Customer Success Careers

“You need to be more strategic.” Those dreaded words from your manager leave you frustrated and unsure of what to do next. But what if you could stop reacting to problems and instead become a trusted strategic partner who commands respect from both your customers and colleagues? Chad Horenfeldt—who has spent over two decades as a customer success manager (CSM) and building out high-performing customer success teams at Eloqua (Oracle), Kustomer (Meta), and other companies—shares a battle-tested approach to elevate your impact and advance your career. In The Strategic Customer Success...

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.

Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.

In Digital Customer Success: The Next Frontier, a team of trailblazing customer success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in customer success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it-without ever needing to reach out to a live customer success manager.

If leaders aren't integrating their digital offerings into a philosophy of customer success, they will be defeated in the next decade because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer.

What are companies like Uber, IKEA, Belgo, and Eurostar doing that makes them so profitable? They know how to scale relationships. But online gurus are lying to you about scaling to hundreds of clients without creating an exceptional customer experience. Ben and I created this book with that in mind. When you feel like there is much more to be done in how you serve your clients, we’ve got you. For a long time, marketers--specifically in the online space--have been making bolder and bolder promises.

Customer Service Success, The 6 Keys To Deliver A World-Class Experience, offers you new solutions to the age-old challenges that you face in your business every day…How do you keep your customers happy so that they never leave you? How do you get your clients excited to come back to your businesses time and time again? How do you create raving fan customers that will tell all of their friends, family and colleagues that they must to do business with you? This book will answer all of these questions for you and more in a simple, easy-to-follow format that is entertaining and educational. ...

His work is cited by the world's best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic best seller - one of the most influential business books of all time - innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right - yet still lose market leadership. Christensen explains why most companies miss out on new waves of innovation.

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.

Here is the bestselling guide that created a new game plan for marketing in high-tech industries. Crossing the Chasm has become the bible for brining cutting-edge products to progressively larger markets. This revised and updated edition provides new insights into the realities of high-tech...

In this audiobook, you'll learn a structured and sustainable approach to continuous discovery that will help you answer each of these questions, giving you the confidence to act while also preparing you to be wrong. You'll learn to balance action with doubt so that you can get started without being blindsided by what you don't get right. If you want to discover products that customers love—that also deliver business results—this audiobook is for you.

"Building Better Relationships" provides actionable strategies for construction professionals to elevate their business by prioritizing strong relationships. Emphasizing trust, transparency, and genuine connection as the foundation for success, the book introduces the "Relationship Bank Account," a framework for understanding how interactions build or erode goodwill. Readers will learn to practice empathetic listening, manage expectations strategically, and skillfully handle conflicts, turning challenging situations into opportunities to reinforce trust.

In the old days, when we made physical products, setting project goals wasn’t that hard. But in today’s service - and software-driven world, “done” is less obvious. When is Amazon done? When is Google done? Or Facebook? In reality, services powered by digital systems are never done. So then how do we give teams a goal that they can work on? Mostly, we simply ask teams to build features - but features are the wrong way to go. We often build features that create no value. Instead, we need to give teams an outcome to achieve.

The best financial advisors are well equipped to succeed regardless of market conditions. Based on interviews with 15 top advisors, each doing several million dollars worth of business every year, The Million-Dollar Financial Advisor distills their universal success principles into 13 distinct lessons. Each is explained step-by-step for immediate application by veteran and new financial professionals alike.

Sales is a skill anyone can learn and master - and introverts are especially good at it once they learn how to leverage their natural strengths. Introverts aren't comfortable with traditional tactics like aggressively pushing a product or talking over a customer's objections. That's the beauty of The Introvert's Edge: it doesn't focus on the sale itself but on a sales system that helps introverts feel sincere instead of sales-y.

Relationships are the foundation of our long-term business success. The problem is a million things get in the way. But there’s a simple solution to breaking through all this noise: Giving. When you focus on giving, you will remove your own mental roadblocks. You’ll be centered on solving the client’s problems and investing in their success. And you can build a system to consistently integrate the right moves into your busy work life. In Give to Grow, Mo Bunnell shows how to develop the growth mindset that keeps the focus on the relationship.

Instead of prescribing rigid scripts and protocols, The 5 Principles of IT Customer Service shows the listener how to live a more compassionate and empathetic life as a pathway to delivering exceptional customer service. Ignoring the dictates of most customer service books, The 5 Principles of IT Customer Service focuses instead on the timeless principles of pride in your work combined with compassion and empathy for our customers and colleagues, excellent listening skills, and an ability to treat all people with dignity and respect.

Do you dream of being a full-time artist? This friendly, practical guide shows you how to make your dream a reality, with expert advice on everything from writing a business plan to pricing your work and raising your profile as an artist. Learn how to start taking commissions and ensure your long-term success.

Clayton M. Christensen is a professor of business administration at Harvard Business School. Michael E. Raynor is a director at Deloitte Research. Together, they outline an innovative plan that urges businesses to create disruption rather than fleeing from it. Named one of 2003's Best Business Books by Business Week, this book is a Wall Street Journal and New York Times best seller.