What to expect in a customer success role
Although a lot of people think customer service and customer success are the same thing, they have a lot of differences. Think of customer service as a training course for customer success. In customer service, your role is to do as the customer asks, meaning you’re being “reactive.” In Customer success your role is to ensure that the customer has everything they need, to ask questions, and be “proactive.”
How to succeed in a customer success role
The most important part of a customer success role is the customer. You should be thinking of the easiest and most efficient way to get the customer to their end goal. After the goal is achieved you should check in with the customer to see if there is anything else they need. As new products come out, let the customer know if you think they would be interested. Don't only reach out to customers that reach out to you. You should also be reaching out to “silent” customers to make sure they’re enjoying their products. This will help to build a bond between the customer and the company.
Not only can Customer success roles get your company more positive reviews, but they can also bring in more money from upselling, loyal customers, increased renewal sales, and fewer turnover. Companies that take the time to reach out to their customers have less “turn away” rates. It's about building the bond between the customer and the company. The more happy customers the better. This will prompt repeat customers overall bringing in more business.
Research Credits: https://www.helpscout.com/helpu/customer-success