Success is Personal

I’ve noticed a trend as of late that causes concern, pause and exploration; centered around the notion that “Customer Success is Broken”. Is it? Or are the… people starting to feel broken??

[FWIW Everything is broken these days, or so it seems scrolling LinkedIn. But I digress…]

It led me to dig in and better understand what’s really behind this idea of “brokenness”. So, a few weeks ago, I spent some time exploring the Customer Success related communities on Reddit (you know, where people really go to let it all out, anonymously). I was overwhelmed with the various sentiments CSMs are feeling. Some common posts centered around the following:?

• Feeling stuck
• Burned Out
• What’s next after CS?
• I didn’t sign up for a Sales role?
• Not sure there’s any growth?
• I was excited but now loathe CS

Phew.?

But then I realized something. I, too, had similar thoughts along the way. I’ve experienced some of the “brokenness” in Customer Success. Fundamentally, I do believe there are some critical focus areas and components that need re-evaluated (more on that soon). But more than anything, I realized…

WE are a part of the “brokenness” problem.?

In an industry constantly undergoing an identity crisis and rebirth cycle… it’s only natural that we are feeling a bit of whiplash from the constant, confusing and unstable changes and shifting priorities.?

To add insult to injury, we work In a profession that is constantly measured (validated) by outcomes, be it revenue, satisfaction, goal attainment, etc.. It can be easy to lose sight of what really matters, especially when those anchors of success are shifting every few years.?

As I work more with both ICs and leaders feeling this way, there are 3 consistent themes that emerge every time:

1. They’ve based their identity primarily on what they do for work?
2. They attribute their worth and value solely to the work they do (external validation)
3. They either haven’t created one at all or they’ve taken on a definition of success that’s not of their own creation.

Already know that’s you? Great, proceed. Not sure it’s you? Great, proceed.?

Try this Exercise:

Take out a piece of paper and answer the following questions (write them down):

1. WHO am I? You cannot include: marital status, parental status, familiar status, your company, profession or your job title.
2. What am I truly great at? This can be both things you’ve learned to do well and/or attributes that make you… you!?
3. What does success look like, for me, at this point in my career? Remember- for you. Not your company. Not your customers. What do YOU deem as success?

How hard were these three questions to answer??

If you’re like many, the answer is hard.?And likely, you've got some more thinking to do in defining your personal success.

Defining success on your own terms allows you to:

• Have an anchor for motivation and engagement: There’s as much in it for you as there is for the team, your customers and the business.?
• Be agile: There are multiple ways to achieve your definition of success. If one way doesn’t seem to be working, you can pivot and try a different strategy.?
• Take ownership and accountability: There are A LOT of things out of our control in customer success. Having a personal definition of success allows you to hone in on what you can control: your effort, your attitude, your creativity, your emotions and your reactions.?
• Growth and Development: Related to the above, you can take charge of what your learning path looks like. Instead of waiting for a leader to tell you what to work on, you can lean-in and fully own it.?
• Resilience: When our goals are personal and self-defined, we are more likely to persevere through challenges.

We have to anchor on the very things as individuals that we can control so we’re more open and adaptable to all that we cannot.?

As such, when navigating this career journey in Customer Success, remember that while external factors and company metrics are important, your personal definition of success holds even greater power. Take the time to reflect, redefine, and realign your goals. Your career is a marathon, not a sprint, and the path you choose should (and can!) bring you fulfillment and growth. But only if you double down on what matters most.?

You.

I hope you stay tuned for additional thoughts, insights and exercises to help (re)define YOU on the quest towards Personal Success.?

Energetically,

Jenny

PS- I’d love to hear your thoughts, insights or any feedback you have. I’ve been trying to find a way to merge my experiences working in Customer Success with fundamental concepts I practice with my coaching clients, so I’m starting here. If it’s working, let me know. If it’s falling short, let me know. It’s my goal that I write content that’s most beneficial for you.?