Unlock the Power of Customer Success Pipeline Stages in United Kingdom

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hey i'm diana the creator of the customer success project this is a platform to help you land a customer success job and in today's video we are going to talk about what is sas why is it a requirement and how can we align our skills and experiences to check off that sass box so if you haven't subscribed just yet please go ahead and do so i share a ton of content and videos on how to land that customer success job so let's get into this video i kick things off by googling why do i need sas experience for a customer success manager job and came up empty there are a ton of resources on what is sas what is b2b sas cloud sas but that's not what we need to know what we need to know is why do i need sas experience for this customer success job so i took it to the community that always has my back linkedin and on linkedin i got a lot of traction i got a lot of comments but i'm not gonna go one by one through the entire post what i wanna do is just look at four answers that i believe 100 nail or question why do i need sas experience for this customer success manager job so let's kick off with the first one kevin's comment kevin says it's all about autonomy as a customer success manager you are responsible for your schedule no one's really coming to the rescue no one's breathing down your neck so there's a lot that you need to do on your own and part of that means there's sometimes minimal documentation of processes right what should i be doing when x happens he goes on to say that some cs teams aren't equipped with the resources needed to have processes and documentation but also just overall bandwidth to produce these things and if you're thinking well that's the company's fault they should be providing the resources i want you to take two things into consideration number one customer success is still relatively new we're the new kids on the block which means that we're still trying to demonstrate our roi what do we bring to the table and number two because of that we don't have the resources that are afforded to other teams so where does that leave you you need to be autonomous you need to be resourceful you need to do things without a lot of direction it's almost like building that ikea furniture without the instructions that are not even that good now let's look at the second comment which is from annie and hers is all about storytelling and data let's take a look annie's comment is what we dream of when it comes to an organization that's teaching us what sas is she goes on to say that they fill this gap by teaching sas organizational structures and key terms in addition she also goes on to say that they focus on voice of customer how our customer success managers advocating for their customers within internal teams like product another part she focuses on is storytelling data storytelling which is incredibly important as a customer success manager not only with your customers but also internally she goes on to say that these aren't things that you would know unless you worked in sas and there is a very steep learning curve i totally agree with annie on this and i give her massive props for putting in place something that teaches her csms about sas you can find a little surprise in the description of this video i have left you a couple of resources that address some of the things that annie wants you to know like voice of customer sas organizational structure and data storytelling next up we have emily's comment and i would say this one covers a lot of the basics so let's unpack it i found three trends in emily's comment the first one is about working style working at a sas company is incredibly fast-paced which means that you need to stay on top of all the changes that are happening and also educate yourself on these changes and how it impacts your customers the point where emily says you have to understand the model of continuously building relationships for us and that way getting revenue is almost like life cycle management there's life cycle management and customer success which we'll cover at some other time and then there's this relationship management throughout the customer's life cycle the way we can interpret that is building that ongoing relationship with customers delivering the value of the product and also knowing what to do in certain settings for example would you approach a customer that's at risk the same that you would do a customer that is healthy when you want to inform them of a new feature and then our last point is about technical knowledge this can be incredibly complicated and i could make plenty of videos on trying to understand the technical depth that's needed to be a customer success manager but i'll say this it depends on the company that you work for so i'm going to use outreach as an example now outreach is a sales platform and outreach might connect to other tools as well to help it be a stronger tool so for example it might connect to salesforce which is a crm it might also need to connect to gmail which is mail it might also need to connect to something like zoom info which enhances your information on contacts so it's not just knowing about outreach it's also outreach's tech ecosystem and that's where things get complicated and last but not least we have leona's comment which i absolutely love leona shares that they do hire folks that don't have sas experience and they do great in their role but when they do ask for sas experience there's often a couple of things that they're looking for and they do a bit of pairing buddy system to help that non-sas experienced person get up to speed so why the sas experience she breaks it down into three parts the first one is managing product feedback so if we think back to annie's post we talk about voice of customer and the importance of working cross-functionally with products it's super important that csms know how to communicate effectively with product understand a product life cycle or development cycle and also how to do the data storytelling and at this point if you're wondering why do we have to have such a strong relationship with product well it comes in a lot of different forms but here are the top three the first one is the most common one which is a feature request a customer wants you to have something available in your platform so they're requested through you the second thing is enhancing a feature that already exists well you have this integration but can it do this other thing and then the third thing is also reporting bugs there might be something that's not working effectively within the tool and all of that the csm needs to communicate from the customer over to the product team the second point that leona mentions is mainly around commercials as customer success managers we need to build relationship but ultimately we are tied to revenue net revenue retention specifically and the way to do that we need to understand what the renewal process is like how to do upsells the important levers that we need to pull to get a customer to buy another plan or add more accounts or buy another feature a very prominent leader in customer success rob dollywall put it best customer success is a sell and sell again motion there is no such thing as post sale and the last point that leona mentioned is again technical conversation so can you handle a conversation that's related to something like apis knowing the basics of these technical concepts really come in handy when you're on a call with a customer because they will ask questions now another part of being a customer success manager is building trust it's becoming that elusive trusted advisor and to do that you need to show that you know what you're talking about aka know about technical things that was a lot that was intense we covered a lot and hey i want to say good job for making it to the end of this video because you're one step closer to knowing more about sas yes there is a steep learning curve but i want you to enhance your learnings through blogs through podcasts through anything that's going to help you learn more and level up and as homework if you don't have a doc already going with things that you're learning and things that you should learn next you should definitely do that do it right now that's a wrap for this video if you liked it please leave me a thumbs up subscribe if you haven't and in the comment section if there's anything that you would like to know just let me know drop me a comment i'll see you in the next one