Navigating the Competitive Customer Success Job Market: 3 Strategies for Success
By Ejieme Eromosele
After a tumultuous period of tech layoffs, there's finally some light at the end of the tunnel as tech companies begin to hire again. While this may bring relief to job seekers, there's a new challenge on the horizon. With almost 400,000 layoffs in 2022 and 2023, the job market now presents an overwhelming surplus of candidates competing for a limited number of tech and CS roles.
The popularity of Customer Success, coupled with its appeal to tech transitioners, has driven competition to an all-time high in the CSM job market. To thrive in this competitive landscape, job seekers must strategically position themselves to attract potential employers and successfully navigate the hiring process.
Assuming you’ve already got the basics of CS job search 101 down, here are three strategies to help you stand out in the Customer Success job search process:
STEP 1: GET TARGETED
To secure interviews for your next CSM role, it's crucial to focus on quality over quantity. While casting a wide net by applying to numerous positions may seem tempting, only relying on a “spray and pray” approach may lead to disappointing results. Instead, invest time in self-evaluation to identify the types of companies and roles that align with your strengths and interests.
To get targeted, it starts with you. Have you done the self-evaluation of which types of companies and roles you’d do best in? If not, invest time in that and start here. I’ll write more about how to do this in my next article.
For now, the goal is to create a shortlist of 20-30 priority target companies and roles that you genuinely want to pursue. These are the organizations worth dedicating more time to, even if they are not currently hiring. Focus your efforts on these priority targets to maximize your chances of success.
STEP 2: DO YOUR HOMEWORK
Now that you have found a “priority target” company with an open CS role, now it’s time to do your homework.
Ok, I know everyone says this. And in any job search, it should be a given. It typically looks something like this: You go on the company's website, read a few case studies, and check out the Linkedin profile of the interviewing team. If you think this is enough to stand out, it’s not. These are table stakes for any candidate who’s actually interested in the company they’re applying to and the team they could be potentially working with. Here’s how to do it better.
Thorough research is essential for standing out in the hiring process. Go beyond the basics of visiting the company's website and checking LinkedIn profiles. Leverage your network and reach out to connections who work at your priority target companies. Engage in informational conversations to gain insights and potentially secure advocacy for an interview. Whenever possible, interact with the company's product or services, even if it's through open sandboxes or free trial periods. While this level of detail might be challenging, it sets you apart as a dedicated candidate.
STEP 3: ACT LIKE YOU'VE ALREADY GOT THE JOB
During the interview process, adopt the mindset that you already hold the position. Demonstrate your commitment by proactively seeking ways to add value.
Here are some real-life examples of candidates I interviewed who demonstrated this:
Multiple CSMs candidates, when given the case study prompt, would ask me if there was a company template for making presentations they could leverage for theirs.
A Director of CS hire sent me a draft 30/60/90 day plan of how he’d get started, with the interview guides he’d use to meet the rest of the team.
A CSM candidate asked me what goals we’d set for CSMs that quarter and progress to achieving them.
Another CSM candidate shared a suggestion in our Customer Support help page, that could make the article earlier to understand.
By behaving as if you're already part of the team, you show potential employers your dedication and enthusiasm.
BONUS STEP 4: EMBRACE THE RIGHT ATTITUDE AND SEEK SUPPORT
The reality of the job market today means that even if you do all of these things and do them well, you may still spend more time than you’d like looking for your next role. I know that that can feel defeating and demoralizing.
It's essential to maintain a positive attitude. Outside of yourself, seek support from CS communities and peers. You’re not the only one in the CS job search and you shouldn’t feel alone in that process. Speaking with peers and others in your network will help you push through.
In an increasingly competitive job market for Customer Success roles, standing out is more critical than ever. By following these three strategies and maintaining a positive attitude, you'll enhance your chances of securing a great CSM role. Whether you're a tech transitioner, someone who's recently decided that Customer Success is the path for you, or a seasoned professional, these approaches can help you make a lasting impression.
And remember, you got this!
The Success League is a global customer success consulting firm. Looking to navigate your way through a career in CS? Then coaching might be right for you. Wanting to beef up your skills as a CSM or CS Leader? We have a robust and comprehensive certification training program. For more info, please visit our website at TheSuccessLeague.io
Ejieme Eromosele - Ejieme is a career customer advocate and advises companies on customer-led growth. As VP of Customer Success & Account Management at Quiq, she helps the world’s best brands grow awareness, increase sales and lower customer support costs through conversational AI and messaging. Prior to Quiq, she was Managing Director of Customer Experience at The New York Times and spent over 8 years in management consulting at PwC and Accenture. She has a BA in Economics and an MBA from NYU.
