This article is based on a presentation given by BJ at our Customer Success Festival, Las Vegas in 2024.

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Climbing the career ladder from Customer Success Manager (CSM) to Chief Customer Officer (CCO) is more competitive than ever. 

Simply being good at your job isn’t enough; you need a proactive strategy, a broad skill set, and the mindset of a leader long before you earn the title. 

Having spent years moving from an individual contributor role to an executive seat in early-stage startups and high-growth tech companies, I’ve learned what it takes to not only move up but thrive in senior leadership.

In this article, I’ll share the tactics that helped me rise through the ranks, from mastering revenue management to building relationships that open doors for future opportunities.

The evolution of a customer success career

For those of you still determining your career path, it's crucial to recognize that executive roles in customer success are quite different from CSM roles. 

They require a distinct skill set, and while it may seem obvious, the two roles barely resemble one another in practice.

There are many rich and varied career paths within customer success. Becoming a CCO is just one of many possibilities. You might continue along the individual contributor path, become more specialized in a particular area, or take a team lead role. 

Each of these paths can lead to fulfilling and financially rewarding careers.

A CSM’s transition from an individual contributor to manager
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Leadership responsibilities

When you step into leadership, your responsibilities will likely include some or all of the following: managing teams, owning a budget, and driving strategy for the entire organization. 

These responsibilities are quite different from the day-to-day work of a CSM or a Customer Success Team Lead.

If you're currently a CSM, you may look at leadership and think, “Do I really want this?” It’s a valid question to posit.

Leadership can make you miss the simplicity of CSM work. I certainly have moments when I look back and think about how much simpler life was when I was directly working with clients.

Deciding if leadership in customer success is for you

If you're thinking about pursuing leadership in customer success, it’s essential to ask yourself how you'd like to spend your days. The responsibilities of a CCO are more strategic and organizational, with less direct customer interaction. For some, that's exciting; for others, it may not be the right fit.

If you still feel that leadership in customer success is the path you want to pursue, that's fantastic. But remember, it’s not for everyone. There are numerous paths within customer success, and each has its own set of rewards. 

Let’s get into how you can climb that CS career ladder.

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There’s a lot of noise out there (we’re looking at you, LinkedIn… 👀) about “leveling up” and “climbing that career ladder.” But how do you actually do that? How can you genuinely start making a difference and put into practice some game-changing skills to advance your career?
Customer Success CollectiveGrace Gupta

Be exceptional in your current role

The first piece of advice I’d give is simple but powerful: be great at your current job. 

I know this might sound a bit obvious, but being an outstanding CSM and a great employee is the foundation for everything that follows. 

Stand out within your team. Be the one to raise your hand when new projects or initiatives come up. These opportunities will give you valuable experience and broaden your skill set.

Develop strong relationships with your champion clients. These clients can be instrumental in boosting your career because they often become the face of your company—appearing on the website, in case studies, and so on. If you’re the one who helped build that relationship, it’s a huge asset that can make you stand out.

Another way to differentiate yourself is by getting reviews and testimonials. For instance, in the tech world, platforms like G2 are crucial. If you can get glowing reviews from your clients, you’ll not only be seen as someone who brings tremendous value to the company but also as someone who understands how to leverage relationships for mutual success.

Be proactive, not reactive

We’ve probably all heard this advice throughout our customer success careers: focus on being proactive rather than reactive. It’s easy to fall into a reactive mode, where you're just responding to issues as they come up. 

But if you consistently demonstrate the value of a proactive CSM relationship, you’re showing that you understand how your role aligns with and impacts overall company objectives.

Make your manager's job easier

Here’s a tip that might seem small but can have a significant impact: make your manager’s job easier. 

Identify the tasks or responsibilities that your manager may not enjoy, and if you're good at them, take them on. By doing so, you’ll make a positive impression and be seen as a leader within your team.

Be clear about your career ambitions

One thing I’ve noticed as a leader is that people who make their career ambitions clear tend to get ahead. When you’re open and vocal about your goals, you stay top of mind for leadership when new opportunities arise. 

If I know someone on my team wants to take on more responsibility—whether it’s becoming a team lead, managing a project, or stepping into a new role—I’ll think of them first when those opportunities come up.

In short, being great at your current job, building strong relationships, staying proactive, making your manager’s life easier, and being vocal about your career goals are all ways to stand out and move up the ladder in customer success.