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Every year, reports are published claiming that ‘this is the year of x’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year.
This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report. By analyzing real-world data from billions of LinkedIn profiles, the team behind the report was able to pinpoint 15 professions that have been on the rise over the last five years. And, wouldn’t you know, tucked in there, next to artificial intelligence, robotics engineering, and data science is the profession of a customer success specialist.
With a 34% annual growth rate over the last year, Customer Success Specialist came in at number six in the LinkedIn 2020 Emerging Jobs Report. According to the report, an incredible 72% of current CSMs are working in the Software & IT industry. By combining a deep knowledge of the product and/or platform with the ability to communicate and engage with consumers with ease, CSMs are instrumental in cultivating and managing customer relationships.
In a report dominated by digital and technology-focused roles, it is interesting to see such a relationship-based role represented. In fact, Sales Development Representative, Chief Revenue Officer, and Behavioral Health Technician are the only other non-technology focused roles included in LinkedIn’s report. The inclusion of these roles highlights the importance of relationship building and human engagement in an otherwise digital world.
Whether you’re a seasoned customer success professional or are looking to break into this growing profession, understanding the keys to what makes a CSM successful can be the turning point in your career. Here are some key skills to develop throughout your tenure as a CSM:
The takeaway? While tech-first professions might steal the spotlight, these roles make customer success even more critical. Regardless of industry, people are still relying on the hands-on support and guidance that a CSM can provide.
Customer success professionals should feel secure in their role because, as technology continues to grow and permeate every facet of the consumer life, CSMs will be needed to provide that human link between the customer and the product at hand.
Access more valuable resources to become a better CSM:
