others succeed. Whether it’s navigating complex challenges or celebrating milestones, I pride myself on being the partner customers rely on to achieve their goals. But it hasn’t always been easy to step into the spotlight. Early on, I’d hesitate to share ideas or take bold steps because I didn’t want to “overshadow” others. That mindset? It only held me back. Here’s what I know now: ? Customers value authenticity and a proactive approach. ? Teams thrive when you communicate and collaborate across departments. ? Success comes when you show up fully—confident in your skills, ideas, and impact. So today, I’m reminding myself (and you!) to *bet on yourself*. Don’t shrink to fit in—stand tall, share your voice, and let your expertise shine. If you’re looking for a CSM who loves building partnerships, empowers customers with knowledge, and drives measurable success, let’s connect. I’m always excited to make a difference—one relationship at a time. How are you betting on yourself this Friday? Let’s keep inspiring each other! ?? #NoFearFriday #CustomerSuccess #CSM #CustomerRelationships #Empowerment #Hiring

“I don’t have enough time in the day to get what I need done, done” If you find yourself saying the above, try this: Time Blocking. Time Blocking involves splitting your day, your week and your month into blocks of time that are dedicated to accomplishing your non-negotiable tasks. It’s a pretty simple concept but one that’s highly effective and ensures that you are making the best use of your time. It's a method that can easily be applied to any profession and has been known to work well for those in the Recruitment and Customer Success spaces. As an example, some of my Time Blocks consist of: ????Customer Success Priorities Time dedicated to Account Mapping, Planning QBR’s and developing Success Plans etc. ????Reactives Time dedicated to responding to emails or queries that won’t help me to do my day-to-day job. ????Personal Development Time dedicated to personal development and becoming a better CSM. -- What are some of your non-negotiable time blocks? #recruitment #recruiting #customersuccess