Customer success teams have always been critical, but in uncertain times, they're especially important. That’s why organizations must continue to staff these teams with qualified, motivated, and diverse talent.
To support this mission, OwnBackup is thrilled to be a Program Charter Partner in the launch of CS YOU, an initiative designed by Gainsight and SV Academy to provide training and entry level-internships in the customer success field for underrepresented minorities.
According to Gainsight, 72% of all Customer Success Manager professionals are in the IT and software industry. However, only 8% of them are Black or Latinx. CS YOU aims to grow the industry’s inclusivity by opening the door for talented individuals who want to pursue a career in customer success.
CS YOU is a 15-month program that includes four weeks of training, an eight-week paid internship, and up to 12 months of coaching for associates and their managers after full-time placement. As a Charter Partner, OwnBackup will sponsor tuition and an internship to help talented candidates prepare for an entry-level role in customer success.
“One of OwnBackup’s core values is ‘Culture is as Important as Results’’’ says Lihod Rachmilevitch, Vice President of Customer Success at OwnBackup. A diverse and inclusive team has always been important to our culture. OwnBackup, as an organization, is quite diverse, as is our Customer Success team, which currently consists of over 80% women. When we learned about the CS YOU program, we jumped at the opportunity to be a Charter Partner of this vital program. We truly believe that this is a win-win situation and appreciate the opportunity to be part of it.”
Along with Gainsight, our investor Insight Partners is also a key supporter of the program’s development. Currently, CS YOU has received over $600,000 in commitments for placement and tuition for the very first 25 customer success candidates to join the program.
The customer success function plays a rapidly expanding role in many companies today. According to Salesforce’s 2019 State of Service Report, over half of service organizations have year-over-year budget increases, and nearly two-thirds expect more money next year. It’s no surprise, considering that 80% of customers now consider their experience with a company to be as important as its products.
At OwnBackup, our Customer Success team is no exception. They have been integral to our rapid growth and help our customers get the true value out of the service. But more importantly, this team is on the front lines, helping customers recover from would-be devastating data losses. This year alone, the OwnBackup Customer Success team has helped 97 customers recover from a data loss, with an average first response time of less than one hour.
Over half of our 300+ 5-star reviews on the Salesforce AppExchange specifically mention the customer success team solving an issue, like this one below:
Once again, OwnBackup is proud to partner with CS YOU to help grow and introduce new talent into the Customer Success industry. If you would like to get involved in CS YOU, reach out to firstname.lastname@example.org
To learn more about Customer Success roles and other open positions at OwnBackup, click here.