In episode 158 of the Teacher Career Coach podcast, host Elizabeth Suto welcomes Carly Agar, a seasoned customer success coach with over a decade of experience in the field. Carly has successfully guided more than 400 individuals in transitioning to customer success roles, making her insights invaluable for teachers considering a career change.
Understanding Customer Success Roles
What is Customer Success?
Customer success (CS) is about ensuring that clients derive maximum value from the products or services they purchase. For instance, when a company invests in software like PearDeck, it’s not enough for them to simply buy it; they need to be guided on how to use it effectively. Customer success managers (CSMs) play a crucial role in this process, helping clients navigate their new tools and ensuring they achieve their desired outcomes.
Misconceptions About Customer Success
Carly emphasizes that CS is not just about training customers; it involves ongoing engagement, relationship building, and strategic planning to ensure customer satisfaction and retention. This aspect of the role is often misunderstood, as many people think it only involves teaching customers how to use a product.
Entry-Level Roles
Carly addresses the common misconception that teachers may not have the necessary experience for customer success positions. She emphasizes that many skills developed in teaching—such as communication, problem-solving, and empathy—are highly transferable to customer success roles. While some CS positions may require more experience, there are numerous entry-level roles available, such as:
- Customer Success Specialist
- Customer Success Associate
These roles are more suited for those just starting out in the field.
Alternative Pathways
Carly highlights alternative pathways into customer success, such as starting in sales or support roles. For instance, she shares a success story about a former client who began as a sales specialist, supporting both sales and CS teams. This role served as a stepping stone, allowing her to gain relevant experience before transitioning into a full-fledged Customer Success Manager (CSM) position within a year and a half.
The Customer Success Competitive Landscape
Market Competitiveness
Elizabeth raises a pertinent question about the competitiveness of the job market for customer success roles. Carly acknowledges that the market is indeed competitive and suggests that this trend is likely to continue. She advises teachers not to wait for the market to “cool off” before making a transition, as the current landscape may be the new normal.
Preparing for Transition
Carly encourages teachers to start preparing for their career change as soon as possible, emphasizing that the longer they give themselves to make the transition, the better their chances of success.
Transferable Skills for Teachers
One of the key themes of the episode is the identification of transferable skills that teachers possess, which can be valuable in customer success roles. Carly highlights several skills that educators may not realize they have:
- Success Planning: Teachers are adept at creating individualized plans for their students, taking into account different learning styles and goals. This skill translates well into customer success, where CSMs must develop tailored strategies to help clients achieve their objectives.
- Effective Communication: Teachers are skilled communicators, able to convey complex information in an understandable way. This ability is crucial in customer success, where clear communication can make a significant difference in client satisfaction.
- Relationship Building: Building rapport with students and parents is a fundamental part of teaching. In customer success, establishing strong relationships with clients is essential for understanding their needs and ensuring their success.
- De-escalation Skills: Teachers often manage conflicts and de-escalate tense situations, a skill that is equally important in customer success when dealing with dissatisfied customers.
Practical Steps for Transitioning
For teachers looking to transition into customer success, Carly offers several practical steps:
Invest in Learning
Educators should seek resources to understand the customer success landscape better. This could include:
- Online Courses: Platforms like Aspireship and Carly Agar’s Customer Success Career Coaching offer courses on customer success.
- Books: Reading industry-specific books can provide deeper insights.
- Podcasts: Listening to podcasts like “The Customer Success Career Coach” can offer valuable tips and updates.
Apply Relevant Skills
Teachers can start applying customer success principles in their current roles. For example, they can conduct “business reviews” with students or parents, similar to how CSMs review progress with clients. This practice not only enhances their current role but also provides concrete examples to discuss in interviews.
Network and Seek Mentorship
Connecting with professionals in the CS field can provide valuable insights and guidance. Carly suggests reaching out to individuals on platforms like LinkedIn to learn more about their experiences.
Clarify Career Goals
It’s important for teachers to have clarity about their desire to move into customer success. Carly notes that her coaching services are most effective for individuals who are committed to pursuing a career in this field.
Addressing Customer Success Misconceptions
Beyond Training
Carly addresses common misconceptions about customer success roles. Many people believe that CS is solely about helping customers learn how to use a product. While training is a component, the role encompasses much more, including ongoing engagement, relationship management, and strategic planning.
Customer Resistance
Another misconception is that customers are always eager to adopt new tools. In reality, many clients may feel overwhelmed or resistant to change, and CSMs must work to re-engage them and demonstrate the value of the product.
Success Stories and Strategies
Proactive Approach
Carly shares inspiring stories of clients who have successfully transitioned from teaching to customer success. She notes that two particular clients stand out because they fully utilized available resources, such as LinkedIn Learning, networking events, and coaching. Their proactive approach to investing in their skills paid off, demonstrating the importance of being resourceful and committed to personal development.
Flexibility and Realism
Another client, who initially aimed for a CSM role, adopted a forward-thinking mindset. She was willing to accept a sales position that was not her ideal job but recognized it as a strategic move toward her long-term career goals. Carly emphasizes that this kind of flexibility and realism can lead to significant career advancements.
The Importance of Mindset
Emotional Challenges
Carly acknowledges the emotional challenges that come with transitioning careers, especially for those who have spent many years in teaching. She respects the courage it takes to start anew, particularly for individuals who have dedicated decades to their profession.
Humble Perspective
Carly encourages teachers to adopt a humble perspective, understanding that their extensive experience in education does not automatically translate to equivalent roles in a new field. Instead, she suggests viewing the initial transition as a stepping stone rather than a final destination.
Resources for Transitioning Teachers
For teachers interested in pursuing customer success roles, Carly recommends several resources:
- LinkedIn: Carly is active on LinkedIn, where she shares tips and updates about her coaching services.
- Podcasts:
- Carly hosts a podcast titled “The Customer Success Career Coach,” where she delves into various aspects of career growth, including interview skills, resume building, and networking strategies.
- The Teacher Career Coach Podcast has quite a few episodes about Teachers transitioning to a Customer Success role. Episode 149 – The Power of Perseverance with Erin Hoerr and episode 148 – Software Sales to Customer Success Manager with Morgan Mason are two to get you started.
- Customer Success Career Coach Website: Carly’s website offers a wealth of free resources designed to assist individuals in their career transitions. She believes that investing in oneself is the most controllable and rewarding investment one can make, as it directly impacts career outcomes.
Personal Growth and Trusting Yourself
Self-Trust
As the conversation wraps up, Carly reflects on her personal journey and the lessons she has learned along the way. She emphasizes the importance of self-trust, particularly when navigating career changes.
Continuous Learning
Carly believes that every experience, even those that may seem negative, can be leveraged to inform future decisions and career paths. This mindset of continuous learning and growth is crucial for anyone looking to advance their career.
Conclusion
In summary, this episode of the Teacher Career Coach podcast provides valuable insights for teachers considering a transition into customer success roles. Carly Agar’s expertise and success stories serve as a source of inspiration, highlighting the transferable skills teachers possess and the various pathways available in the customer success field. By embracing a proactive approach, utilizing available resources, and maintaining a flexible mindset, teachers can successfully navigate their career transitions and achieve their professional goals.
