Customer Success

Customers are the lifeblood of any business, and it cannot be overstated how important it is to maintain a relationship with them. This is where customer success managers come in. Here at Salt, we have long-standing experience in finding suitable roles for customer success managers across Asia, operating at all levels.

Jobs: Customer Success

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Opportunity 

Working in customer success is in huge demand, with a 2018 study by LinkedIn finding it the third most promising job roles. This is no surprise when you consider the importance of client retention to any company’s success, so those with the right skills should have no trouble securing themselves these roles

What does a Customer Success manager do?

Working to build relationships with clients, customer success roles are concerned with ensuring satisfaction and retention. This begins with onboarding a client and working closely with them to address any questions or issues they have with existing products or services. Customer success roles also require training clients on how to use products like software applications, to enable businesses to run as efficiently as possible.

Recent changes in the customer success sector

The landscape of roles in customer success is being drastically altered through the rising use of software and tools which allow direct collaboration with clients. These also allow for a more proactive approach to management, to identify the priority needs for individual clients, as well as planning campaigns months in advance, in order to add value and establish a transparent relationship with the client.  

Future prospects

Future prospects for customer success manager depend massively on the performance of their previous campaigns. Both roles offer the chance to gain salary raises or promotions if their work is good, and the next steps in your career path will likely lead to a position as an account director.

 

  • Salt’s advice for getting a Customer Success job

    Employers’ requirements

    Customer success depends on having a proactive account manager at the helm of a project. To flourish in a customer success career, you will need excellent communication skills, as you’ll either be pitching to clients or explaining to them how certain products work. Analytical skills are also a must, in order to determine whether or not a client’s existing products should be updated. You’ll also need to demonstrate project management skills, and be able to work well under pressure.

    CV requirements

    Employers will want to see proven experience of working with a portfolio of accounts, and a good track record of meeting targets and KPIs. You should be able to demonstrate exactly how you have pitched products to clients, and how they have benefited as a result, using figures to back these assertions up.

    Interview preparation

    Make sure you comprehensively research the company you’re interviewing for—being able to outline how you would improve their processes would be highly beneficial. You should also be prepared to answer questions on previous career challenges, as well as how you go about meeting targets and managing client expectations.

    Educational requirements

    A degree in business administration or a related field is usually required for most roles in customer success management, although many do enter these positions with degrees in subjects like law and marketing. Work experience is just as crucial, however, and employers typically like to see anywhere between 1 and 5 years experience in a similar type of role.

Top Tip

"Detail your metrics and milestones on your resume, go in detail on retention and up-sell KPIs you’ve been measured against and how you delivered. Discuss your industry knowledge, exhibit your customer-facing skills, and showcase your analytical abilities."

— Zulfadhli Zulkifli, Consultant

Speak with Zulfadhli Zulkifli about Customer Success

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