Work is an integral part of our day-to-day lives. It plays a major role in structuring our personal and social identity and is a means of livelihood. Steady income creates options and equips us with the power to access essentials such as food, electricity, education, etc., and non-essentials such as electronic devices, wifi, furniture, etc. For too many, it feels like a healthy work-life balance is simply unattainable. Checking and responding to emails at all hours, work meetings at dinner time, or being unable to separate from our work laptops on weekends… for so many, this has become routine. One may even say, “Isn’t that expected?” but although it may feel like employees are required to do this morally, ethically, and spiritually they aren’t (and they shouldn’t).
And then one day with no warning, everything changed. From the way we meet friends, travel, shop, or eat, to the way we work, everything is suddenly different. Let’s admit together that our work-life balance is no exception to this (nor is the customer success space). Customer Success has evolved.
According to research conducted by Microsoft, the 2021 Work Trend Index showed that 41% of the workforce was considering leaving their employer this year.
The US Bureau of Labor Statistics also shows that while there were 9.3 million job openings in April, almost 4 million people had also quit their jobs that month.
There has been a colossal shift in expectations and power from employers to employees. Millions of workers realized that retaining control of their life is just… more important. A job is no longer the top priority, we are! We don’t live to work. Instead, we work to live. A better life is the new equation now. The challenge of filling the growing number of vacant jobs has shifted to the employer. Need help, you better offer flexibility. Need help, you better offer realistic compensation and have a defined wellness program that proves you care about your employees as human beings, not just immaterial resources. Anything less offered, and employees are resigning. And they are resigning in record numbers, to be forever known as the Great Resignation.
“According to Microsoft’s Work Trend Index,
- 70% of employees want flexible remote work options to continue
- Over 65% of employees crave more in-person time with their teams
- 66% of leaders from various companies are considering redesigning office space for hybrid work
- 67% of employees want in-person work or collaboration post-pandemic.”
All of this shows us that employee expectations from work are changing. Evolving to meet their needs, not their employer’s.
The great resignation is happening! And a lot of customer success professionals are being pushed into making this decision. It has always been difficult for CS employees to meet their customer’s needs and it feels like it’s getting even harder. No CSM wants to be saddled with far too many customer accounts to serve properly. No CSM wants to be a manual and on-demand report builder. These pressures and more we explored in our blog: So is it true that Bandwidth is the Miracle Cure for CS Burnout? Troubleshooting, increased reporting demands and retaining customers all come with a cost. The burnout and fatigue that every CS executive comes across in their everyday life can no longer be ignored. And while CS leaders and teams both recognize huge efficiencies with technology and organization, both continuously note that available bandwidth is fleeting.
Until the Great Resignation era is over, we won’t know the exact numbers of transitioned employees for our customer success industry. And perhaps the total number isn’t so important. What is important, what has been critical within CS has been the same for decades, the CSMs’ ability to do their jobs effectively and efficiently. The greatest CSM comment about love for their job is actually love for their customers; the ability to help, to solve problems, and to ensure happy repeat customers. This has always been the “best part of my job” for CSMs. So how to bring together customer love and the new workplace expectations? That is the ‘big challenge’ for today’s CS executives, how to balance everything. Spoiler alert, here at Cami.AI we have a complete toolbox for CS leaders and teams to help solve this challenge!