Happy Monday, everyone - the Customer Success industry is at a crossroads; some even say CS is in a crisis, but there is help in sight! :-)
With the integration of AI agents and increasing pressure to become more commercially minded, many CS professionals are questioning their career paths. Or they feel confused and overwhelmed.
As someone who has navigated significant career transitions, I understand the uncertainty you might feel right now.
The Missing Piece in Career Planning
Traditional career advice often focuses on skills, job titles, and industry trends. While these are important, they miss the fundamental question that should guide your career decisions: What truly matters to you?
What is your North Star?
Your values are your career compass. When I transitioned from corporate leadership to founding the Customer Success Academy, it wasn't just about changing roles—it was about aligning my work with my core values and purpose.
Why Values-Based Career Planning Works
Think about it: Customer Success isn't just one role anymore. It's evolved into a spectrum of opportunities:
- Some CSMs excel in relationship-building and find their calling in strategic account management
- Others discover their passion for product and transition into product management or become GTM engineers, moving to Revenue Operations
- Many find purpose in mentoring and supporting others, leading them to CS leadership or enablement roles
The key isn't following a predetermined path—it's understanding your values and using them to guide your choices. When your role aligns with your values, you don't just perform better—you find more fulfilment in your work.
Starting Your Values-Based Career Journey
Here's a thought exercise: Instead of asking, "What role should I pursue next?", ask yourself:
- What energises me in my current role?
- Which parts of my work feel most meaningful?
- What impact do I want to have on customers and colleagues?
- How do I want to grow and challenge myself?
Your answers reveal your values and can point you toward roles that truly resonate with who you are.
The Power of Purposeful Career Planning
In my conversations with CS professionals—whether on Cathleen O'Sullivan's Legendary Leaders podcast or in my consulting work—I've observed that those who align their careers with their values are more resilient in facing industry changes. They adapt more effectively because they're clear about their non-negotiables and what they're working toward.
Take the Next Step
If you're ready to explore how your values can guide your CS career journey, I invite you to join my free "Find Your Northstar" webinar that I will host with Nicole Wallace, a career coach from Australia. We'll dive deeper into values-based career planning and provide practical tools for navigating your next career move in Customer Success.
In this interactive session, you'll:
- Discover frameworks for identifying your core values
- Learn how to align your values with emerging CS career paths
- Connect with other CS professionals on similar journeys
- Create an action plan for your next career move
Register now at The CS Academy and take the first step toward a more purposeful CS career. We host a live Zoom event on the 4th of March at 7 pm GMT, 2 pm EST.
https://www.thecsacademy.net/registration-page-bf616d9d-7374-49ff-b03e-82bd6f356648
Remember: The future of Customer Success may be in flux, but your values remain your North Star. Let them be your guide in building a career that's not just successful but deeply fulfilling.
About the Author: Thomas Voigt is the founder of the Customer Success Academy, helping CS professionals navigate their careers and organisations build sustainable customer success practices.
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