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How Parenthood Inspired My Career Shift from Teaching to Tech

Life has a funny way of nudging us toward the change we need, often through the most unexpected avenues. For me, (like many mothers) that nudge came in the form of parenthood. Becoming a mother transformed my perspective on work, life, and everything in between. It was the catalyst that propelled me from my role as an ESL teacher to explore a new career in Ed-Tech.

I spent almost ten years teaching English as a Second Language. I honestly loved the work, but towards the end of my teaching career, I started feeling very burnt out. The pandemic shortened my teaching hours and forced me to adapt to hybrid classes, juggling online and on-site students. Ironically, shorter teaching hours meant much more time spent on admin/curriculum development. With a toddler at home and another child on the way, life became overwhelmingly hectic. I had to work nights and weekends. I basically had no life outside of my job. I had no time for myself, my family, my health, friends, hobbies, and other important priorities. I had the dreaded ‘Sunday Scaries’ every week.

The Turning Point

I knew I had to make a change. But the biggest issue I faced was not knowing what to do and where to go. Having started my first teaching job while still in college, I had been in education for ten years and felt unqualified for anything else. My confidence was at an all-time low. I had never succeeded in a non-teaching job interview, and unlike many of my peers, I hadn’t pursued a master’s degree in Education.

My motivation to leave teaching grew steadily. A significant move by my management just before I had my second child made it clear that I was no longer valued by the company. It was a heartbreaking realization, but one that would eventually fuel my motivation to leave the job.

During my 16-week maternity leave, I took stock of my life and reflected on my priorities. Parenthood brought a significant shift in perspective. Work could no longer come first, especially not a job that demanded five full days, nights, and weekends. I was done with burning the midnight oil to grade papers and write reports. I needed a job with clear work-life boundaries and understanding managers.

Discovering a New Path

I knew my worth. I had strong work ethics, was a fast learner, resourceful, and could work independently. A chance video on TikTok introduced me to the possibility of a job in tech. The video by a Singapore-based creator explained how roles like Sales Development Representatives (SDRs) and Business Development Representatives (BDRs) in SaaS companies required little to no experience. I turned to my husband and asked, “Do you think I would be good at tech sales?” His immediate agreement was all I needed to dive into the world of tech sales.

I delved into job boards, certifications, and various resources to get started in tech sales. I attended conferences and networking events, connecting with like-minded individuals. I also joined LinkedIn groups and expanded my network significantly. During my maternity leave, I dedicated my time to my newborn, and whenever he slept, I immersed myself in learning. I watched YouTube videos, listened to podcasts, completed MOOC certifications, and sought mentorship. During that time, I learned about the world of tech sales, different roles and job possibilities, industry jargon, interview skills, CV skills, and more. I was naturally drawn to jobs in the ed-tech space, finding the transition surprisingly seamless for teachers like myself.

Within a few weeks, I secured several interviews for SDR and CSM roles. Eventually, I found my current job, where everything fell neatly into place. I met all three of my reporting managers, and we instantly clicked. From the time I started exploring tech sales to landing my Customer Success Manager (CSM) role, it took about two months. I left my teaching job before my maternity leave ended and started my current job a month later.

It’s been almost two years since I made the career switch, and I can confidently say it was one of the best decisions I’ve ever made for myself and my family. The most significant change since my career shift is the improved work-life balance. I’m blessed to be able to work remotely with flexible hours, and this has allowed me to be more present for my family.

Here are some additional personal rewards I’ve experienced:

Enhanced Family Time and Personal Well-being: My schedule allows me to drop off and pick up my kids from nursery daily, participate in their activities, and enjoy more quality time with my husband and children. Additionally, the fact that this job offers clear work-life balance boundaries means I have more time for self-care, enabling me to exercise regularly, pursue hobbies, and maintain good physical and mental health. This balance has significantly improved both my family life and personal well-being.
Supportive Work Environment: My managers are incredibly understanding when I need time off (I definitely do not abuse this trust). This supportive environment has made a huge difference in my job satisfaction.
Professional Growth: The tech industry offers continuous learning opportunities. I’ve gained new skills and knowledge that have boosted my confidence and opened up further career prospects. Moreover, I can clearly envision my potential career advancement within my current company, which provides me with substantial motivation to work towards those goals.
Fulfilling Career in Ed-Tech: Working in the ed-tech industry allows me to stay connected to the educational field in a meaningful way. I collaborate closely with school leaders and staff, helping them implement and optimize technology solutions that enhance the learning experience. This aspect of my job is deeply fulfilling, as it lets me contribute to the educational community and witness the positive impact of technology on teaching and learning.
Parental Role Modeling: I am now a role model for my children, demonstrating the importance of pursuing a fulfilling career while maintaining a healthy work-life balance.

Transitioning to tech has come with its own set of challenges, with ups and downs just like any other profession. However, I realized it was time to move on from teaching. As a mother, it became clear that my children deserved my time and energy, and they weren’t getting the best version of me while I was in my teaching job.

My story might not resonate with every teacher, but for those feeling burnt out and longing for change, know that a fulfilling career in tech could be within reach. If, like me, you’re looking for a new path that prioritizes your children, family, and personal well-being, and you’re unsure where to begin after dedicating yourself to teaching, transitioning into the tech industry could be a rewarding choice to explore.

CSM Jargon Handbook – 15 commonly used terms

Here is a list of 15 commonly used terms you will most definitely come across if you work as a CSM for a SaaS company. I had to learn many of these terms from scratch, either by frantically googling the terms, or clarifying them with my very patient managers and colleagues!

ARR (Annual Recurring Revenue) ARR is the total yearly revenue generated from subscription-based customers. Suppose your company has 100 customers paying $1,000 annually; your ARR is $100,000.
QBR (Quarterly Business Review) A QBR is a strategic meeting where you assess your client’s progress, discuss achievements, and identify areas for improvement. For instance, you might conduct a QBR with a client to review their product usage, discuss their goals, and plan for the upcoming quarter.
Upsell Upselling is encouraging customers to purchase a more advanced or premium version of a product they already have. Think of a streaming service suggesting an upgrade from the basic plan to the premium plan for more features, or if an ed-tech software provider is requested to provide services to an increased number of students.
Cross-Sell Cross-selling involves offering additional products or services to existing customers. Imagine a software company suggesting a security add-on to a client who already uses their primary software.
Downsell Downselling is the practice of offering a less expensive product or service to a customer who may not be ready for a higher-tier option. It may also refer to a decrease in the subscription cost paid due to a drop in the number of users. While downselling will impact ARR, it helps maintain the customer relationship while meeting their needs and budget.
Churn Churn represents the rate at which customers stop using a product or service. For example, if 10 out of 100 customers cancel their subscriptions, your churn rate is 10%. It is important to take churn-mitigation measures, as high levels of churn will cause significant loss in revenue and profit.
CRM (Customer Relationship Management) A CRM is software used to manage interactions and relationships with customers. It helps track customer data, communication history, and upcoming tasks. Companies use CRMs to enhance customer engagement. Salesforce is a commonly-used CRM.
CSAT (Customer Satisfaction Score) Customer satisfaction (CSAT) is a metric that measures how contented customers are with your product or service. This can be either a short or longterm metric. Generally, it is assessed through surveys by asking customers to rate their satisfaction level on a scale. A high CSAT score is an indication of satisfied customers.
NPS (Net Promoter Score) NPS gauges customer loyalty by asking how likely they are to recommend your product or service to others. Respondents rate on a scale from 0 (not likely) to 10 (very likely). Respondents may sometimes be given a field to indicate why they’ve given a particular score. A high NPS signifies strong customer advocacy. Generally, a company would classify a respondent who gives out a score of 9-10 as a ‘promoter’, meaning that they would likely recommend the product/service to others. The group that scores 7-8 are known as ‘passives’. While they are not unhappy, they might also easily be swayed by competitors. A score of 6 and below would classify a respondent as a ‘detractor’, meaning they might possibly spread bad word-of-mouth.
Onboarding Onboarding involves guiding new customers through the initial setup and training process. It ensures they get started smoothly. An example is helping a new software user configure their account, arrange for training if necessary and do periodic check-ins to ensure that the client is able to use the software effectively.
Retention Retention is the act of keeping existing customers engaged and satisfied to prevent them from churning. Strategies to boost retention include providing excellent support and delivering value. Retention is naturally a huge part of a CSM’s role. According to this study on Forbes, it can cost 4-5 times more to sign a new customer than it does to retain an existing one. This is especially true for SaaS companies.
Renewal Renewal refers to a customer’s decision to extend their subscription or contract with your company. Successful CSMs aim to secure renewals by demonstrating ongoing value. Depending on your company, however, CSMs may
Customer Journey The customer journey maps the various stages a customer goes through, from awareness to post-purchase. Understanding this journey helps tailor support and communication.
Feature Requests Feature requests are suggestions from customers for product improvements or new features. CSMs collect these requests and share them with the product development team to enhance the product.
Engagement Engagement measures how actively customers interact with your product or service. CSMs monitor engagement to gauge customer satisfaction and identify opportunities for improvement.

Now that you’re equipped with these essential CSM terms and examples, you’re better prepared to excel in your new role. Embrace the learning process, and remember, your teaching skills, like explaining complex concepts and adapting to diverse audiences, will undoubtedly benefit you in your career transition. Welcome to the exciting world of Customer Success in tech! 🚀💻

Transitioning from Teaching to Ed-Tech – Ideal Jobs for Educators

Ed-tech is very likely the most natural segue from education into tech. Ed-Tech (short for educational technology) bridges traditional education with digital innovation. As an existing teacher, you would most likely already be an adept user of some ed-tech tools and platforms, like learning management systems, virtual classrooms, digital portfolios, and communication tools.

One of the driving factors behind the Ed-Tech boom is the recent surge in remote and online learning, largely due to the COVID-19 pandemic. Schools had to rapidly adapt to online learning, and there was a huge increase in the availability of e-learning platforms, digital content and resources, remote collaboration tools, online assessments and proctoring, and many other tools and platforms. As the demand for tech-driven learning solutions continues to surge, ed-tech companies are actively seeking passionate educators to revolutionize education from the inside out.

Ideal Ed-Tech Roles for Educators

There are various roles in the ed-tech space that are uniquely suited to educators. I’ve deliberately excluded roles such as online educator or online tutor, as I wanted to focus on non-teaching tech roles. Here are some examples that current/ex-educators can consider if they are thinking of moving into an ed-tech role.

Customer Success Manager (CSM): A role closest to my heart is that of a CSM, so of course I would mention this role first! 🙂 I’m still in my first post-teaching role. Being a CSM affords me the ability to keep working closely with schools and school leaders/staff. A CSM role is particularly well-suited for teachers transitioning from the classroom to the tech world. As a CSM, I ensure that educators, schools, or institutions using my company’s Ed-Tech solutions have a smooth and successful experience. My background as an educator enables me to empathize with the challenges teachers face, making me a valuable asset in customer support, training, and relationship-building.
Curriculum Developer: As a teacher, you’ve spent years crafting lesson plans and educational content. In Ed-Tech, your expertise in curriculum development is highly valuable. Curriculum Developers create engaging, effective learning materials tailored to various Ed-Tech platforms. Your ability to align content with educational standards and pedagogical principles is a sought-after skill.
Instructional Designer: Similar to Curriculum Developers, Instructional Designers work on creating educational content. However, they focus on designing engaging, interactive learning experiences. Your classroom experience gives you insights into the most effective teaching methods, which you can translate into captivating online courses.
Learning Experience Designer: For educators transitioning into the ed-tech industry, the role of a Learning Experience Designer will draw from your deep understanding of classroom dynamics and student needs to shape the user experience within Ed-Tech products. Learning Experience Designers ensure that Ed-Tech platforms are user-friendly and optimize the learning journey. Your day-to-day might include conducting needs analysis, content creation, user experience testing and data analysis.
Ed-Tech Specialist/Consultant: If you have a passion for integrating technology into the classroom, becoming an Ed-Tech Specialist/Consultant is a natural fit. These professionals assist educators in effectively implementing technology tools and Ed-Tech platforms to enhance teaching and learning. Your firsthand experience as a teacher gives you a unique perspective on the practical application of these tools, and it will also give you the opportunity to understand the common frustrations and difficulties faced by users when adopting a new piece of technology.
Product Manager: As a teacher, you possess a unique perspective on what students and educators need. Transitioning into a Product Manager role allows you to leverage this insight to develop cutting-edge educational tools. Product Managers collaborate with tech teams, using their pedagogical expertise to conceptualize, design, and implement user-friendly solutions that cater to diverse learning needs.
Project Manager: Project Managers in ed-tech oversee the seamless execution of educational initiatives. Your responsibilities as a Project Manager include crafting detailed project plans and outlining clear objectives and timelines. Your expertise in educational methodologies will definitely give you a leg-up in creating projects that resonate with teachers and students alike.

Tips for Landing Your Ideal Ed-Tech Role

Emphasize Transferable Skills: Highlight skills gained from your teaching career, such as communication, adaptability, problem-solving, and time management, in your resume and interviews. These skills are highly relevant in Ed-Tech.
Continuously Update Tech Skills: Stay up-to-date with the latest educational technologies and tools. Familiarize yourself with Ed-Tech platforms, software, and trends to show your commitment to the industry.
Build an Online Presence: Create an online portfolio or LinkedIn profile showcasing your educational achievements and tech-related endeavors. Engage with Ed-Tech communities to network and learn from others in the field. When I first started searching for opportunities and advice about leaving teaching, I searched LinkedIn for the following terms: #transitioningteachers and #transitionedteachers. I found a whole community of people who were in pretty similar situations as I was and connected with quite a number of people.
Customize Your Applications: Tailor your CV for each Ed-Tech job application. Highlight how your background as an educator uniquely qualifies you for the role. Try to include keywords from the job description in your CV as well.
Leverage Professional Development: Consider pursuing relevant certifications or courses in instructional design, e-learning, or educational technology. These credentials can boost your qualifications. If you take any tech courses/certs, be sure to feature them on your LinkedIn profile, CV and/or talk about them in your interviews. While these short online courses and certs may not be enough to give you sufficient tech knowledge right off the bat, it shows your future employers that you are resourceful and willing to learn.

In the realm of career transitions, stepping out of teaching and into Ed-Tech could be a more natural evolution, as it blends your educational background with the digital future of learning. Unlike venturing into other tech domains, this move into Ed-Tech would be a more tailored fit, where your teaching expertise and experience may find a meaningful home in the world of innovative education technology.

Unlocking the Language of Customer Success: 15 Essential Terms for Aspiring CSMs

One of the first things you might notice when you’re moving from teaching to Customer Success is the language and jargon used can be quite specific and inaccessible to those who have little or no background in tech or Customer Success. If you want to be successful as a CSM, understanding some of this jargon will come in very useful, particularly if you want to learn more about a CSM career through career websites, podcasts and videos.

ARR (Annual Recurring Revenue) ARR is the total yearly revenue generated from subscription-based customers. Suppose your company has 100 customers paying $1,000 annually; your ARR is $100,000.
QBR (Quarterly Business Review) A QBR is a strategic meeting where you assess your client’s progress, discuss achievements, and identify areas for improvement. For instance, you might conduct a QBR with a client to review their product usage, discuss their goals, and plan for the upcoming quarter.
Upsell Upselling is encouraging customers to purchase a more advanced or premium version of a product they already have. Think of a streaming service suggesting an upgrade from the basic plan to the premium plan for more features, or if an ed-tech software provider is requested to provide services to an increased number of students.
Cross-Sell Cross-selling involves offering additional products or services to existing customers. Imagine a software company suggesting a security add-on to a client who already uses their primary software.
Downsell Downselling is the practice of offering a less expensive product or service to a customer who may not be ready for a higher-tier option. It may also refer to a decrease in the subscription cost paid due to a drop in the number of users. While downselling will impact ARR, it helps maintain the customer relationship while meeting their needs and budget.
Churn Churn represents the rate at which customers stop using a product or service. For example, if 10 out of 100 customers cancel their subscriptions, your churn rate is 10%. It is important to take churn-mitigation measures, as high levels of churn will cause significant loss in revenue and profit.
CRM (Customer Relationship Management) A CRM is software used to manage interactions and relationships with customers. It helps track customer data, communication history, and upcoming tasks. Companies use CRMs to enhance customer engagement. Salesforce is a commonly-used CRM.
CSAT (Customer Satisfaction Score) Customer satisfaction (CSAT) is a metric that measures how contented customers are with your product or service. This can be either a short or longterm metric. Generally, it is assessed through surveys by asking customers to rate their satisfaction level on a scale. A high CSAT score is an indication of satisfied customers.
NPS (Net Promoter Score) NPS gauges customer loyalty by asking how likely they are to recommend your product or service to others. Respondents rate on a scale from 0 (not likely) to 10 (very likely). Respondents may sometimes be given a field to indicate why they’ve given a particular score. A high NPS signifies strong customer advocacy. Generally, a company would classify a respondent who gives out a score of 9-10 as a ‘promoter’, meaning that they would likely recommend the product/service to others. The group that scores 7-8 are known as ‘passives’. While they are not unhappy, they might also easily be swayed by competitors. A score of 6 and below would classify a respondent as a ‘detractor’, meaning they might possibly spread bad word-of-mouth.
Onboarding Onboarding involves guiding new customers through the initial setup and training process. It ensures they get started smoothly. An example is helping a new software user configure their account, arrange for training if necessary and do periodic check-ins to ensure that the client is able to use the software effectively.
Retention Retention is the act of keeping existing customers engaged and satisfied to prevent them from churning. Strategies to boost retention include providing excellent support and delivering value. Retention is naturally a huge part of a CSM’s role. According to this study on Forbes, it can cost 4-5 times more to sign a new customer than it does to retain an existing one. This is especially true for SaaS companies.
Renewal Renewal refers to a customer’s decision to extend their subscription or contract with your company. Successful CSMs aim to secure renewals by demonstrating ongoing value. Depending on your company, however, CSMs may
Customer Journey The customer journey maps the various stages a customer goes through, from awareness to post-purchase. Understanding this journey helps tailor support and communication.
Feature Requests Feature requests are suggestions from customers for product improvements or new features. CSMs collect these requests and share them with the product development team to enhance the product. Not all feature requests will get developed, so it’s important to also manage the clients’ expectations that even though they submit an idea for a feature request, it doesn’t mean that the feature will definitely get built.
Engagement Engagement measures how actively customers interact with your product or service. CSMs monitor engagement to gauge customer satisfaction and identify opportunities for improvement. A customer who is engaged is likely to generate more revenue for your company, and it’s thus important for CSMs to ensure that customer engagement remains consistent.

There will be many other terms that you come across in your day to day, but by undestanding these 15 basic terms, you will be able to confidently take your first steps into clinching a CSM role! Are there any other essential terms that should have made it on the list? Share them with me in the comments down below! 🚀💻

Tech Interview Tips for Former Teachers

Transitioning from a teaching career to a tech career can be a challenging move. It’s natural to feel anxious and like a lot is at stake during tech interviews. But as an educator venturing into the tech industry, you already possess a wealth of skills and experiences that can set you apart from other candidates. This guide offers valuable insights and tips on how to succeed in your tech interview. Most importantly, it addresses the two questions that may be on your mind: how to explain why you’re leaving teaching (as well as a couple of interview ‘don’ts’!) and how to communicate your desire for a career change during an interview. Let’s dive in!

Why Are You Leaving Teaching?

The first question that might come up in your tech interview is why you’re leaving your teaching career. It’s crucial to frame your response in a way that highlights your motivation and determination to transition into the tech world. Here’s how to do it effectively:

Highlight Your Passion for Tech: Begin by expressing your genuine passion for technology and the opportunities it presents. Emphasize your excitement about the industry and your eagerness to contribute your skills and experiences to the role. This will show the interviewer that your decision is driven by a sincere interest in tech.
Discuss Career Growth: Be sure to talk about your desire for personal and professional growth. Explain how you believe a tech career aligns with your long-term goals and how it offers the potential for continuous learning and advancement.
Focus on Transferable Skills: Highlight the transferable skills you’ve acquired during your teaching career that are relevant to the tech role you’re interviewing for. Skills such as communication, problem-solving, adaptability, and working with diverse groups can be powerful assets in any field, including tech.
Be Honest but Positive: While discussing your reasons for leaving teaching, be honest but maintain a positive tone. Avoid dwelling on negative aspects or frustrations in your previous career. Instead, emphasize your enthusiasm for the new path you’re pursuing.

Equally crucial to this list is how to avoid common pitfalls that can hinder your success in an interview:

Don’t Overshare Teaching Details: When discussing reasons for leaving a teaching job, it’s important to focus on the positive aspects of your career change. Avoid going into too much detail about any difficulties or frustrations, and maintain a professional approach. Only share if specifically asked, and even then, keep your responses brief and positive.
Avoid Overlooking Technical Knowledge: Depending on the tech role you’re pursuing, you may be expected to have a certain level of technical knowledge. Brushing up on technical skills can be hugely beneficial. Be prepared to discuss your technical competencies honestly. Likewise, if you are trying to enter a field that is not very technical but still requires you to have a certain level of skill, you should likewise take a few short courses so that you can familiarize yourself with the processes and technical jargon. Before my interviews, I studied the job descriptions closely and realized that familiarity in something called Salesforce (back then an extremely foreign term), I went online and searched for free courses so that I could actually wrap my head around what this system was, and how I would have to use it in my day-to-day in my new job.
Don’t Assume Knowledge Gaps Are a Deal-Breaker: If you encounter questions or technical topics that you’re not familiar with, don’t panic. Interviewers understand that career transitions involve learning curves. Express your willingness and enthusiasm to learn and adapt to new challenges.

Conveying Your Desire for a Career Change

Now, let’s tackle the question of how to communicate your desire for a career change during the interview:

Be Clear and Confident: When explaining your desire for a career change, be clear and confident in your words. Express your determination and commitment to making this transition a success. Show that you’ve thoroughly researched the tech industry and the specific role you’re pursuing.
Link Your Passion to the Role: Connect your passion for tech and the role you’re interviewing for. Discuss how your background in teaching has equipped you with highly transferable skills relevant to the tech position, and explain how these skills will enable you to excel in your new career.
Highlight Relevant Training (in-person and on your CV/LinkedIn): If you’ve undertaken any tech-related courses, certifications, or self-study, mention them. This demonstrates your proactive approach to preparing for your career change and your willingness to invest in your development. Be sure to also share these certificates on your LinkedIn profile and on your CV.
Share Success Stories: Share anecdotes or examples from your teaching career that showcase your ability to adapt, learn, and overcome challenges. Illustrate how these experiences have prepared you for the tech role and how they reflect your commitment to success in your new career.

Transitioning from teaching to a tech career is an exciting journey filled with possibilities. During your tech interview, remember to showcase your passion, transferable skills, and readiness for growth, and you’ll stand out as a strong candidate. Your unique background as a former teacher can be a tremendous asset in the tech world. Good luck! 🚀💻

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.

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.
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.
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.

Demystifying the Role of a Customer Success Manager: Skills, Responsibilities, and Everything in Between!

Title: Demystifying the Role of a Customer Success Manager: Skills, Responsibilities, and More

As a teacher contemplating a career shift into the tech industry, you’d likely have come across the Customer Success. In this post, we will break down what it means to be a Customer Success Manager (CSM), the roles and responsibilities of the job, essential skills needed in this role, and discuss how it’s different from sales positions. We’ll discuss how CSMs are compensated and where you can find credible information about remuneration.

What Does a Customer Success Manager Do?

Customer Success Managers play a pivotal role in tech companies. Their primary goal is, as the title suggests, to ensure that customers derive maximum value (or success) from the products or services they’ve purchased. Here’s what a typical day in the life of a CSM might look like (there might be variations across different types of companies, but these are the most common roles and responsibilities):

Onboarding: CSMs guide new customers through the onboarding process, ensuring a smooth transition into using the product or service. This might include conducting calls and walking them through the technical set-up, and providing training to their staff or other users of the products/services.
Relationship Building: They build strong, long-lasting relationships with clients, acting as a trusted advisor and advocate. Apart from contacting support for technical issues, clients generally reach out to CSMs for other issues such as questions about their subscriptions, upgrading/downgrading their plans, requests for training, termination of contracts, and so on. A trusted CSM can provide great service to clients, which in turn may reduce the risk of churn.
Problem-Solving: When problems arise, customer success managers (CSMs) are there to assist the clients. Although not all CSMs are expected to possess advanced technical knowledge to troubleshoot intricate technical issues, most are required to have excellent interpersonal skills to handle upset or frustrated clients, defuse conflicts, and escalate the matter to the relevant channels if necessary.
Product Knowledge: Customer Success Managers (CSMs) have an extensive understanding of the product or service, which enables them to provide personalized solutions and advice. Additionally, CSMs can successfully upsell or cross-sell by leveraging their in-depth knowledge, as clients trust and have confidence in their expertise.
Feedback Loop: They collect customer feedback and feature requests, and relay them to the product development team, driving product improvements. Remember, a CSM is the voice of a customer!

Skills You Need to Be a Customer Success Manager

Now that we’ve covered the role of a CSM in a tech company, let’s explore the skills you’ll need to succeed as a CSM. You’ll notice that as a teacher, you already possess these skills.

Communication
Empathy
Problem-Solving
Adaptability
Time Management
Data Analysis

Check out my post on how you can identify transferrable skills that you’ve honed as a teacher in a career as a CSM!

CSM vs. Sales: Understanding the Difference

While CSM and sales roles may seem similar, they serve distinct purposes:

Customer Success Manager: CSMs focus on post-sale relationships. They ensure that new and existing customers achieve their goals with the product or service, emphasizing retention and satisfaction.
Sales: Sales professionals concentrate on acquiring new customers. Their primary goal is to close deals and bring in new business.

Compensation for Customer Success Managers

CSMs receive compensation through a combination of salary, bonuses, and sometimes commissions (. Compensation can vary depending on factors like experience, company size, and location. To find credible information about CSM remuneration, you can explore websites like Glassdoor. If you’re based in Singapore, MyCareersFuture is another great resource. Additionally, networking with CSM professionals can provide valuable insights into compensation trends.

To sum up, switching from a teaching career to a Customer Success Manager position in the tech sector is a feasible and fulfilling option. Your teaching abilities, such as effective communication, compassion, and critical thinking, can prove to be valuable assets in excelling in this role. 🚀

How Your Teaching Experience Can Shine in Customer Success Roles

Out of all the tech roles out there, my first (and current!) role in the tech world was in the field of Customer Success (CS). You may not have realized this (I certainly didn’t!), but your teaching experience equips you with valuable skills that can make you a standout candidate in the world of CS. In this blog post, we will discuss how educators can leverage their qualifications and skills to transition into a Customer Success Manager (CSM) role successfully.

Qualifications needed to become a Customer Success Manager

Before we discuss the transferrable skills teachers have that they can use in Customer Success, it’s important to understand the typical qualifications for a Customer Success Manager:

1. Education: While there’s no strict educational path for CSMs, a bachelor’s degree is often preferred (though not always required). Degrees in business, communications, or related fields can be advantageous. Your teaching background provides you with a strong educational foundation. Taking a few Customer Success short courses online could be helpful as well.

2. Experience: Experience in customer service, sales, or account management is beneficial but not mandatory. Teaching experience demonstrates your ability to manage relationships, which is a crucial aspect of customer success.

3. Product Knowledge: Familiarity with your company’s product or service is essential. However, most jobs will only expect you to learn the ins and outs of the product once you actually start working.

Now, let’s see how your teaching skills can help you seamlessly transfer to the world of Customer Success.

Skills Teachers Can Transfer to Customer Success

Communication: Effective communication is the cornerstone of both teaching and customer success. Teachers excel in condensing and conveying complex ideas, listening actively, and tailoring their communication to diverse audiences.

Empathy: Teachers are naturally empathetic and are able to understand each student’s unique needs. This empathy translates well into customer success, where understanding and addressing client concerns is key.

Problem-Solving: In the classroom, teachers regularly solve problems to help students grasp concepts. Similarly, CSMs often have to troubleshoot issues and find solutions to ensure customer satisfaction.

Adaptability: Like tech, education is an ever-evolving field, and teachers must adapt to new technologies and methodologies to fit the current needs of their students and the classroom. Likewise, CSMs need to adapt to evolving customer needs and industry trends.

Time Management: Balancing lesson plans, grading, and extracurricular activities helps teachers hone their time management skills. Similarly, CSMs require strong time management abilities to juggle multiple clients and tasks.

Data Analysis: Teachers regularly analyze student performance data (or even data related to attendance and behavior) to inform instructional and disciplinary decisions. In a similar vein, CSMs use data to track customer engagement and identify areas for improvement.

Career Path for a Customer Success Manager

So what does a career path for a Customer Success Manager look like? Like in any other job or role, this can vary depending on the size and culture of your company, but it typically involves the following stages:

1. Entry-Level: Starting as an Associate CSM or Support Specialist, you learn the basics of customer success.

2. Mid-Level: As you gain experience, you may advance to roles like CSM or Account Manager, managing your portfolio of clients.

3. Senior-Level: Senior CSMs or Directors often oversee larger client accounts and lead teams of CSMs.

4. Leadership: With extensive experience, you can aspire to leadership roles like VP of Customer Success or Chief Customer Officer.

To sum up, teachers already possess many skills (whether they know it or not!) that are relevant and applicable in Customer Success positions. Your ability to communicate, empathize, solve problems, and adapt makes you an important asset in this industry. Use your teaching experience to start a fulfilling career in Customer Success. Your talent for educating and motivating will be evident as you lead your tech clients toward success. 🚀

Imposter Syndrome?

If you’re reading this, it’s likely you’ve spent years in the classroom, imparting knowledge, and shaping young minds. Teaching has been your life, your passion, and your comfort zone. But now, you’re contemplating a leap into the tech world, and that old familiar feeling is creeping in—impostor syndrome.

Let’s be honest; transitioning from teaching to tech can be daunting. Heck, the thought of transitioning to any career outside of the classroom can see intimidating and unattainable. It took me years to pluck up the courage to make the leap, and the reason why it took me so long was because I always harboured the same thought in my mind: I’m not cut out for anything other than teaching. I don’t have any experience besides teaching that would make me a good employee in another role.

Sound familiar?

The thought of stepping into a new career, especially one that’s full of tech-savvy professionals, can leave many teachers feeling like they don’t belong. But I’m here to tell you that you’re not alone in this journey, and impostor syndrome doesn’t have to hold you back.

I wrestled with these negative thoughts for a long time, and in fact, they forced me back into my comfort zone of being an educator for many years. Don’t get me wrong – I loved teaching, and I still miss it. But I wanted to experience something else. I wanted to have greater work-life balance and be present for my family and two young kids. I hated the Sunday Scaries. I wanted to have a clear career progression as I had none in my previous positions. There were so many factors that lured me into a career transition, but I was only able to pluck up my courage once I overcame my imposter syndrome.

Here are some things I did that I hope can help you in this journey as well.

Acknowledge Your Expertise

First things first, recognize the incredible skills you’ve honed during your teaching career. You’ve mastered the art of communication, adaptation, and problem-solving. Guess what, these skills are NOT exclusive to the classroom; they’re highly transferable to the tech industry (and many other industries, in fact!). It was only when I penned down these skills and expanded on them that I realised that, hey, I DO HAVE SKILLS OUTSIDE OF TEACHING!

In my current role, I forcus on Onboarding and Customer Success. It’s so important that I’m able to impart knowledge, show empathy, have conflict management skills and communicate effectively. I wouldn’t be so adept at these skills were it not for my teaching background.

Embrace Lifelong Learning

Tech (and well, the rest of the world) is continuously evolving, and it’s normal not to know everything from day one. In fact, no one in tech does! The key is to embrace the mindset that learning doesn’t stop just because you graduate and get a job. Just as we’ve always encouraged our students to explore, experiment, and make mistakes, it’s important that you apply the same philosophy to your own transition into your tech career transition.

My opinion is that teachers are generally good students. For me personally, I felt so lost at the start of my journey and didn’t know where to begin. I started searching for online courses and bootcamps, and found a few that caught my eye. I ended up paying for LinkedIn Premium and also took advantage of my local public library’s free Udemy Business membership to explore some of the courses I was keen on. I made sure to complete these courses and get my certs and share them on my LinkedIn profile. I also watched YouTube videos, TikTok videos, listened to podcasts and joined Facebook groups so that I could learn from the experience of others. Once I started taking in all this knowledge, I began to become familiar with some of the technical jargon, the variety of work/job roles in the industry, and found lots of advice (both useful and ummm, less useful) on how to get started.

So start by enrolling in online courses, joining coding bootcamps, or taking part in workshops to gain the technical skills you need. Remember, every tech expert was once a beginner, and we all start somewhere!

Connect with the Tech Community

Feeling like an impostor often stems from isolation. Once you start connecting with the tech community and talking to real people in the community, you can start to overcome this feeling. Search for local meet-ups, webinars, masterclasses and conferences. There is usually a lot of information about such events on social media or LinkedIn.

You can also join online forums and engage with tech professionals on social media platforms as well. I was very pleasantly surprised that many tech experts are welcoming, supportive, and willing to mentor newcomers. I’ve reached out to countless experts in the tech field on LinkedIn (yes, I’m one of those people who sends messages to people I don’t know personally). Some of them have flat out just ignored my messages, but most others usually respond very warmly. I once found a speaker from a podcast that I was listening to. He spoke about transferrable skills for a Customer Success Manager. I was so inspired by his talk that I reached out before the podcast had even ended. He responded almost immediately with such warmth and friendliness, and it made me feel less intimidated about reaching out to experts in their fields.

Remember, don’t be afraid to ask questions or share your experiences. Your teaching background is a valuable asset, and your questions may lead to fresh insights and solutions.

Shift Your Perspective

Impostor syndrome thrives on negative self-talk. Phrases like “I’m only good at teaching and nothing else” or think you’re too old/young/inexperienced to make the career jump. Challenge those inner doubts by shifting your perspective. Instead of thinking, “I don’t belong here,” remind yourself, “I may not yet have a job in tech, but I’m going to learn and grow until I do.” It might all sound very woo-woo, but challenging your own self-limiting beliefs is often the first step into making impactful change.

Celebrate your successes, no matter how small they may seem. Each step you take in your tech journey is a victory. Whether you re-crafted your resume to highlight your transferrable skills, landed your first tech job interview, or made contact with a mentor that you like and respect, acknowledge your progress and take pride in it.

You Belong Here. Yes, you!

It may not seem obvious to you, but in the grand tech landscape, there’s ALWAYS a place for educators like us. The tech industry values creativity, problem-solving, and collaboration—qualities you’ve already expertly honed in your career and training as a teacher.

So, to all the future ex-educators out there, don’t let impostor syndrome hold you back from pursuing a career change from teaching to tech. Remember, you CAN redefine your career and what it means to have career success. The journey will be challenging, but it will be worth it in the end.

Embrace the discomfort, learn continuously, and trust in your expertise and abilities. A career transition from teaching to tech is not as intimidating as your mind might be making it out to be – it’s a courageous step toward a brighter, equally fulfilling future. 🚀💻

Networking 101: Building Tech Connections as a Teacher

As a teacher with dreams of transitioning into the tech industry, you may not have an accessible network within the tech world. This was me when I first started putting out feelers and considered making a career switch. I didn’t actually know anyone in the tech field who were former teachers, but I later found my own network of likeminded people on LinkedIn and social media.

As a former teacher, I never really understood the hype behind networking in the corporate world. I knew how important relationships with my colleagues, students and heads of school were, but I never understood how important it was to connect with people with whom I didn’t already have a prior relationship.

In its essence, networking can help open doors to exciting new opportunities, insights and support that can help you succeed in your career transition. In this post, we’ll explore the basics of networking and how it can help you to make new connections.

The Power of Networking

Networking isn’t just about collecting business cards or LinkedIn connections (although that is likely a good first step for people who are just starting out). It’s about establishing genuine relationships with people who share your interests and goals. As a teacher looking to break into tech, here’s why networking is absolutely crucial:

Learn and Adapt: The tech industry is ever-evolving. Networking allows you to learn about the latest trends, tools, and skills you need to thrive in this dynamic field.
Access to Opportunities: Many job openings in tech are not publicly advertised on job boards. Networking can help you uncover hidden job opportunities and gain insights into companies that you’re interested in.
Mentorship: Connecting with experienced tech professionals can provide valuable mentorship opportunities. They can offer guidance, share their experiences, and help you navigate the industry. While mentorship is very helpful in any stage of your career, having a mentor at the start of your career transition is especially important.

Getting Started

If the thought of networking makes you anxious, don’t worry – you’re not alone! Here’s a step-by-step guide to help you overcome your fears and get started:

1. Define Your Goals: What are you looking to achieve in your tech career? Define your goals to target the right connections. Are you interested in programming, data analysis, project management, or something else? Knowing your objectives will guide your networking efforts. For me personally, I wanted to get into tech sales. When I first started my journey, I thought I wanted to clinch an SDR/BDR role. It was only through speaking to others in my network that I realized my personality and strengths lay more in post-sales/account management sort of roles.

2. Attend Events: Look for tech-related events, meetups, conferences, and workshops in your area or online. Websites like Meetup.com and Eventbrite are excellent resources for finding tech gatherings. Attend as many as you can to expand your network.

3. Join Online Communities: Participate in online forums, LinkedIn groups, and social media communities focused on tech and career transitions. Engage in discussions, ask questions, and share your insights. While many people believe that career-related advice is primarily shared on LinkedIn, I discovered that the opposite is true. In fact, I found not only inspiration and motivation but also a wealth of practical guidance for my career transition on platforms like TikTok and within various Facebook groups!

4. Volunteer: Offer your skills and time to tech-related organizations, non-profits, or community projects. Volunteering not only allows you to give back but also exposes you to potential connections who share your interests.

5. Leverage Your Teaching Background: Don’t underestimate the value of your teaching experience. Mention your background when networking, as it can make you stand out and offer unique perspectives in the tech world.

6. Attend Workshops and Courses: Consider enrolling in workshops or courses related to your tech interests. These can be excellent places to meet like-minded individuals and potential mentors. Some of these workshops and courses also offer community support groups which can be very helpful in getting good tips and advice!

7. Be Genuine: When networking, be authentic and genuinely interested in others. Ask questions, listen actively, and build meaningful connections. Remember, networking is a two-way street.

8. Follow Up: After making initial connections, I like to exchange contacts. I usually do this by following/connecting with them on LinkedIn. After that, follow up with a friendly message or email. Express your interest in maintaining the relationship and offer to meet for coffee or a virtual chat.

9. Stay Consistent: Networking is an ongoing process. Consistency is key. Continue attending events, engaging online, and nurturing your connections over time.

10. Pay It Forward: As you build your tech career, don’t forget to give back. Offer support and guidance to others who are on the same journey.

Remember, networking is an investment in your future. It offers a pathway to stay updated with industry trends, discover hidden job opportunities, and gain the wisdom of experienced mentors. It might take time to see significant results, but the connections you make can be instrumental in your transition from teaching to tech. So, put on your networking hat, step out of your comfort zone, and start building those tech connections today. Your dream tech career might be just one handshake or virtual meeting away!

Ready to build your tech network and explore new opportunities? Join us at TeacherTechTransform to connect with fellow educators making the transition to tech. Share your experiences, share and seek advice, and be part of a community that’s dedicated to helping teachers thrive in the world of technology. Your journey is about to become even more exciting and rewarding – together, we’re transforming teaching into a tech-powered adventure! 🚀💻