What is Customer Success work?

Hello! This is Onda from XICA Co., Ltd.

Today I would like to talk about the job of "Customer Success."

Customer Success may be one of the lesser known jobs.

However, in recent years, it has become a very important position in companies that deal with SaaS products, and the number of job openings is increasing.

▶So, what kind of work does a Customer Success (CS) person do?

・Implementation support

・Improve customer loyalty

・Acquiring continued use

・Upselling/cross-selling

This is my main job.

However, as Wikipedia states, it is often confused with customer support as a way of interacting with customers.

▶Difference from customer support

Customer support is characterized by passive, reactive assistance, whereas customer success is characterized by active, proactive assistance.

In addition, while customer support's main activity is responding to customer inquiries at call centers etc. and improving the quality of such responses, customer success focuses on supporting customers based on quantitative indicators.

Therefore, the KPI we will track is retention rate.

▶Customer success and business growth

Customer success, which can retain existing customers, is changing the way companies are run!

We would like to continue to focus on getting new customers to know about and purchase our products. However, rather than just developing new customers, we want to expand our role as customer success into an important position. By accompanying our clients toward their goals, we can think about solving their problems from the same perspective as their employees. By doing so, we believe that we can contribute to improving our clients' business performance and grow our own business.

Customer success work often varies from company to company, so if you are even slightly interested, be sure to go and talk to the company!

Of course, we are always waiting for you.

We will update you again soon about the detailed work of Customer Success!

looking forward to!