Prática de Shadowing: Customer Success Manager career path, skills, and responsibilities - Aprenda a falar inglês com vídeo
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Want to know what a customer success manager is?
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I'm Brian Rios from Wall & Case, and in this video, you will learn everything you need to know about being a customer success manager in SaaS and IT.
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What it is, what they do, and the skills you need to land a job as a CSM.
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As a bonus, I'm gonna answer some frequently asked questions that we get about customer success.
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So what is a customer success manager?
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Being a customer success manager, as the name suggests, means making sure that your customers are finding success using your product or service.
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This could be guiding them through the onboarding process or implementation, showing them features that they aren't fully using or aren't using at all,
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and coaching them on how they can improve their business even more by using your product.
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You'll constantly be meeting your clients, going over their results, and showing them how to be even more successful using your solution.
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Vendor lock -in.
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This is one of the key parts of being a customer success manager.
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You want to make sure your clients are so successful using your product that you create vendor lock -in, which is a scary way of saying
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that they feel they would be losing too much if they ever tried to stop using your solution.
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So what are a CSM's targets and KPI?
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Your goal as a customer success manager will be to maintain and grow the customer's satisfaction.
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This can be measured in your NPS, Net Promoter Score, through customer satisfaction surveys or churn rate.
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Churn is the term for customers leaving your product or service instead of renewing.
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So your churn rate is just the rate that your customers are leaving.
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Sales targets.
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Most CSMs don't have direct sales targets, but they do have upsell or cross -sell KPI, which means you will sell additional features, services, or upgrades to your clients.
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You'll also have renewal targets, so keeping your customers successful means keeping them relying on your product, which in turn means that they will renew their contract or subscription.
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So what skills do you need to be a CSM?
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A customer success manager has two sides.
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A technical side, which requires hard skills, and a client -facing side, which needs soft skills.
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Hard skills.
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Your technical skills needed will vary depending on the type of product you are working with.
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Most companies will offer training on their specific solution after you join, but having a base to build on is always a really good idea.
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Soft skills.
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Because a CSM is a very client -facing role, you will need to not only be able to read data,
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but also communicate your findings with your clients to help them understand what is working and what is not working.
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The best CSMs even anticipate the problems that might come up and solve them before they become an issue.
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Some of the key soft skills you're going to need are active listening, communication, coaching, and presentation skills.
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Does this sound exciting to you?
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Message us using the link in the description to learn what customer success positions are open right now.
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Career progression.
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Being a customer success manager gives you skills on both the technical side and the client -facing side.
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So there are a few directions you can go.
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The first and most straightforward is to become a leader of a customer success team.
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This would be titles like customer success director, head of customer success, or the more recent executive position of chief customer officer.
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Another option would be to move towards the technical side of things
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and become a solutions architect or solutions engineer or something similar that takes customer needs and productizes them.
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Productize means creating custom solutions based on your client requests.
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You could also move towards a more sales heavy role that is growth focused, using your soft skills to build a business
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and your understanding of the technical side to better illustrate the benefits of a product.
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Alternative titles.
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Customer success can have different titles depending on the company.
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These include technical account manager, client services manager, client success manager, client solutions manager, or a solutions consultant, just to name a few.
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Frequently asked questions.
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What is the difference between customer success and customer service?
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I like to think of the difference as being proactive versus being reactive.
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As a customer success manager, you will need to be engaging with your customers on a
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daily basis to make sure they're reaping the full benefits of your solution and solving problems before they even happen.
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Customer service, on the other hand, is more about responding to the issues that your customers are already experiencing
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and taking care of any complaints that they may have.
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So what is the difference between a CSM and an account manager?
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Here, the main difference is the technical aspects of the role.
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As a customer success manager, you'll be more involved in the implementation of the product
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and there's an expectation that you have the ability to dive deeper into the solutions that the product offers.
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Whereas an account manager will also handle the reporting, but it will generally be through available dashboards.
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Another difference is that the account manager can be a sales role with sales targets based on sales results, but customer success will usually not have a commission structure or a bonus.
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Check out our account manager video to learn even more about being an account manager in SaaS and IT.
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Vocabulário e dicas de fala para esta lição
Este vídeo tem 61 frases e 924 palavras para praticar shadowing. A fala dura 4:49. O falante fala rápido, cerca de 192 palavras por minuto, então espere sons ligados e reduzidos. 87% das palavras estão entre as 3.000 mais comuns do inglês, por isso o vocabulário é fácil de acompanhar.
Vocabulário principal deste vídeo
15 palavras do vídeo que vale a pena aprender, com pronúncia e significado:
| Palavra | Pronúncia | Significado |
|---|---|---|
| skill substantivo | /skɪl/ | habilidade, talento |
| bonus substantivo | /ˈbəʊ.nəs/ | bônus, bónus |
| solve verbo | /sɒlv/ | resolver, solucionar |
| implementation substantivo | /ˌɪmplɪmənˈteɪʃən/ | implementação |
| depend verbo | /dɪˈpɛnd/ | depender |
| satisfaction substantivo | /sætɪsˈfækʃən/ | satisfação |
| vendor substantivo | /ˈvɛn.dɚ/ | vendedor, vendedora |
| renew verbo | /ɹɪˈnjuː/ | renovar |
| custom substantivo | /ˈkʌstəm/ | costume, hábito |
| aspect substantivo | /ˈæspɛkt/ | aspeto, aspecto |
| whereas | /(h)wɛɹˈæz/ | enquanto, ao passo que |
| scary adjetivo | /ˈskɛə.ɹi/ | assustador |
| complaint substantivo | /kəmˈpleɪnt/ | queixa, reclamação |
| versus | /ˈvɝsəs/ | contra, vérsus |
| rely verbo | /ɹɪˈlaɪ/ | contar com |
Phrasal verbs que você vai ouvir
| Palavra | Significado |
|---|---|
| check out verbo | verificar, sacar só |
Pronúncia para ficar de olho
O falante usa 11 contrações e formas reduzidas, como you'll, aren't, I'm. Diga-as na forma curta, do jeito que você ouve.
- Os sons de “sh” e “zh”: implementation /ˌɪmplɪmənˈteɪʃən/, satisfaction /sætɪsˈfækʃən/, presentation /ˌpɹɛzn̩ˈteɪʃn̩/, subscription /səbˈskɹɪpʃən/, expectation /ˌɛk.spɛkˈteɪ.ʃən/
- Palavras longas — acerte a sílaba tônica: implementation /ˌɪmplɪmənˈteɪʃən/, satisfaction /sætɪsˈfækʃən/, communicate /kəˈmjuːnɪkeɪt/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, anticipate /ænˈtɪs.ɪ.peɪt/
Como praticar com este vídeo
- Ouça o vídeo inteiro uma vez sem falar e anote as palavras que você não conhece.
- Comece na velocidade 0,75×, faça shadowing frase por frase e volte à velocidade normal quando ficar fácil.
- Grave a sua voz e compare com o original, prestando atenção a palavras como skill, bonus, solve.
O que é a Técnica de Shadowing?
Shadowing é uma técnica de aprendizado de idiomas com base científica, originalmente desenvolvida para o treinamento de intérpretes profissionais. O método é simples, mas poderoso: você ouve áudio em inglês nativo e repete imediatamente em voz alta — como uma sombra seguindo o falante com 1-2 segundos de atraso. Pesquisas mostram melhora significativa na precisão da pronúncia, entonação, ritmo, sons conectados, compreensão auditiva e fluência na fala.