Welcome to the very first edition of the Phone Screen newsletter! I'm super excited to bring you a deeper dive into the world of customer experience, with these phone screen style convos that go just a bit deeper.

For our inaugural episode, I got to chat with Nicole St. Germain. Many of you might already know Nicole from her fantastic newsletter, Customer Success Jobs, which is a must-sub for anyone navigating the job market in customer success. In our conversation, Nicole opens up about her unique journey into customer success and shares the story behind building her impactful newsletter.

Get ready to gain some invaluable insights and perhaps a little inspiration for your own career path.

- Ashley, A Professional Helper 💌 

In Conversation With: Nicole St. Germain

• 00:00 Introduction to Customer Success and Newsletters

• 05:45 Nicole's Journey into Customer Success

• 11:59 Navigating Client Relationships in Customer Success

• 17:46 The Future of Customer Success and AI Integration

• 24:05 Navigating Leadership Perception

• 30:26 Job Market Realities and Strategies

• 40:21 Advice for Aspiring Customer Success Managers

If you prefer an audio platform, we’re on Apple Podcasts, Spotify, or wherever you tune in to your podcasts

TL;DL - How the CS Job Market is Changing in the Time of AI

Finding your way in the customer success job market right now can feel like navigating a maze where the maps are outdated and the signposts mislabeled. That's exactly what prompted Nicole St. Germain to create Customer Success Jobs, a newsletter dedicated to curating quality remote positions with transparent salaries and clear expectations.

As Nicole celebrates her first anniversary building this awesome resource, she reflects on the transformation of the customer success landscape while highlighting persistent challenges. "Job boards did not know what customer success was," she explains, describing how success roles were frequently buried under support or sales categories, making them harder to find for job seekers relying on filters. Her solution? A carefully curated newsletter that weeds out the low quality and sketchy listings and prioritizes opportunities that respect job seekers' time and worth.

Our conversation explores Nicole's own journey from retail management to customer success leadership, offering valuable insights for those who may be looking to make similar transitions. She emphasizes that while the pathways into success have narrowed in today's cautious market, opportunities still exist – particularly through onboarding and implementation roles. She also outlines the most critical skills for success at higher levels: Establishing boundaries with customers, positioning yourself as a strategic partner rather than a servant, and consistently demonstrating value. "At the end of the day, your job is to keep a contract," Nicole notes, underlining the revenue-focused reality of the role.

Unsurprisingly, we couldn’t avoid the topic of AI (because…I asked her questions about AI). Despite the buzz (noise?), Nicole argues that customer success fundamentally relies on human relationships and judgment in ways that cannot be automated. "Customer success is maybe 25 years old in the modern concept and we still don't have a formula that you can apply to every company that guarantees you're going to get your renewal," she points out, pushing back against the notion that AI could replace human success pros.

Looking ahead, we both have cautious optimism for job seekers, in both support and success. A recent surge in director and VP-level positions suggests companies are restructuring their customer organizations, which typically precedes broader hiring. For those navigating this challenging landscape, Nicole's newsletter continues to provide not just job listings but perspective, advocacy, and a much-needed reality check on salary expectations and market conditions.

Connect with Nicole on LinkedIn, Threads & sign up for Customer Success Jobs!

Charting Your Path in Customer Success

Jumping into a career in Customer Success can be both rewarding and challenging, especially in the current market. Here are some insights from Nicole on how you can navigate and thrive in this dynamic field:

• Diverse Entry Points: Whether you're transitioning from support, sales, or another field, Customer Success welcomes diverse backgrounds. Nicole emphasizes highlighting your unique skills and how you’ve produced value as essential to getting a foot in the door.

• Skill Development: Focus on building key skills such as relationship management, strategic thinking, and problem-solving. These are crucial for advancing in Customer Success roles.

• Career Growth: Look for opportunities to expand your responsibilities, such as taking on onboarding tasks or leading team wide projects. This can pave the way for specialist roles or even leadership positions.

Stay curious and proactive, and remember, your journey in Customer Success is what you make of it!

More Newsletters For You!

Find more newsletters aimed at support folks below!