The Customer Success Professional's Handbook

How to Thrive in One of the World’s Fastest Growing Careers - While Driving Growth for Your Company

By: Ashvin Vaidyanathan, Ruben Rabago

Narrated by: Daniel Henning

The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession - until now.

The Customer Success Professional's Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed - from the practitioner level all the way to senior leadership. The authors - acknowledged experts in building, training, and managing Customer Success teams - offer real-world guidance and practical advice for aspiring and experienced CSMs alike.

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

©2020 Gainsight (P)2020 Gildan Media

Useful!

This book is a must-read for someone starting in Customer Success. Full of useful and practical information. I recommend it!

The next step for my transformation from a TAM to a CSM

Being a technical account manager for a Global Software company for 12 years, I was interested in learning and adapting to the skills necessary to be a CSM. Recognizing, I already have a lot of the same concepts, I am happy see how I can apply them to the next level and the next step in my career.

This book was spot on how my company is transforming our team and where individuals should be focusing. .

This book has given me confidence in the direction I’m heading, ideas to bring to my team and excitement to sharing them with my company.

This book clearly defines the framework and execution necessary on the CSM daily responsibilities, business concepts and leadership guidance (career path) and many more.

It was spoken in layman terms and easy to understand. I will be re-reading this in the future and suggesting it my colleagues.

Thank you for writing and publish this book.

CS handbook

As always, Gainsight produces excellent content and advice for customer success as the field and individuals in the industry.

Great insights

I am just starting my path to this career, I do not even have a job yet. This book will help me prepare for interviews, create 30/60/90 day plans, and transition into a new career. Thank you!

Detailed with helpful illustrations

Detailed with helpful illustrations for reference when reading or listening. Different perspectives also were helpful.

Motivation to keep going in CS

This handbook was a great guide for those of us who have been working in the evolving Customer Success field. Provides validation for our experiences that have been previously overlooked and gives clear guidance on what to expect from this career path.

This book was a key factor for my decision to complete an online certification program in CS.

The CS career has evolved over time and there’s been little if any training available after being hired in this role. I’ve worked in the health tech industry since 2007 in various roles including Service Coordinator, Account Manager, Client Services Manager, Implementation Manager, Customer Experience Manager and most recently Customer Success Manager. Strategic direction and performance criteria were lacking and yet expectations were set very high.

Today I needed to be sure this is a stable, respected & strategic role with growth potential in my industry before investing time and resources to complete another certification program. And now I know this is the right choice for me!

Great content!! Narrating sounds like a computer

Absolutely loved the content. Super insightful into the customer success world. It was so difficult to listen to the narrator, that I had to buy the book & read it the old fashion way. If you’re happy with the sample reading I’m sure you’ll be fine (I should’ve listened to the sample)

Omg. Read a job description and you have what you need to know

Endless babble. If you find this book useful good for you. But at the end of the day work somewhere and learn from people that have done it.