Customer Success is no longer just support

By Charlotte Magnall
Jun 18th 2018

For many, Customer Support has never really felt like a career path. It’s often coupled with the stigma of being ‘just a job’, but in the last few years something has changed. Customer Support has suddenly become a much larger focus for a lot of companies, pushing to keep customers at the centre of all products.   With this sudden focus on customer experience, Customer Support has become much more than just answering phone calls or emails. Customer Success, as we like to call it, is about finding out what the problems are and fixing them before others experience the same issues. It’s about improving the product and ensuring we are providing what our customers need as well as what they may want. With this in mind, the job has started changing and with it the career, too.   Recently, I attended the London Support Lab: Hiring and Management conference as a panellist, discussing how we at TotallyMoney work to support and manage our Customer Success team. It was a great experience and was amazing to see that so many other Customer Support teams are pushing to make the same changes within their own organisations. Discussing Support Management with others from Monzo and HelloFresh gave me a great insight into how our team may develop as we grow, and how best to ensure we provide our members with that same opportunity.   https://twitter.com/geckoboard/status/996856251576438784   One of the most interesting discussions we had was around progression paths. For many jobs, but especially jobs in Customer Support, members feel like their only progression route is to manage. But not everyone wants or has the passion to be a manager. That’s not to say they wouldn’t be able to do the job, but if I hated dancing, is it really the path I would want to take for a career?   At TotallyMoney, we pride ourselves in ensuring our team are provided with the opportunities that suit them. Why should Customer Support be any different? Having had these discussions, it became clear that I needed to path out a number of opportunities for our growing team, ensuring that each team member, now and to come, will be provided with accurate and appropriate goals for them. From this, we came up with a number of important roles within Customer Success:   Product Liaison — ensuring we communicate customer problems to the business and where necessary, follow these up to ensure the product is changed where appropriate. Content and Communication — ensuring the FAQs are up to date and ensuring our customers are empowered with as much information as possible to understand how our product works. Learning and Development — training the company on customer issues and ensuring we all remain aware of customer issues and the policies in place to help these customers. Analyst Team — analysing the type of issues raised by our customers and understanding the relationship between these and the product.   As you can imagine (alongside the expected routes of complaints and enquiries) all four of these require different skills, meaning there is a path for everyone no matter what their strengths. For myself and for TotallyMoney, I feel that this global push towards customers has provided some great opportunities. Hopefully soon, if not already, Customer Support will be seen as much more than ‘just a job’.