Rule #1: Be Human

Art by: Josephine Rais

It's typical for customer success teams to view customers as tickets to solve rather than people. Most of the metrics used to evaluate CS teams are based on things like:

• Response time
• Number of tickets closed
• Customers retained v. lost

Now, I'm not saying don't track that stuff, because it's important. Numbers help managers improve the effectiveness of a CS team.

But you must focus on giving value.

Treat each customer as a human being first, customer second. Don't pretend to have all the answers. Just make them feel that you care, and will go to great lengths to help.