Why Empathy Matters: From the Classroom to Customer Success

As a teacher exploring the possibility of transitioning into the tech industry as a Customer Success Manager (CSM), you may be interested in how your experience in education can benefit this new role. Empathy is a key skill that educators cultivate in the classroom, and it’s also a valuable soft skill that’s highly sought after in customer success. In this article, we’ll explore why empathy is a true superpower and how it can greatly affect your shift from teaching to Customer Success in the tech industry.

What are the qualities of an empathetic person?

Empathy is essential for several reasons, and it’s a soft skill that’s universally valuable, whether you’re a teacher or a Customer Success Manager. Empathy is the ability to understand and share the feelings of others. It’s not just about feeling sympathy or pity for someone; it’s about genuinely comprehending and connecting with their emotions, perspectives, and needs. So, what qualities do an empathetic person have?

• Active listening: Empathetic individuals practice active listening by attentively listening without judgment or interruption, and focusing on understanding the speaker’s perspective before responding. Empathetic people listen to understand, and not just to respond.
• Understanding: They genuinely seek to understand others’ feelings, perspectives, and needs, even if those differ from their own. They understand and respect differing viewpoints.
• Patience: Empathy requires patience, especially when dealing with people who are frustrated or upset. An empathetic person remains calm and composed in challenging situations.
• Non-Verbal Cues: Empathetic individuals pay attention to non-verbal cues, such as body language, facial expressions, and tone of voice, to grasp underlying emotions. According to the Mehrabian Communication Model, words make up only 7% of communication.
• Adaptability: Empathetic individuals adapt their responses and actions based on the emotional needs of others. This flexibility helps in providing personalized support to clients.
• Conflict Resolution: Empathetic people are skilled in resolving conflicts constructively, finding common ground, and building consensus.
  

How empathy is a superpower for both teachers and Customer Success Managers.

Empathy is one of the many qualities shared by both successful teachers and CSMs. Here is why empathy is so valuable in both of these professions and how your skill of empathy in the classroom can translate to being a good CSM.

1. Building Relationships: Establishing meaningful relationships requires empathy. Teachers strive to connect with their students, comprehend their challenges, and provide the necessary support for learning and development. Similarly, in the business world, building rapport and trust with clients is essential for long-term success. By listening to and empathizing with your clients’ concerns and issues, you can establish strong relationships with them. Moreover, your clients will trust you more because you are there for them, and trust that you will take necessary actions to assist them.
2. Effective Communication: Being able to empathize with others is a crucial component of effective communication. It involves actively listening, asking relevant questions, and responding in a way that shows you understand and care. Teachers are skilled at using these techniques to promote learning, while in the field of customer success, clear and effective communication is essential for resolving client issues, providing solutions, and ensuring their satisfaction.
3. Problem Solving: Empathetic individuals excel at problem-solving. You’ve likely helped students tackle challenges and overcome obstacles in the classroom. In Customer Success, you’ll apply this same skill to identify and address clients’ pain points and provide tailored solutions.

Why is empathy specifically important in Customer Success?

Now that we’ve established the significance of empathy as a soft skill, let’s delve into why it’s particularly crucial in the field of customer success, especially in the tech industry.

• Client-Centric Approach: As a Customer Success Manager, it’s your top priority to help clients achieve their goals and get the most out of the product or service they’ve invested in. To do this, you need to have a deep understanding of each client’s unique needs and challenges, and be able to relate to them on a personal level. Empathy is a crucial skill for CSMs, as it allows you to see things from the client’s perspective, which is essential for providing tailored solutions and support..
• Relationship Building: Strong, long-lasting relationships with clients are at the core of customer success. Empathetic CSMs can build trust and rapport with clients more effectively. By genuinely understanding their concerns, goals, and pain points, CSMs can provide better guidance and support, leading to increased client satisfaction and retention.
• Conflict Resolution: In any role, including Customer Success, conflicts can arise. Empathy is an invaluable tool for de-escalating tense situations and finding resolutions that satisfy both parties. Teachers often use empathy to address conflicts in the classroom, and CSMs can apply the same principles to manage client concerns and disputes.

As you consider transitioning from teaching to a career in Customer Success within the tech industry, remember that empathy is a skill you already possess and have likely refined during your teaching career. It’s not just a soft skill; it’s a superpower that can set you apart in your new role. Whether you’re helping students thrive in the classroom or ensuring clients succeed with tech products and services, empathy matters. It’s the bridge that connects you to others, fosters trust, and enables you to make a positive impact. Embrace your empathetic nature, and let it guide you on your journey to the world of Customer Success.