How to Map Out a CS Career (Customer Success & Customer Support)

Hello, good evening, and Merry Christmas. I am Akatsuking, a co-creation CS promoter.
This article is written for everyone who is 'lost in their CS career' by an author who has dedicated their life to CS. I hope this helps you make decisions about your future life and career through six ways of mapping out a career, divided into 3 patterns × 2 attributes.

This is the second Christmas article for the CS HACK Advent Calendar 2024!

Introduction

CS (Customer Support and Customer Success) is a vital position that enhances business value while building relationships of trust with customers. When mapping out a career in this field, it is essential to have a strategy that aligns with your own goals and values. In this article, I, having faced CS for 17 years, present a gift article explaining career paths and salary targets by age group, divided into three patterns. I hope this serves as a reference for your CS career path.

1. Course to master a career solely in CS

2. Course to master a career by changing from CS to another profession

3. Course to master a career by changing from CS, then returning to CS

Furthermore, I will explain each by subdividing them into management and specialist types.

1. Course to master a career solely in CS

<20s>

Management Type

• Career: Learn the ropes as a Customer Support or Customer Success representative, and challenge yourself to a leadership role early on

• Skills: Team management, data analysis, basic project management skills

• Target Annual Salary: 3–5 million yen

Specialist Type

• Career: Specialize in a specific area (onboarding, retention, NPS improvement, etc.)

• Skills: Data-driven analytical ability, deepening professional knowledge

• Target Annual Salary: 3.5–5 million yen

<30s>

Management Track

• Career: Promotion from Team Leader to CS Manager, then Head of CS

• Skills: Strategic planning, cross-departmental collaboration, budget management

• Estimated Annual Salary: 5–8 million JPY

Specialist Track

• Career: Further deepening expertise to become an industry-leading expert

• Skills: Application of latest technologies, speaking engagements, and writing

• Estimated Annual Salary: 5–7 million JPY

<Age 40 and above>

Management Track

• Career: Involvement in overall organizational operations as Head of CS or VP of CS

• Skills: Management perspective, M&A, and launching new businesses

• Estimated Annual Salary: 8–12 million JPY

Specialist Track

• Career: Working independently as a CS consultant or advisor

• Skills: Leveraging past experience to provide strategic support to companies

• Estimated Annual Salary: 7–10 million JPY or more

2. Career change path from CS to master another profession

<20s>

Management Track

• Career: Leverage the customer understanding cultivated in CS roles to transition into sales or marketing departments

• Skills: Customer-oriented proposal skills, data utilization skills

• Estimated Annual Income: 3.5–5 million yen

Specialist Type

• Career: Transition to technical roles such as technical support or product management

• Skills: Product knowledge, fundamental knowledge of product development

• Estimated Annual Income: 4–6 million yen

<30s>

Management Type

• Career: Succeed as a department head in sales or marketing

• Skills: Strengthening inter-departmental collaboration, leadership in revenue improvement

• Estimated Annual Income: 6–9 million yen

Specialist Type

• Career: Grow as a product owner or technical director

• Skills: Deep industry knowledge, practical experience in agile development

• Estimated Annual Income: 6–8 million yen

<40s and older>

Management Type

• Career: Leverage experience from other roles to aim for a CXO position (e.g., Chief Customer Officer)

• Skills: Building company-wide customer strategies

• Estimated Annual Salary: 10–15 million JPY or more

Specialist Type

• Career: Leverage insights gained in other roles to become an industry-leading expert

• Skills: Trend analysis, executive consulting

• Estimated Annual Salary: 8–12 million JPY or more

3. The path of changing careers from CS and returning to master it again

<20s>

• CS background → Currently in a different career, so returning at this stage is rare

<30s>

Management Type

• Career: Return to CS by leveraging experience from other roles, active in a leadership position

• Skills: Strategic thinking utilizing a broad perspective

• Estimated Annual Salary: 6–9 million JPY

Specialist Type

• Career: Bring in a new area of expertise (e.g., data science) and excel

• Skills: Cross-functional problem-solving ability

• Estimated Annual Salary: 6–8 million JPY

<40s and beyond>

Management Type

• Career: Active as the top executive of the CS department

• Skills: Organizational reform, driving company-wide CS strategy

• Estimated annual income: 10–15 million yen or more

Specialist type

• Career: Become independent and provide cross-industry CS consulting

• Skills: Unique value proposition incorporating insights from other professions

• Estimated annual income: 9–12 million yen or more

Conclusion

In the context of Customer Success, there are still few role models in Japan, so by keeping job changes in view, it is possible to accelerate your career by about 5 to 10 years or move up one level in annual income bracket.
Whichever course you choose, your customer-oriented mindset and communication skills in CS work will be powerful weapons. Combine your interests and skills to find a career path that is uniquely yours. I am rooting for you!

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Co-creation CS Promoter: Akatsuking
If you are having trouble with Customer Support or Customer Success operations, please consult me via X below.
https://x.com/akatsuki_cs

Publication: BtoB Community Strategy - The Book of Shu-Ha-Ri #Aobon #OFCM
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