Welcome back to another edition of Careers&Things! I’m really excited because we’re finally launching our No-Code Tech Careers mini-series, where we profile incredible young people who have made pivots into various Tech careers. The mini-series features:

• Information on the typical kinds of no-code roles that exist within Tech;
• The many ways in which people have found their way into these roles;
• Advice on how you can make your switch.

Name: Sizwe Mase

Role: Customer Success Manager (CSM)

Sector: InsurTech; B2.

Company: Root. Root is an end-to-end digital insurance platform that enables you to launch new [insurance] products and digital engagement channels fast.

Tech jobs Category: Customer Advocates!‍

What is a Customer Success Manager/What does a Customer Success Manager do?

A Customer Success Manager is a client’s biggest advocate within the company. CSMs look out for their client’s business interests. They work with clients to find solutions to their biggest pain points using the company’s products and services. CSMs are also responsible for creating Champions[ people who love and are loyal to your product/service] within the client’s business. This is to ensure clients continue to see your company as the best company to solve for their business needs and to drive increased alignment and value creation.

CSMs do this in three main ways:

• Building strong relationships with clients and ensuring they have a great experience working with your company;
• Identifying opportunities to bring value to clients using our products and services (and beyond where possible); and
• Rallying internal teams and stakeholders to creatively and appropriately work towards clients’ requirements.

What does a typical day in your role look like?

A typical day consists of:

• Client meetings: Discussing and reviewing ongoing projects [in alignment with customers success plans] to ensure projects are on track; resolving and unblocking ongoing issues; planning for new products and services.
• Stakeholder meetings: Meetings with ecosystem partners to find solutions to ecosystem-level issues. These allow for our company to solve for clients’ concerns in more strategic and impactful ways.
• Deep work: This is time put aside each week to think about and work on client pain points in more strategic ways that bring about new value creation. Value creation is critical as it ultimately builds longer-lasting relationships.

What do you enjoy most about your role?

Value creation. I enjoy value creation because it requires me to understand both my company and my clients’ values, products, and services extremely well so that I can find synergies and see how I can build value. It requires creative problem solving skills and I love that the most.

What skills, qualifications, and experience are required to get into this role?

Skills:

• Client communication skills (especially C-Suite client experience);
• Translating client needs into projects/work;
• Creative problem solving;
• High-speed execution.

Previous Experience Required:

• Preferably a client-facing role in which you’ve dealt with C-suite/Senior management;
• Experience leading a team or project;
• Experience in building relationships and delivering on client goals (or strongly influencing these).

Qualifications:

Different academic backgrounds lend themselves well to being a Customer Success Manager. I have seen CSMs who were previously in Sales, Law, Engineering, etc. What’s most important is which industry you know and understand well and how you can leverage that knowledge to create value for your company and your client.

What advice would you give to people trying to get started in this role?

• Focus on your strengths — double down on your current strengths and skills in your current role that are transferable to CSMs roles. Find ways to bring these skills to the company by aligning with the company’s values, customer needs, etc.
• Be open to continuous learning & growth — there is a plethora of information online on how the role of CSMs is growing and changing. Follow the conversations and keep learning.
• Look for alignment with company values — look for companies that have a mission you believe in. This makes anything you do more impactful and enjoyable
• Apply your mind — be creative about how you apply to roles, use all the resources at your disposal i.e. LinkedIn, Your network, Mentors, etc. and remember nobody can your story better than you!

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For any feedback on how we can improve this segment (other questions you think we should ask, etc.), please get in touch with us at wandedigital@gmail.com or simply leave a comment here!

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