Navigating the Customer Success Job Market: Tips for Job Seekers and Hiring Managers
Hi everyone! I’m Swati Garg, Founder & CEO of Melo Associates, where we take pride in being the leaders in Customer Success and Professional Services recruitment. I also co-founded CuSP: A Chicago Customer Success community dedicated to connecting and empowering professionals in the field. Throughout my journey, I’ve been fortunate to be recognized across various platforms, including being named a ‘SuccessCoaching Customer Success Thought Leader’ in 2023 and one of EverAfter’s ‘Most Creative Customer Success Leaders’ for 2024. It’s been an incredible experience to contribute to this community and work alongside so many talented individuals.
There has been much uncertainty in the market and I regularly get asked for my advice on how to best hire or get hired. Here are a few tips for this market if you are hiring or in the job market
Hiring Tips:
- Stay empathetic: It has been a challenging market for the last 4 years with the pandemic and the current state of the tech market. Folks have dealt with a lot of personal and professional loss, it is important to stay empathetic for gaps in experience.
- Be open to diverse educational backgrounds: Outside of formal education, there are a multitude of ways that candidates can receive the education needed for the role including on the job training in a different industry, certifications, short term training, and workshops.
- Look for related experience: Companies have currently been emphasizing experience in their product, industry or customer persona. I would also recommend looking for adjacent experience to similar industries, similar types of customers and challenges to broaden the candidate pool if needed.
- Stay flexible: Companies have been moving to onsite or hybrid roles and this may decrease the pool of candidates as it pertains to a specific location. When making this a requirement, make sure to know what flexibility you may need in the job description or budget if you can’t find the person with the exact requirements needed.
Job Search Tips:
- Focus on what you love: On your LinkedIn and resume, emphasize the experience you want more of in your next role versus the experience and skills you think are the most impressive. You want to ensure you get to do more of what you love in the next role, not just more of what you have done in the past.
- Be transparent: Keep your resume and LinkedIn consistent, clear, and up to date including any gaps, consulting work, and recent positions before applying to a position.
- Highlight vertical or industry knowledge: It is very valuable to have industry, product or customer knowledge when applying for a role. Ensure to highlight that when applying to a role if you have relevant experience.
- Refine your pitch: Have a strong elevator pitch explaining your background, why you are interested in this role and company, and how your experience can add immediate value.