跟讀練習: Customer Success Manager career path, skills, and responsibilities - 通過影片學習英語口語

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Want to know what a customer success manager is?

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.

What it is, what they do, and the skills you need to land a job as a CSM.

As a bonus, I'm gonna answer some frequently asked questions that we get about customer success.

So what is a customer success manager?

Being a customer success manager, as the name suggests, means making sure that your customers are finding success using your product or service.

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,

and coaching them on how they can improve their business even more by using your product.

You'll constantly be meeting your clients, going over their results, and showing them how to be even more successful using your solution.

Vendor lock -in.

This is one of the key parts of being a customer success manager.

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

that they feel they would be losing too much if they ever tried to stop using your solution.

So what are a CSM's targets and KPI?

Your goal as a customer success manager will be to maintain and grow the customer's satisfaction.

This can be measured in your NPS, Net Promoter Score, through customer satisfaction surveys or churn rate.

Churn is the term for customers leaving your product or service instead of renewing.

So your churn rate is just the rate that your customers are leaving.

Sales targets.

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.

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.

So what skills do you need to be a CSM?

A customer success manager has two sides.

A technical side, which requires hard skills, and a client -facing side, which needs soft skills.

Hard skills.

Your technical skills needed will vary depending on the type of product you are working with.

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.

Soft skills.

Because a CSM is a very client -facing role, you will need to not only be able to read data,

but also communicate your findings with your clients to help them understand what is working and what is not working.

The best CSMs even anticipate the problems that might come up and solve them before they become an issue.

Some of the key soft skills you're going to need are active listening, communication, coaching, and presentation skills.

Does this sound exciting to you?

Message us using the link in the description to learn what customer success positions are open right now.

Career progression.

Being a customer success manager gives you skills on both the technical side and the client -facing side.

So there are a few directions you can go.

The first and most straightforward is to become a leader of a customer success team.

This would be titles like customer success director, head of customer success, or the more recent executive position of chief customer officer.

Another option would be to move towards the technical side of things

and become a solutions architect or solutions engineer or something similar that takes customer needs and productizes them.

Productize means creating custom solutions based on your client requests.

You could also move towards a more sales heavy role that is growth focused, using your soft skills to build a business

and your understanding of the technical side to better illustrate the benefits of a product.

Alternative titles.

Customer success can have different titles depending on the company.

These include technical account manager, client services manager, client success manager, client solutions manager, or a solutions consultant, just to name a few.

Frequently asked questions.

What is the difference between customer success and customer service?

I like to think of the difference as being proactive versus being reactive.

As a customer success manager, you will need to be engaging with your customers on a

daily basis to make sure they're reaping the full benefits of your solution and solving problems before they even happen.

Customer service, on the other hand, is more about responding to the issues that your customers are already experiencing

and taking care of any complaints that they may have.

So what is the difference between a CSM and an account manager?

Here, the main difference is the technical aspects of the role.

As a customer success manager, you'll be more involved in the implementation of the product

and there's an expectation that you have the ability to dive deeper into the solutions that the product offers.

Whereas an account manager will also handle the reporting, but it will generally be through available dashboards.

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.

Check out our account manager video to learn even more about being an account manager in SaaS and IT.

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本課的詞彙與口語要點

這段影片共有 61 個句子、924 個單詞可供跟讀。講話部分時長為 4:49。說話人語速較快，每分鐘約 192 個詞，會出現較多連讀和弱讀。 87% 的單詞屬於英語最常用的 3,000 詞，詞彙容易理解。

影片中的重點詞彙

影片中 15 個值得學習的單詞，附發音和釋義：

單詞	發音	釋義
skill 名詞	/skɪl/	技巧, 技能
bonus 名詞	/ˈbəʊ.nəs/	額外收獲 /額外收穫
solve 動詞	/sɒlv/	解決 /解決
implementation 名詞	/ˌɪmplɪmənˈteɪʃən/	履行
depend 動詞	/dɪˈpɛnd/	信任, 信賴 /信賴
satisfaction 名詞	/sætɪsˈfækʃən/	滿意 /滿意, 滿足 /滿足
vendor 名詞	/ˈvɛn.dɚ/	賣主 /賣主, 賣家 /賣家
custom 名詞	/ˈkʌstəm/	習慣 /習慣, 習俗 /習俗
aspect 名詞	/ˈæspɛkt/	方面
whereas	/(h)wɛɹˈæz/	然而
scary 形容詞	/ˈskɛə.ɹi/	恐怖
complaint 名詞	/kəmˈpleɪnt/	怨言, 抱怨
versus	/ˈvɝsəs/	對 /對
rely 動詞	/ɹɪˈlaɪ/	依賴 /依賴, 依靠
consultant 名詞	/kənˈsʌl.tənt/	顧問 /顧問

影片中出現的短語動詞

單詞	釋義
check out 動詞	退房
come up 動詞	上來 /上來

需要注意的發音

說話人用了 11 次縮略和弱讀形式，例如 you'll, aren't, I'm。請按聽到的簡短形式來說。

“sh” 和 “zh” 音: implementation /ˌɪmplɪmənˈteɪʃən/, satisfaction /sætɪsˈfækʃən/, presentation /ˌpɹɛzn̩ˈteɪʃn̩/, subscription /səbˈskɹɪpʃən/, expectation /ˌɛk.spɛkˈteɪ.ʃən/
長單詞——注意重音位置: implementation /ˌɪmplɪmənˈteɪʃən/, satisfaction /sætɪsˈfækʃən/, communicate /kəˈmjuːnɪkeɪt/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, anticipate /ænˈtɪs.ɪ.peɪt/

如何用這段影片練習

先完整聽一遍影片，不要開口，記下不認識的單詞。
先用 0.75 倍速逐句跟讀，熟練之後再回到正常速度。
錄下自己的聲音並與原聲對比，特別注意 skill, bonus, solve 這類單詞。

什麼是跟讀法？

跟讀法 (Shadowing) 是一種有科學依據的語言學習技巧，最初開發用於專業口譯員的培訓，並由多語言者Alexander Arguelles博士普及。這個方法簡單而強大：您在聽英語母語原聲的同時立即大聲重複——就像是一個延遲1-2秒緊跟說話者的影子。與被動聽力或語法練習不同，跟讀法強迫您的大腦和口腔肌肉同時處理並模模擬實的講話模式。研究表明它能顯著提高發音準確性，語調，節奏，連讀，聽力理解和口語流利度——使其成為雅思口語備考和真實英語交流最有效的方法之一。

影子跟讀法: 閱讀完整分步指南 →

跟讀練習: Customer Success Manager career path, skills, and responsibilities - 通過影片學習英語口語

選擇練習模式

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