Transitioning from Customer Success: Exploring Non-Customer Facing Roles

Transitioning from Customer Success: Exploring Non-Customer Facing Roles - transitioning customer success

Are you a seasoned Customer Success Manager (CSM) who’s had their fill of customer interactions, upsell targets, and churn? If you’re yearning for a change and want to step into a non-customer facing role, you’re not alone. In this blog post, we’ll dive into various career paths that CSMs like you can venture into, leveraging your skills and experience while minimizing direct customer interactions.

The Desire for Change

After dedicating decades to customer-facing roles, and a few years as a CSM, you may have found yourself seeking a shift. The constant hustle of building and nurturing customer relationships, striving to meet upsell goals, and dealing with churn can leave anyone craving a change of scenery. You’re yearning for a role that allows you to focus on back-office tasks, cross-functional projects, process design, and efficiency improvements.

Exploring Your Options – Transitioning from CS

1. Product Management

One of the most anticipated transitions for CSMs looking to step away from customer-facing responsibilities is entering the realm of product management. Your in-depth knowledge of customer needs, pain points, and feedback positions you perfectly to bridge the gap between customers and product development teams. Your input can be invaluable in shaping products that resonate with customers.

2. AI Data Analytics & SaaS

The world of AI data analytics and Software as a Service (SaaS) offers opportunities to leverage your analytical skills. Dive into the world of data-driven decision-making, helping organizations harness the power of data for business insights and growth.

3. Customer Experience (CX)

If you enjoy enhancing the overall customer journey but prefer working behind the scenes, a role in Customer Experience (CX) could be your ideal fit. CX Managers ensure that every customer has a positive experience with the company. You’ll analyze interactions across various channels, collaborate with different departments to improve processes, and ultimately drive customer loyalty and satisfaction.

4. Business Analyst

Transitioning into a Business Analyst role allows you to capitalize on your critical analysis skills and presentation abilities. While you may need to pick up some technical skills like SQL, understanding Business Intelligence (BI) tools, and ETL (Extract, Transform, Load) processes, your experience as a CSM provides a strong foundation for translating data into actionable insights.

5. Customer Success Operations (CS Ops) and Revenue Operations (Rev Ops)

CS Ops and Rev Ops roles are excellent for those who want to step back from direct customer interactions but still play a vital role in optimizing customer success processes. You’ll focus on the operational aspects of customer success, ensuring teams run efficiently, data is managed effectively, and processes are streamlined.

Transitioning with Confidence

Regardless of the path you choose, transitioning from customer-facing roles to non-customer facing ones is an achievable goal. Your skills in understanding customer needs, communicating effectively, and problem-solving are highly transferable. Don’t hesitate to embrace this exciting change in your career journey.

Remember, your journey is unique, and it’s crucial to find a role that aligns with your interests and strengths. Explore industries that resonate with you and reach out to professionals who’ve made similar transitions. With determination and a well-thought-out plan, you can embark on a fulfilling career in a non-customer facing role while building on your rich experience in Customer Success.

Driving Customer Success –

Hakan Ozturk

Hakan Ozturk
Founder,, #1 Weekly Customer Success Newsletter

Hakan Ozturk is a Paris-based Customer Success leader with over 15 years of experience in the computer software industry. Passionate about driving growth and delivering value to strategic customers, Hakan has established himself as a trusted industry expert. As the Founder of The Customer Success Café Newsletter and, Hakan provides valuable industry insights and daily-updated job opportunities worldwide in the field of Customer Success. Connect with Hakan to boost your career in CS and your company’s potential for massive growth.

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