I was always told I had the personality for sales, for better or for worse. While I never pursued the standard sales roles, Customer Success (CS) really resonated with me due to the primary focus on relationship building.
I worked in healthcare and non-profits for the early part of my 20s which exposed me to different struggles and personalities. I think this exposure was crucial in helping me navigate difficult conversations and scenarios in the Customer Success world.
I started as a Director with the YMCA. Relationship building was so crucial in the non-profit world, whether it was for fundraising or networking, that I knew I could take my skill set into a more innovative industry some day. Once I felt like I was ready to advance in a technological field, I started applying for jobs at tech start-ups in NYC.
I had a strong foundation in relationship building which served me well in getting my initial footing within Customer Success. However, I had to develop a Sales mentality along the way, namely the art of negotiation and sales strategy, which certainly work in tandem now in helping me navigate the day-to-day as a senior CSM.
The culture. We are truly a company that lives behind their mission and the potential here is unlimited. Very rarely in my professional experience have I had managers and colleagues who, on their own volition, promote and support you. As a result, you’re championed to do the same.
You’re smarter than you think. I shifted from Fintech to HR tech, which I felt would be more jarring, but the fundamentals of the job are the same, despite the industry challenges being different. If you’re able to expose yourself to industry insights and ask the right discovery questions, you can pick up so much that builds on what you already know, which is actually a decent amount.
I’ve worked with recruiting firms and done the search independently–with mixed results. Hired made the process so easy that I think the entire process from search to hire(d) took less than a month and the energy expense was minimal on my side.
Do it. I’ve referred a few friends to the platform who are in similar positions as myself: relatively newer to Sales/Customer Success but looking for options outside of their role. It was such a positive experience for me, I always encourage others to at least give it a shot.
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Based in San Francisco, CA and New York City, NY, Lattice helps companies streamline performance management processes through great software.
Benefits: 401K matching, Health, Dental, and Vision Insurance, Unlimited PTO, Sabbaticals, Maternity/Paternity/Infertility benefits, Flexible work options, Tuition reimbursement, matching charitable donations, and more.
Related: Customer Success Story: How Hired Helped $3B Tech Startup Lattice Scale Their High-Growth Tech and Sales Team.