When interviewing customer success and education managers, I always ask something along the lines of “Do you have any regular blogs or watering holes? Anything you read to stay on top trends and share knowledge?”
These quotes are pretty representative of the whole:
“From an actual customer education perspective, there's not a lot out there. It’s something that bothers me a lot.”
“Not that I'm aware of. I'm in a Group on LinkedIn, but that’s it. I wish there were.”
“I don’t follow anything right now. Couldn’t find anything.”
It’s strange, really. Customer Success on the rise in a big way. In 2012 there were around 100 job postings for the role on LinkedIn. Today, there are nearly 10,000. Riding on the back of the shift to a subscription economy, companies are realizing that in this world their long-term growth is driven by renewal even more than sales – and dedicating resources into ensuring their customers are happy and educated is a smart investment. Hence the growth of the Customer Success Manager (and Customer Education Manager) role. This may not be news to you.
What was an interesting discovery to me is that on average a CSM spends nearly 70% of their time on education. Whether that is maintaining help documentation, personally coaching struggling accounts, or managing new client onboarding – these people are teachers. Yet there are almost zero dedicated learning resources, news sources, communities, or products dedicated specially to supporting customer education. Why is this?
I think it is because the discipline so new and, as such, not yet established. At Learndot we are going to help change this. Along with some key partners and most importantly you – the people who live and breathe customer success and education – we are going to be investing into growing this emerging discipline.
Our mission for Learndot's blog is to be the leading source of high quality resources for customer education professionals. From helpful how to's, to original research, and reviews – we want to help build the compendium that is lacking.
We’ll be starting small with regular posts on some topics we think are particularly relevant including research and trends, interviews with experts, tools for success, and reviews. But we’re new at this. We’ll want to hear your feedback on what you want to know. Tell us and we’ll research it. We’re learning too.
Group photo at the first San Francisco Customer Education Meetup
While this blog will be our primary online presence, we have also started a real-world customer education meetup group in the Bay Area. With members from leading SaaS companies including Box, Dropbox, Optimizely, Zendesk, Asana, Totango, Get Satisfaction and many others we will be sharing learnings bi-directionally between this offline community and the community on this blog. As the movement grows, I encourage you to start similar meetups in your own city.
We’re at the beginning of something very exciting. I hope you stick with us for the ride – it’s going to be a fun one.
Originally published Jul 9, 2014 4:30:00 PM, updated Mar 2, 2015