Guest: Jared Orr – Career Journeys in Customer Success

Career Journeys in Customer Success - Jared Orr
The Jasons Take On...
The Jasons Take On...
Guest: Jared Orr - Career Journeys in Customer Success
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Episode Description

Customer success is one of the most exciting and rapidly growing career fields. There are amny ways to break into the field and to navigate your customer success career.

Today we are joined by Jared Orr, who is here to talk about his career journey. Jared is very well known in the community and customer success is a big contributor to a number of the communities out there like CS insider, practical CSM and your very own success. Jared has his own blog, the Customer Success Whisper and also is the host of his own podcast.

Come learn Jared’s route to career success and get inspired to grow your own customer success career!

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Success Chain provides the tools, services, and support you need to build your change management, user adoption, and customer success capacity. You achieve greater results faster, more effectively, and cheaper than you can working on your own. 

Meet Our Guest

Jared Orr

Jared Orr

Customer Success Manager | Founder of the Customer Success Whisperer Blog | Host of the Founders & Mentors Podcast

Jared started his client-facing career while attending university. He worked part-time at a Human Resources outsourcing company. While there, he worked in sales operations, onboarding, and implementation.

Upon graduation, he decided to try his hand at front-line sales. After six months at what he thought would be a great opportunity (sales job disguised as telemarketing), he decided to make a career change. June of 2018 he accepted his first job in Customer Success and hasn’t looked back.

He now works as a CSM for a global software company that creates virtual data rooms. He’s started his own blog site, Customer Success Whisperer, and has recently started a podcast where he interviews successful entrepreneurs (many of which are in the CS/CX space).

He also is heavily involved in the community as a contributor to sites like Success Chain, CS Insider, and Practical CSM.

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Transcript

Jason Noble: [00:00:00] Good morning. Good afternoon. Good evening, everybody. Welcome to another episode of the Jason’s take on podcasts with myself. Jason Noble here in London and my partner in crime. Mr. Whitehead, say hello, Jace. Hello, Jay. Yes. How are you based? I’m very good. How are you doing?

Good. Good. Thank you. We’ve got an absolutely and another exciting guest episode. We’ve done a lot of guest episodes. I think we need to do one of our stuff sells Jason. Yeah, why not super excited. We’ve got the one and only Jared, all joining us for this podcast. Jared’s going to give us a kind of, a bit more insight into his journey, into the world of customer success.

He’s very well known in the community and customer success is a big contributor to a number of the communities out there like CS insider, practical CSM and your very own success. JJC does his own podcast. The customer success whisperer and his own blog as well. Come in, I think taking it by full storm and it’s great to see someone who’s still relatively new in the industry.

Come in with a great background, but really dive full into this. So welcome Jared.

Jared Orr: [00:01:03] Thank you, Jason and Jason, it’s great to be here.

Jason Noble: [00:01:06] Give us a bit before we kick off, Jared, just give us, you want to give the kind of list dessert and intro into you into yourself, your background and where you’ve come from and the things you’re doing.

And then we’ll kick off into a chat.

Jared Orr: [00:01:16] Yeah, definitely. I have been in customer success for three years as of this month. So as you said, I’m relatively new to the industry. Thank you. No, it’s great. I love it. I love customer success. I’m never looking back. It’s the perfect career path for me.

Like I said, been in it for three years I’ve I was at a social media marketing company. That was my first customer success job. I was there for just over a year and it really threw me into the fire. If anyone wants to get into customer success, I say, get into a social media marketing company.

You will learn a ton and it’s challenging, but I learned a lot and I’m grateful for that opportunity. Now I work for a global software company that creates virtual data rooms. I’ve been with it for almost two years now, and it’s a great company. It’s a global company. I’m one of six employees here in the United States.

So I’m just, I’m on my own and my own little silo here, but it’s a good opportunity. I’ve been remote and using zoom since before COVID so nothing really changed for me when it all hit. And like you said, I have my podcast. I have a blog site for customer success, which I’m sure we’ll talk about later, but yeah, it’s great to be here.

Jason Noble: [00:02:19] I love you. You come across as such a passionate, excited person. It’s we’re both the same. This is something I think we’re all privileged that we’re part of. And it just really comes across. I think you’ve had such an amazing and very fast accelerated journey to customer success and you’ve really jumped four hands into it, which is awesome.

Talk, talk to us a bit about kind of your motivations. What were the motivations for moving into customer success and then some of the big challenges that you’ve seen along the way? Cause I bet they’d

Jared Orr: [00:02:48] bring a few. Oh yeah, definitely. So when I was an undergrad school, I worked for a human resources company and I did a lot of different things.

I was in customer service. I was in sales operations at one point implementation onboarding. So I did a lot of, I actually did a lot of work with the sales and the onboarding. So I got my feet in both corners, figuring things out. And then when I graduated at the end of 2017, I decided that I wanted to get into sales, give it a try.

Cause I knew it would be challenging for me. So I was like, okay, help me break out of my comfort zone a little bit, make some connections, maybe something will come out of it. Who knows? And I got a job at this company that I was pretty familiar with. I was pretty excited and it didn’t take me long to realize that the sales gig was really just a telemarketing.

And it was miserable. I was absolutely miserable. It was a horrible experience just to say the least. And I was there for just six months. And, but I’m grateful for that experience because it taught me that I want to be more on the client facing side. And because it was such a horrible experience, it pushed me into really looking for a new job really quickly.

And that’s how I got my first job in customer success. When I first started looking for a job, I had no idea what customer success was. I just did a lot of research on client facing roles and trying to figure out what I wanted to do, found out what customer success was. And I was like, all right, that’s what I want to do.

And but people say oh, how’d you first get into it. I say it was luck. Like I was able to find a customer success job at the social media marketing company that I mentioned. And it was just a few blocks up the street from where it was. Like it was just, it just worked out extremely well. And and like I said, I’ve been there for three years now it’s been great.

I would say maybe the, some of the challenges that I faced along the way is, I am maybe you’ve seen this already, but I’m a fast talker. And when someone asks me a question and I know the answer to it, I’m like, okay, here’s the answer? Here’s the solution. And I’ve had to have managers or supervisors or other coworkers tell me, okay, Jared, you need to say.

Not to slow down a little bit and listen to your clients and being able to figure out, figure those things, figure out those things about me that I need to work on to be a better CSM has really helped me in a lot of ways over the past couple of years. And it’s really helped me grow in my career more than I think I ever could have had I not been in customer success.

So it’s been great.

Jason Whitehead: [00:05:00] Wow. That’s fantastic. I love what you were saying about having to slow down and talking as well too. One of the things I learned early in my career and still struggle with at times is I love the big picture view of things and tell me all the different things that are going to come into play over the next three years.

And let me, get excited about all of that stuff. You can just live with it. And so many people get shut down by that. I’m overwhelmed, stops up, stop just bite-sized chunks smooth, spoonfeed it to me, kind of thing. It just trying to figure out where am I in my comfort zone and where am I blowing away my customers and how do I need to, how do I need to adjust to reach them?

It’s great that you win that so early exciting. A lot of people still don’t figure that out. That’s really key. Yeah,

Jared Orr: [00:05:38] absolutely.

Jason Whitehead: [00:05:40] Jared, I’m curious too, like you mentioned, you’ve got a podcast now and a blog writer and you’re just killing it out there. You’re doing such great things. What inspired you to start these and how did you go about doing it?

How have you been building.

Jared Orr: [00:05:53] So I started my blog at the end of 2020, I think in like November. I started a little before then, but I went live with it in November. And it’s really just, the blog is really a place for me to share my ideas on customer success. A lot of my posts are geared towards like startups and like how to really implement customer success as quickly as possible.

So every time I think of a subject, I always do research on it. I listen to podcasts on it or article read articles, and then I put all of that into a blog post. Great. So that’s my blog. And then regarding my podcast, I started that I believe it was February of this year. The first thing I thought it was like, oh, it’ll just be a customer success related podcast.

Super easy. Cause I already got a network in there, but then I was like, I want to expand that a little bit more because if it’s like my books here, like I have a lot of customer success books, but I had like other books, like better not pertain directly to customer success. So my podcast, I talked to mainly entrepreneur.

People that are doing very well in their careers or starting their own businesses, doing a lot of great things. A lot of people that I’ve talked to so far have been in customer success because of my network, but really my podcast is called the founders and mentors podcast is for people who are aspiring entrepreneurs or want to be future CEOs, they can listen to it, get inspired and hopefully, get some good takeaways from it.

And I’ve interviewed a couple of people that you guys have talked to as well. I’ve talked to Les, Paul Henderson, Kelly Lucas, Sumo. So it’s, I’ve had some incredible conversations with some really phenomenal individuals, which has been great.

Jason Whitehead: [00:07:20] Yeah. They’re all great. I, I could listen to all three of them, a lot more.

I’ve listened to Stephen Kelly a lot just because I worked with them.

Jared Orr: [00:07:27] Great.

Jason Noble: [00:07:28] Oh, she’s fantastic. Johnny you rebranded it recently. Didn’t you shifted what, what made you do that? Because it was a very interesting shift and I think you brought that. Yeah, there are a number of just customer success, podcasts.

There’s something that Jason I trained in. You don’t want it just to be about customer success, but I love the way it’s now found as a mentor. It’s a really different shift. What

Jared Orr: [00:07:48] do you mean. Yeah. So it went from the eclectic podcast to the founders of mentors podcast. So I’m really an eclectic when it comes to my hobbies and interests and things like that.

Excuse me. Like I said, like my books here, like I have customer success, business finance, ultra running books, finance books history books, like it’s crazy. So I’m like, I just want to talk to a ton of different people with different ideas, about a ton of different things. And then a couple months into it.

I realized I really would like to monetize this at some time. And I got some advice from people and they told me, look, if you want to monetize it, you got to make it more niche because literally my tagline was, it’s a podcast for everyone. And if it’s for everyone, then who is it really for? You know what I mean?

So I made it more niche for people like myself who are aspiring entrepreneurs and want to either run their own business or run a company someday. And I gear all of my, I still talk to a variety of things. But I S I gear all of my conversations towards what are you doing to make your dreams a reality?

What are you doing to run your own company? Or what have you done in your career? That’s gotten you to this point, that things like that. And it’s been a, it’s been a good shift so far. That’s

Jason Whitehead: [00:08:55] great. So what’s been some of the best career nuggets you’ve picked up from all the people you’ve spoken to,

Jared Orr: [00:09:01] honestly, like it’s crazy.

If you look at people that have done, so that, that have done so much in their career that have written successful books or are leading, very successful companies as executives, or as CEOs as someone like me, I can look to them like, oh my gosh, there’s such an incredible person. And they are, but they’re also just a normal human being.

Like I’m talking to them and it’s I’m just talking to like next door neighbor. You’re like, oh, how’s your day been? This and that. These are normal people and they’re willing to talk to you. They’re willing to share their advice. And I learned that a little while ago and I’ve had these, I’ve had a lot of these conversations over the last couple of years.

Then I realized, I just want to make a podcast out of this. It really should. Cause I’m having so many of these conversations. And when it comes to successful people, we often get caught up in the bill gates, Oprah Winfrey’s, Elon Musk’s of the world. But in reality, people that we brush shoulders with on a daily basis, Living very successful lives.

Either it could be, that they’re very successful. They’re a successful athlete or a coach or an author, or they’re running a company that you may not know about, but it’s a really successful company. And these people are willing to share their advice with you, but we’re always so oh, I want to hear what Gary Vaynerchuk has to say.

I want to hear what you know, Oprah is saying about this and that, but really it’s like just talk to the people in your inner circle and you’ll be inspired. Absolutely.

Jason Whitehead: [00:10:18] Oh, gee, you want me to Jason?

Jason Noble: [00:10:21] I am indeed. Always talk to myself there again. I try. I love that. And I think you get some incredible stories of, like you say, at the end of the day, we’re all humans and you can connect on that level.

It’s just incredible to do that.

Jared Orr: [00:10:36] Absolutely.

Jason Whitehead: [00:10:36] So what do you see? Since you’ve, you’re having such success with this, the work that you’re doing, both your PR your job and your podcast, anything else what’s next for you? Where are you? What’s the future look like?

Jared Orr: [00:10:46] That’s a great question. As far as my personal future, my Jason and I were talking about this earlier, before you got on Jason, but my wife and I were expecting our first child later this year, so I’m going to be a father.

So that’s great. That’s my future shift for me.

Jason Noble: [00:10:59] You’ve got big ambitions for your child to be as

Jared Orr: [00:11:01] well. Don’t you. I was just saying I want her to be a future co chief customer officer, but she can do whatever she wants, but I just saying it’d be cool if she did that someday, but as far as for me, like professionally I would love like, I love where I’m working right now, but how cool would it be to work for, Gainsight’s or Salesforce or some big company.

I know like at the end of the day, like it’s just a company, it’s just a word it’s just work, but like working for a company like that with such a great reputation and led by just incredible leadership. Not that my leadership isn’t great, but led by mark Benioff or Nick Mehta, like how cool would that be?

So that’s something I would love to do. Personally, I would love to either, I guess I can’t really have two goals. One is to be a chief customer officer and the other is to run my own business someday. Be an internet entrepreneur or run a, create a software product, whatever it is. I’d love to go down the path of entrepreneurship.

And I would love to also be a chief customer officer someday, whether both of those happen great. Whether they happen at different times or one happens in the other. Doesn’t it’s fine. But those that’s really what I would love.

Jason Noble: [00:12:07] You’re really passionate. You said before about kind of everything customer related, where do you think that came from and what’s sparked that passion and how do you keep it there?

Jared Orr: [00:12:17] My parents, it really starts with how I was raised. My parents are probably two of the most service-minded people I’ve ever met. They’re constantly putting others before that for themselves. And, just to give you like a. Quick example, every time when I was growing up, every time we’d make like brownies or cookies or some baked goods, my mom would always say, Hey, let’s take a couple to like the neighbors and I’d hate that.

I’d be like, no, I want them, why would we share these with people? That’s stupid. So all examples like that throughout my life taught me the value of service. And I’ve taken that into my career because customer success really is all about having a service mentality for your customers, making their lives easier.

And I feel a life worth living a fulfilling life is a life of service. And so I think that’s what kind of drives me throughout my career is I’m here to really help you. My customers, I’m here to make your lives easier. I’m your guy. I have your back. And that is what makes my career fulfilling because it’s a service.

Type career. And it also is something I just love to do. I love software. I love learning new platforms. So just like working in software is super fun for me. And then being on the client facing side makes it all the better.

Jason Whitehead: [00:13:27] Yeah, absolutely. No, that, that is so wonderful. And I also love what you were saying too about, working for a large company one day or a small company.

It’s nice to get that variety in there, but I think you’re right. That underpinning of service is really key. So let me ask you, you’ve been around the CS community quite a bit, as you said in network. What do you think are the traits that make someone a great CSM? And what do you think are the traits that you can spot?

And someone like, Ooh, I think you’re going to struggle in this field because of X, Y, and Z.

Jared Orr: [00:13:54] You really have to be a people person to be in customer success. You got to my wife love her. She hates talking. Yeah. She hates it. So I’m like, yeah, you wouldn’t do very well with what I do, but that’s okay.

She’s a high school math teacher, so she’s got her strengths. I’ve got mine, so it’s totally fine. But I really, I actually wrote an article about this on my blog. It really, in my opinion, to be a great customer success manager, it really comes down to three traits. And that is to be empathetic, to be proactive and to be an outrageously great communicator.

Everything else can be taught. Everything else can come into place, but if you don’t have those three. Figure it out already then you’re probably going to struggle when you first start out, you can still become great at those three things, but you will struggle if you’re struggling with those three things, when you start out on customer success.

That’s what I’ve seen. Great customer success managers are empathetic towards their customers. They’re very proactive when it comes to managing their book of business. Because we’ve got a lot on our plates, a lot of moving pieces and customer success. So you gotta be able to. Do your best to stay ahead of those things.

Sometimes it’s hard to do that, but we just got to do our best and then being outraged, a good communicator, you’re on the phone, you’re on zoom, you’re in-person meetings. Now that things are opening up and you gotta be able to communicate clearly and authentically to your clients to build that relationship with them and build that trust.

Jason Noble: [00:15:11] I love that the way that you’ve described it, and those kinds of three key traits, there are so many more that kind of really is all the key assets. You’ve done in kind of your, in your journey into customer success. You’ve actually done a number of training courses and certifications for CS as well.

What do you think about them? Have they helped you what advice would you give to anyone starting or looking at training and certification?

Jared Orr: [00:15:32] Yeah, I think certifications are great really. The, just the opportunity to learn, because like these training programs there’s a couple like practical CSM success, hacker success chain.

I think Jason, you guys have a certification. So these training programs, these certification programs are great to learn really from the experts because these are people that have done very well in their careers or well seasoned their careers. So they create these programs that they feel are best for people starting out or wherever they are in their careers and customer success.

I don’t know, like how. How vital is as far as getting hired. I don’t know many, I haven’t heard many hiring managers, at least with customer success that look at certifications as far as like a qualification to get hired. But that’s just from what I’ve for, maybe you two disagree, I don’t know, but it is a great opportunity to learn from some of the best in the field.

Jason Noble: [00:16:22] I think you’ve hit the nail on the head there as well. And I think there’s there aren’t many organizations looking at them or the reasons I think is because it’s still quite. If you look five years down the line and probably that kind of timeframe, it’ll be something like service management or project management, where there will be some well-known certifications and the ones we’re seeing out there right now.

There’ll be the ones that people do. But I think you do. My, my other half’s just landed her first job as a customer success manager starting next week. Oh, nice. He’d done some of the training and actually the interview process, the guys there said, oh, we didn’t know there was any training. But I think the momentum starting to build though, and I think we will see that over the coming years.

And I think in the

Jason Whitehead: [00:17:05] short term tooth for folks who are trying to break into the field or early in their career, having a certification or having a training there, if nothing else, it shows that you’ve learned a little bit about what this is about. So you’re not going to be completely overwhelmed when you get in the door to it.

Not as you might be, but you’ll at least have a sense of what this is, because Jared, come back to what you said, the story. The first sales job you had six months later oh, this is telemarketing. This is not where I want to take my career. I see. Without having some exposure to a certification or training, you might be in that same situation, which is, it’s all part of growing your careers to figure out what works and what doesn’t.

But I think it’s a great way to start

Jason Noble: [00:17:43] On the sales job. When you look at that telemarketing role, what were your, was you thinking you wanted to do sales to start with and then did it almost. It just completely the wrong law. If that’d be the right one. Do you think you’d have stayed in

Jared Orr: [00:17:56] sales?

Yeah. If it had been a better sale, like non telemarketing and I was okay. Making cold calls, I was okay with that. But if anyone’s done telemarketing, it’s really just making cold calls from the start to the finish reading the same script. Calling the same people. It was horrible. But yeah, if I had been, if it had been a better sales process, if I’d had like better management that really taking the time to train me, and if I would have been able to do more things than just cold calling, actually building up a book of business and there had been like more opportunities for me to grow in like my sales career than just like an SDR.

Then yeah, there could have been a chance that I had stayed there longer and maybe found success in sales, who knows. But I, like I said, I’m grateful that it was such a horrible opportunity because it got me to where I am today. Yeah. So I, yeah,

Jason Noble: [00:18:46] we wouldn’t be having this conversation if you had exactly.

It’s bizarre how there are points in your career that perhaps they weren’t what you thought was going to happen, but you’ve ended up in a better place.

Jared Orr: [00:18:58] Yup. I’ll tell you this. I was so desperate. I was actually, I just told my wife about this the other day. Like she didn’t know about the extent of this until recently.

I was so desperate together. I was literally applying to almost anything. At one point before I discovered customer success, I actually applied for a local plumbing. I was like, I can learn how to be a plumber. Just get me out of here. I’m so desperate. And luckily, like I’m a religious guy. Like I believe like it was some divine intervention that like pushed me towards customer success because it just cause again I just feel so blessed to be where I am.

But I just remember thinking that oh man, what a time, man,

Jason Noble: [00:19:34] I’m sure. Just the success was a plumber job where there’s a growing demand for that.

Jared Orr: [00:19:39] That’s true. There is, yeah. I can start like a plumbing podcast and things like that. I’ll let someone else do that. Probably they probably exist.

You’d probably do. They probably do.

Jason Whitehead: [00:19:50] Wow. Now I remember back my first job out of college as well too, was hideous job working for the government and I knew it. Within three months, like this is not going to be a take. So obviously they’re going to look for another job or go to graduate school. So I had of going back to school, right away, like this is not a fit.

And I think that’s so important to experiment around and see where you want to be with. It’s nice that you found the customer success role and I hope a lot of other folks do. And I think that was some good stuff

Jared Orr: [00:20:13] coming into that. Yeah. I’ve had a number of friends reach out to me like, Hey man, I’m looking to get into customer success.

What, any idiot, any advice? And I had one friend that actually just, I think he just got his first job there. So I’m really excited for him, but I’ve had a few people reach out and even people that are like, Hey, my company is currently implementing a customer success strategy. What advice would you have?

So I just just give them some tidbits, things that I’ve learned. So it’s been good to see that it’s been good to see like my brand reaching other people that don’t really have anything to do with it. And I can offer just my expertise, air quotes there and just give them some advice.

I’m curious,

Jason Whitehead: [00:20:47] Jared, having been taking the trainings and done everything that you’ve done, how would you say you’re different as a CSM now though when you first started in, three years ago, but what’s changed over the course of all of this and how would you show up differently with

Jared Orr: [00:20:59] customers?

Like I mentioned earlier, I’ve learned how to just slow down and really hear my customers out or. I also don’t get too defensive when customers really start attacking either the company or the product or me, it’s so easy to get so defensive on those things. And I’ve learned to just hold back and just really do my best to hear the customers out when they’re complaining or having difficulties and things like that.

So let me ask you. The biggest way I’ve changed. I’ve also just been able to plan a lot better. I’ve learned how to, identify pain points before they really become pain points. I’ve learned how to prepare myself for things like QPRs or renewal calls, things like that. I just just things to prepare for because of mistakes that I’ve made in the past. I don’t want to make that mistake again. So I’ll do it differently. Now. I still got a long ways to go for sure. But I’ve definitely approved in the areas of communicating when things are difficult and preparing for renewals or QPRs or difficult conversation.

Jason Whitehead: [00:21:58] That’s fantastic. And I think what I love listening to you is the confidence and the comfort that comes over. Cause I think that’s one of the things that we hear all the time is, oh, we’ve on our CSMs to be proactive and to be confident with customers to do well. And when I’ve gone to deliver some trainings to folks who are very early in their career or new to the role, they really do struggle.

And just here you go from, early in the career to where you are right now. It’s really great. Just see that coming across and to hear it. It’s very encouraging and I encourage others to take some energy from this.

Jared Orr: [00:22:27] Yeah, for sure. Thank you,

Jason Noble: [00:22:29] Jared. This, the last kind of 15 months clearly been a big challenge for a lot of businesses.

A lot of industries. This Clover pandemics no, one’s lived in a situation like this before it’s put a massive change in businesses. And I think it’s put a focus back on the customer. What do you see as some of the big changes and shifts that you’ve seen happen and that you see would like to see happen for the rest of the year?

Jared Orr: [00:22:55] When I was looking for my first job in customer success in 2018 it’s exploded since then, as far as like open positions for customer success managers. So not just like CSMs, but like VP is a customer success, chief customer officers, directors of customer success. So that, that to me shows that like more and more businesses are seeing the value in re in retention.

Not that they really didn’t see the value before, but now they see Hey, we need to have a strategy, a process, a team in place to really have this. Because, because with so many people dropping their vendors due to the pandemic they need people there on the front lines to prove the value on a consistent basis so that when things like this do happen or recession, or, God forbid another pandemic that these people already know the value they’re getting from this company because of their customer success manager.

And so they don’t, hopefully they don’t churn. So that’s a big change that I’ve seen is just I just saw it. A much bigger value in customer success in the last 15 months. And another thing is communities online communities. There’s been quite a few that have, uprooted since the pandemic many of which pertained to customer success.

Cause it’s good to have a community of like-minded individuals who you can learn from who you can lean on, who you can lean on for support, things like that. It’s so good to have that support system of other like-minded individuals. Yeah. The community, the customer success community is just incredible.

So like I said, when I started in 2018, like I would post stuff about customer success or software and get minimal engagements, but then in 2020 I started posting even more. And now I’ve just, I’ve developed this incredible network of people who I’m commenting on their posts are coming to my mind.

We’re getting all this engagement and it’s just great to see the community, how it’s just completely exploded for lack of a better term in the last.

Jason Noble: [00:24:46] There’s I think it is you’re so right. And that is something that is absolutely grown. It’s grown to a point where it’s one of the salient selling points, almost about customer successes.

There’s just such an awesome like-minded group of individuals that are willing to help each other. And we’re here. I love your idea about it being a service mentality, but I think one thing I said, we’re, our roles are about someone else’s success and it’s not just our customers. It can be friends, it can be colleagues.

Can be the community and it’s a really privileged position to be in. But Jared, this is, this has been an absolutely incredible passionate and really just positive podcast. So a huge thank you for joining us. What we always like to finish the podcast on. And this is going to go back to a question that you actually asked.

You said one of your friends was asking you earlier on, so I’m going to put you on the spotlight here, but we always like to present a bold challenge question for our guests. I’m really happy there. You have some kind of actionable insights for our listeners. So I’m asking you what are three actionable insights that you can give listeners who are looking for their first full-time customer successful?

Jared Orr: [00:25:51] The first one this is actually like step 0.5. If you’re not on LinkedIn, get on LinkedIn. If you’re on LinkedIn, you’re already behind. So get on LinkedIn. And then the first step would be start leveraging LinkedIn connect with as many people as you can that are involved in customer success.

Because then when you start connecting with those people, you’ll start seeing more customer success content, you’ll start seeing their content and you’ll be able to like and comment and learn from other people. And the more you like and comment on these posts, the more people will want to connect with you.

The more connections you’ll make. And then step two, start reaching out to them after you’ve connected with them. After you’ve engaged with them a little bit via their content. Send them a quick message. Say, Hey, I love learning from you. I’d love to learn more. I’m looking to break into customer success.

Can I have maybe just 10, 15 minutes of your time to ask you a question or two and you will be surprised probably as much as I was, how many people will say yes to that one. This was during 2020 when we had more time on our hands, but people are still willing to give some of their time to help people who are wanting to get into customer success.

Something I say is there’s no shortage of success in customers. We’re all here for each other. We’re all here to build each other up. If you’re listening to this and you’re looking to break in, connect with me, I’m sure you guys will link my LinkedIn in the description, but feel free to connect with him.

Happy to have a conversation and then step three. So step one, leverage LinkedIn connect with people. Step two, reach out to people after you’ve connected with them and engage with them. And then step three. Would be to set up a notification for yourself on LinkedIn. So what you can do, you can go to jobs and every time a customer success role is posted either in your region or another region, you’re looking to get a job in, you can get an email notification every time something is posted.

And that’s how I got the job I’m in today. Cause I, I got a notification. The second it was posted, I applied for it. I was one of the first to apply now. So set up those job notifications because that’ll get you like, you’ll be able to be one of the first to apply, which usually means you’ll probably get an interview if you qualify.

So do that. And if you need help, just look it up there. There’s tutorials, but I’m again, I’m happy to help in any way you can reach out to me. I’m happy to assist. I love

Jason Noble: [00:27:59] it, Jared. And that a lot of that is just about the community again. So helping other people and about the wider. Yep.

Jason Whitehead: [00:28:06] Fantastic. And thank you so much with all the success you’ve had in your career, and thank you for joining us and wish you much joy and success going forward, which I know you’ll be continuing to do great things here. Sorry. Jason don’t mean to cut you off.

Jason Noble: [00:28:19] No, I was just going to say, Jared, do you want to just give a quick, you’ve already talked a bit about your blog and your podcasts, but give a quick plug.

Just tell our listeners again about where they can read your podcasts. Listen to your podcast and read your blog

Jared Orr: [00:28:32] for sure. For sure. Yeah. It’s all on my LinkedIn. You can look it up there, but my blog is customer success, whisper.org. If you want to contribute to what I have a couple of people that have actually written blog posts for it.

So if you have a blog posts you’d like to share, let me know. And then and then my blog is founders and mentors podcast. It’s anywhere you get your podcasts, but you can find me on like apple and Spotify. I’m even on YouTube. I post some interviews. But I, yeah, I interviewed a lot of people in the customer success space.

This Friday, actually, I’m going to be releasing a interview with a guy that’s ran over 100, 100 mile races, and he’s a podcaster author. He’s a race director. So he’s done a lot of entrepreneurial things in the realm, but that just shows you like the diverse, the diversity of people that I interview.

Yeah, feel free to check it out. Let me know what you think.

Jason Noble: [00:29:17] Awesome. Jared, look a huge, thank you from us around. This has been a really cool conversation.

Jared Orr: [00:29:21] Yep. Fantastic. Yeah. Thank you. Likewise. Okay.

 

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