Would you hire a customer success manger from marketing background?

I’m trying to make that transition myself. I feel like a lot of the relationship-building, communication, and customer-facing skills carry over pretty well. My only concern is that I’ve never worked for a SaaS company before.

Do you think that’s a major hurdle, or are companies generally open to people coming from adjacent backgrounds?

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You will have the best luck going for a CSM position for a SaaS product within the industry where you have also done marketing. I have hired several CSMs that do not have a CSM background - but they have a background working in cybersecurity, which is the industry where my product sits. Having domain expertise and experience puts you in a position of authority with the customer and this facilitates the relationship-building that is so important in CS.

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Thank you so much for this insight! It makes a lot of sense.
One thing I’ve been reflecting on is that although my title has always been in marketing, I’ve worked across multiple industries including media, medical devices, PR and hospitality. I feel this gives me a unique advantage in client-facing roles because I genuinely understand how different types of businesses think and what they need. The biggest gap I’m aware of is that I haven’t worked directly inside a tech company yet.

Given that, when you’re evaluating candidates without a formal CSM title, what’s the one thing that would make you say “yes, this person can do the job”? Thank you!

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CSM roles are getting flooded with applicants, and a lot of qualified people are hitting silence, not just rejections. It’s a saturated and tough market right now with all the recent layoffs.

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