So you’ve spent some time job searching, found the perfect role, aced the interview, and finally got your dream job.
But what happens if accepting a job offer means having to decline another one?
We’re living in a candidate’s market, and that means it’s becoming more and more common for job seekers to receive multiple offers. The good news is that this gives the candidate the opportunity to choose their perfect position. The bad news is that the candidate will probably have to turn down an offer or two when choosing the best role.
But how do you turn down an offer, without severing ties and keeping things cordial and polite?
Keep reading for our top tips on how to professionally decline a job offer — and keep your network strong for future career opportunities!
How to Professionally Decline a Job Offer
When turning down a job offer, it’s important to maintain a healthy relationship with the hiring manager and company you interviewed with. After all, you never know where your career may lead you next, and just because you decline one position with a company doesn’t mean they won’t have a place for you in the future!
Not prioritizing relationships in your job search can be detrimental, so here are some important points to keep in mind when you decline an offer.
1. Make your decision carefully.
This may seem obvious, but, before you give your final decision, make sure that it’s the move you truly want to make.
Ask yourself: Why do you want to decline it? Why isn’t it a good fit? Weigh out the pros and cons and examine how they could affect your career in the long run. Even though they’re important, don’t just focus on immediate benefits, like salary and flexibility. Consider how this career move could affect your mental health, whether or not it will help you advance professionally in the long run, and if you would be a good fit with the company.
This is a big decision, so make sure that when you do say no, you mean it.
2. Don’t wait to give your answer.
If you’re sure the position just isn’t right for you, it’s wise to contact the recruiter or hiring manager as soon as possible. This is the most considerate and professional approach you could take when turning down a position, because the sooner they know, the sooner they can find someone else to fill the position.
Waiting too long to give your answer could push the hiring process back to the beginning. A hiring manager will appreciate an efficient answer so they can move on to the next candidate and keep the process moving forward without too much delay.
The best way to do this is to try and give them a specific day that you will contact them with your answer, or keep them apprised during your decision-making process. As soon as you’ve made your decision, it’s important to let them know. As difficult as saying no can be, the sooner you do it, the better for everyone.
3. Call before you send an email.
Most of us would probably prefer to give our answer in an email, and that’s understandable! But calling to verbally decline the offer first shows an extra bit of care. This will demonstrate that you care about the time and energy invested in you during the hiring process and are grateful that you were chosen for the position.
It’s also a great way to maintain a good relationship with the employer, because it demonstrates your professionalism and maturity, and will give you an opportunity to be specific about why you are declining. If you are unsure of what to say, write your response down before you call.
You can follow up with an email that reiterates what you said on the phone so that the recruiter or hiring manager has written proof of your response.
4. Be appreciative and humble.
The hiring process isn’t simple. It requires a lot of time and energy from multiple stakeholders, so it’s important to show your gratitude before you decline the job offer. Thank everyone who was involved and acknowledge the investment they made in interviewing you. Let them know you are honored to have been chosen and that, while you carefully considered the offer, the position just isn’t right for you.
5. Explain why you’re declining.
While getting into specifics isn’t always necessary, and you should only share as much information as you feel comfortable, letting the hiring manager or recruiter know why the position isn’t right for you can help keep the communication portal open.
Maybe you received another offer that better aligned with what you were looking for in terms of pay, or perhaps you need more flexibility than the one you are declining can offer you. This feedback can be helpful to share, and sometimes the company might even respond with a counter offer to better suit your needs!
Perhaps the reason you are turning the offer down is due to more personal reasons that you don’t feel comfortable sharing. That’s okay too! Either way, it can be helpful to be transparent about why you are declining.
6. Utilize the opportunity to network for future career moves.
So the position isn’t right for you — that’s okay. But maybe your values aligned with the organization’s, or perhaps you felt that you connected during the hiring process and you’d like to keep the door open to other positions in the future. Just because the role now isn’t right for you now doesn’t mean that the organization won’t have a place for you down the road.
Networking is key for career growth. If you really like the company, don’t be afraid to let them know that you would be interested in other positions in the future. Giving them the means to contact you, like your email and your LinkedIn, will give them the ability to reach out if any other positions open up.
If you find that the company itself just doesn’t fit you, keep in mind that networking and maintaining a good relationship is still important. You don’t have to plan to work there in the future, but you never know who is connected to who, and how that good relationship may pay off in time!
Email Templates for Declining a Job Offer
Turning down a job offer is a delicate task, but it is becoming increasingly necessary in this competitive candidate’s market. If you’re unsure of where to begin or how to write your email, we have included some examples with links to help you get started.
Example for when the position isn’t a good fit
Subject line: Job offer – [Your name]
Hi [insert last name of hiring manager],
Thank you very much for offering me the role of [insert name of position]. However, I have decided that this is not the right fit for my career goals at this time.
I sincerely enjoyed our dialog as well as discussions with your team, and I very much appreciate your taking time to share information about the role and vision of [insert company name].
Again, thank you for your time and consideration; best wishes in your continued success.
Example for when you’ve accepted another offer
Subject line: Job offer – [Your name]
Hi [insert last name of hiring manager],
Thank you very much for offering me the role of [insert name of position] with [insert company name]. Though it was a difficult decision, I have accepted a position with another company.
I sincerely enjoyed our conversations and very much appreciate your taking time to interview me over the course of the past few weeks.
Again, thank you for your time and consideration; best wishes in your continued success, and I hope our paths cross again in the future.
Example for when you’ve already accepted the offer
Thanks so much for offering me the position of [Job Title] at [Company]. It was a pleasure meeting you.
Unfortunately, after a great deal of thought, I have decided to turn down this gracious job opportunity. I am truly sorry for any inconvenience this decision may cause and hope it will not affect any future relationships with your company.
I wish you continued success and hope to hear from you in the future.
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Although there's still a lot of work to be done around LGBTQIA+ representation and belonging, both in and outside of the workplace, there are lots of things to be celebrated — like the countless creative individuals in the LGBTQIA+ community that are promoting representation through creative and inclusive content like books, TV shows, music, and more!.
So, in honor of Pride Month, we want to highlight some of our favorite LGBTQIA+ creators. Keep reading for 10 LGBTQIA+ authors and creators we think you should know about!
Mx. Lex Horwitz — educator, activist, and model
Lex Pe'er Horwitz (they/them) is a queer, non-binary transgender Jewish nationally recognized LGBTQIA+ Educator, Activist, Consultant, Public Speaker, and Model based out of Philadelphia and New York City. Lex received their B.A. in Psychology and Gender, Sexuality, and Women's Studies from Bowdoin College, where they competed on the Varsity Men’s squash team and became the first out transgender athlete in all of collegiate squash, and the first out transgender athlete to compete at Bowdoin.
Their work focuses on educating people of all ages and backgrounds on LGBTQ+ identities, topics, and issues through a multitude of pathways—facilitations and workshops, lectures and public speaking, one-on-one support, and consultation services to name a few.Currently, Lex is a research co-investigator, consultant, and writer in Gender Affirming Health Care at Temple University and Temple Health. Additionally, Lex works with higher education institutions, nonprofits and businesses creating LGBTQIA+ curriculum and training, developing inclusive policy, producing educational resources, and providing feedback and action steps to address areas of growth (and for Lex’s business partners, they create marketing and campaign development plans). And Lex's activism does not stop there—they bring their passion to the modeling world where they work for inclusive and expansive representation on and off the runway.
The Vixen — performer and activist
The Vixen is a multi-talented performer dedicated to making the world a better place. Growing up on the South Side of Chicago, her art has always been intertwined with social justice and activism. An accomplished drag queen, songwriter, fashion designer, and dancer, she credits her creative family for her love of the arts.
As a student at Columbia College in Chicago, Vixen learned the makeup skills it took to create her growing drag persona. After turning 21, her athletic performance style quickly gained her attention in the Chicago drag scene. Through hard work and dedication The Vixen has become an influential member of Chicago's gay community interviewed by many publications for her unique style and outspoken viewpoint.
As a rapper, her bold lyrics and intricate delivery has earned her national attention for her show-stopping collaborations. Her proudest achievement is creating BlackGirlMagic, a drag concert, where queens of color can celebrate their unique experiences through storytelling and performance. The Vixen lives by her grandmothers belief that helping others makes life worthwhile.
Umi Hsu — strategic designer and public humanist
Umi is a public humanist and strategic designer with research and organizing agendas for equity in arts, technology, and civic life. Prior to joining the ONE Archives Foundation, Umi served as the Digital Strategist of the City of Los Angeles Department of Cultural Affairs, where they directed digital and data programs including a virtual tour and a digital archive of Frank Lloyd Wright’s Hollyhock House, and Promise Zone Arts cultural asset mapping initiative.
With a PhD in Critical and Comparative Studies in Music from the University of Virginia, Umi is a sound ethnographer and artist whose practice is driven by inquiries about sound and migratory communities. Umi is also an adjunct faculty member at ArtCenter College of Design’s Media Design Practices MFA program and University of Southern California Marshall School of Business, and has published extensively on digital media, data, and Internet culture.
Umi has received fellowships and awards from the National Endowment for the Arts, American Council for Learned Society, Shuttleworth Foundation, and LA Metro and has works presented by the Rubin Museum, Japanese American National Museum, CTM Festival in Berlin, and Tuesday Night Cafe. In their spare time, Umi writes songs about the melancholic queer postcolony in their band Bitter Party.
Umi participated in our Diverstiy Reboot Series last year and gave a talk entitled: Telling and Preserving LGBTQIA+ Stories with the ONE Archive Foundation's Umi Hsu. Click the link below to rewatch the talk.
Ann Mei Chang — author and social innovation leader
Author of Lean Impact, “Ann Mei Chang (she/her) is a leading expert on social innovation who brings together unique insights from her extensive work across the tech industry, nonprofits, and the US government. As Chief Innovation Officer at USAID, Ann Mei served as the first Executive Director of the US Global Development Lab, engaging the best practices for innovation from Silicon Valley to accelerate the impact and scale of solutions to the world’s most intractable challenges. She was previously the Chief Innovation Officer at Mercy Corps and served the US Department of State as Senior Advisor for Women and Technology in the Secretary's Office of Global Women’s Issues.
Ann Mei earned a Bachelor of Science degree in Computer Science from Stanford University and is a member of the Aspen Institute’s Henry Crown Fellows’ class of 2011. She has been recognized as one of the “Women In the World: 125 Women of Impact” by Newsweek/The Daily Beast in 2013, "23 most powerful LGBTQ+ people in tech" by Business Insider in 2019, and "20 Top LGBTQ+ Entrepreneurs, Executives and Thought Leaders" by Global Shakers in 2019. She is a keynote speaker who has been featured at TEDx MidAtlantic, SxSW, Social Good Summit, SOCAP, and Lean Startup Week, as well as numerous nonprofits, foundations, and government agencies.
Ann Mei participated in our Diverstiy Reboot Series last year and gave a talk entitled: How to Innovate for Radically Greater Social Good. Click the link below to rewatch the talk.
Angelica Ross — educational speaker, creative director, and business person
Angelica Ross is the founder of TransTech Social Enterprises. Angelica's passion for education, building business, and community is at the heart of her work helping companies and individuals develop their brand identity. Angelica believes making brands aware of their impact on society and social causes empowers them to create change. Angelica Ross creates engaging Social Media Strategies, Educational Speaking Events & Workshops for LGBTQIA+ with a focus on the most marginalized communities. Specialties: Writing, Consulting, Public Speaking, Educational Workshops, Instruction/Teaching, Tutoring, Media Production, Creative Direction, Web Development, Music/Audio Production, Copywriting, photo re-touching, photo composites, and video editing.
Marti Allen-Cummings — activist and drag artist
Marti Allen-Cummings (they/them) is an activist, community board member, gig worker and drag artist running for city council in uptown manhattan. Marti has been working in NYC for 13 years after moving to the city at age 17 to pursue a performing arts career. They know what it’s like to make it in new york living paycheck to paycheck and without insurance. For over a decade, Marti has been deeply involved in the community - advocating for LGBTQIA+ Young people through the Ali Forney Center and aiding new yorkers experiencing homelessness.
Throughout the pandemic, Marti built upon that experience to plan PPE handouts, grocery deliveries, coat drives and mutual aid efforts. During the 2016 election Cycle, Marti started organizing and Their political activism energized the community and has brought people together who are seeking progressive change in the nation’s politics. Marti currently sits on community board 9 serving the people of Upper Manhattan, and IS an advisor on the NYC Nightlife Advisory Board.
Marti participated in our Diverstiy Reboot Series last year and gave a talk entitled: Drag Queen Dance Party. Click the link below to rewatch the talk.
Dezjorn Gauthier — model and philanthropist
Dezjorn started modeling at just 6 months old for top children’s brands around the nation and winning national titles. He began his physical transition (female-to-male) April 2014; shortly after he was featured in the well known Barneys New York campaign featuring 17 transgender models. With international coverage Dezjorn has been featured in many articles and celebrity shoots, including walking the all transgender runway cast for high fashion designer Marco Marco & International campaign with British Vogue. Dezjorn was featured in the award winning series America In Transition by Andre Perez, and was managed by the world’s first transgender-specific agency in New York. Additionally, Dezjorn was crowned Mr. Wisconsin; being the first title holder of color and of trans-masculine experience for Enchantment US Pageantry System and Mr. Black Trans Wisconsin 2019 – 2022 for BTIPS. Today, Dezjorn has sat on panels/presented for Fortune 500 companies and top Universities in the world.
Dezjorn started his own philanthropic business in 2014 providing programs and services to effectively bring awareness to the transgender community with a special focus on transmen of color through education empowerment and inspiration. Now, Dezjorn International LLC is compiled of subsidiaries, and committed to help clients reach their goals of branding, public relations and social media influence. In 2018 Dezjorn and his wife officially opened their nonprofit The Dezjorn International Foundation Inc: which offers an annual transgender surgery fund, academic scholarships, athletics, and mentoring. Dezjorn also is the Director of Youth Engagement for the Gendercool Project and was Vice President of Point of Pride. Back in Milwaukee Dezjorn recently retired from teaching a high school level law course allowing students to learn more about the justice system, United States constitution and understanding policies. As well as is a licensed foster parent with Froedtert Children’s Hospital and father of 5 beautiful daughters.
Dezjorn participated in our Diverstiy Reboot Series last year and gave a talk entitled: Forging Families That Work For Us. Click the link below to rewatch the talk.
Ada Westfall — writer, composer, and performer
Ada Westfall (she/her) is a writer, composer, multi-instrumentalist, performer, and proud transgender woman whose mission is to disrupt, interrogate, and diversify the canon, trends, and methodology in the field of music as it intersects all types of performance and the collaborative arts at large. She is experienced at taking on a number of roles often simultaneously (composer, music director, lead actor, onstage musician, et al.) on a wide variety of productions – everything from large-scale commercial spectacle to research-based experimental performance.
She has worked as a guest teaching artist at educational institutions such as NYU, NYU Abu Dhabi, Princeton University, University of the Arts, The American Academy of Dramatic Arts, Mark Morris Dance Center, and Tamagawa University, and she has performed at the Edinburgh Fringe Festival, the Prague Fringe Festival, MESS Festival, the Cairo International Festival for Experimental Theater, across the United States, and the globe: Japan, The United Arab Emirates, Lebanon, Egypt, Bosnia-Herzegovina, Poland, The Czech Republic, Chile, Italy, Mexico, and the UK.During her 15+ years calling New York City home, she has become an Associate Artist with two Brooklyn-based theater companies: Theater Mitu (since 2006) and The Civilians (since 2016) and has performed at fundraisers, galas, and awards shows for The Public Theater, American Conservatory Theater, The MacDowell Colony, NYCLU, The Lilly Awards, Williamstown Theater Festival, The Civilians’ Michael Friedman Legacy Fund, Forum for Cultural Engagement, Fresh Ground Pepper, and The Richard Rogers School of the Arts and Technology
DoctorJonPaul H — writer, speaker, and social justice educator
Dr. Higgins (they/them) is a writer, speaker, and social justice educator who focuses on issues related to gender, race, and media. Named Business Equality Magazine’s “Top 40 LGBTQ Under 40”, they have written for numerous media outlets including Ebony, Paper Magazine, Complex Magazine, Out, Them, Essence, The Root, Blavity, MTV News, and more. They have also been featured on sites like NBC News, Buzzfeed, Vox, and Attn:.
Raised in San Bernardino, CA, Dr. Higgins is committed to using their voice to highlight and bring focus to the issues that affect both Black and LGBTQ communities at both a local and national level. As a graduate from California State University, San Bernardino with a Bachelors of Arts in Communication Studies and a minor in Women’s Studies and a graduate from University of Redlands with both a Masters of Arts in Management and Doctorate in Educational Leadership, they aspire to be an example to those who seek to change the way we discuss the Black, queer experience.
In 2017, they gave their first TEDx talk on unlearning fear and reclaiming personal power, which has been viewed more than 4,000 times. They have since written over 100 articles about the Black, queer experience and published several chapters in books including, “The Other F Word: A Celebration of the Fat & Fierce” and “Queer People of Color in Higher Education.” Dr. Higgins has been in several writing fellowship cohorts including Lambda Literary, Maynard, Poynter and Hillman Grad where they began their journey as a television writer.
Onawa Calvin — yoga teacher and diversity recruiter
With an extensive 18 year background in Diversity, Accessibility, Inclusion within Onawa Calvin (she/her/they/them) entered the recruitment initially with staffing agencies and then Recruiting consultant to Manager of Talent, a People Alchemist.
As a certified yoga teacher and Diversity recruiter, Onawa evoked a passion for humans, solving gaps in talent for targeted recruitment campaigns, organizational development, fair and inclusive Candidate Experience and Onboarding, and Retention Programs.
Onawa more recently merged her belief that yoga has accessible depths of compassion and healing layers. Onawa Calvin, her/she/they/them identifies as a bipoc queer lesbian woman, of intersectionality layers and a forever young mom of two adulting children.
Onawa participated in our Diverstiy Reboot Series last year and gave a talk entitled: Connecting People to Their Purpose with Onawa Calvin, Yoga and Wellness Practitioner. Click the link below to rewatch the talk.
Want to hear more from LGBTQIA+ creators, educators, and activists? Join our Diversity Reboot Summit— Pride: Championing LGBTQIA+ Leaders and Allies!
With Juneteenth right around the corner, we are reminded of the importance of freedom, diversity, equity, and inclusion — and the dangers of a world without them.
Special holidays like Juneteenth give us the ability to celebrate race and culture together, and they are an example of the progress we have made in the fight for a better world. But there is still so much more to do, and progress comes from a year-round celebration.
That’s why PowerToFly’s All Year Long Series focuses on carrying the spirit of these dedicated times throughout the rest of the year. We are devoted to being a part of that progress and want to ensure that the underrepresented feel uplifted, heard, and included — no matter the day or month!
As part of our All Year Long Series, we are amplifying Black voices by sharing some past talks on race, inclusion, history, and equity.
These talks deliver powerful messages of movement and change and feature Black voices speaking up about racism and inequality in the workplace and beyond, the changes that have been made, and the changes that must still occur.
Check out our list to keep the progress and celebration going all year long, and to help spread awareness!
Sista Circle: Celebrating Black Women In Tech - Featuring Leaders From Meta, Google, And Bank Of America
If you want to learn from some of the top tech leaders, then this is for you! PowerToFly partners with Sista Circle: Black Women In Tech to celebrate, learn from, and be inspired by some amazing Black women leaders in the tech industry. This talk discusses the power of technology to create safe communities of solidarity, the need for mentors to help young Black women navigate the tech world, the racial and gender inequality in the tech industry, the importance of mental health and self-care for Black women in the professional realm, and much more. Featuring Lexi B (Founder of Sista Circle: Black Women in Tech), Michelle Mitchell (Strategic Communities Program Manager, Media Partnerships at Meta), Dr. Chyna Hill (Sr. User Experience Researcher at Google), Yan Lawrence (Quantitative Analyst at Bank of America), and Isabel Cespedes (Creative Director of Sista Circle: Black Women in Tech), this powerful talk shows both the rise in Black women leaders and the need for continual change in the tech industry to better achieve diversity, equity, and inclusion. This conversation is presented in partnership with Sista Circle and Pickens Creative.
In this riveting talk, PowerToFly’s Sienna Brown sits down with New York Times bestselling author Julie Lythcott-Haims to discuss her memoir Real American. In her book, Julie talks about her journey from self-loathing to self-love as a Black and biracial woman living in predominantly white spaces in 1970s America, and how in sharing her path to self-acceptance she also discovered the healing power of community in overcoming the hurtful isolation she experienced in being incessantly considered "the other."
History, race, and identity – three powerful words that can invoke different emotions. In this talk, Camille T. Dungy, author of the personal essay collection Guidebook to Relative Strangers, joins Nadia Owusu, author of the memoir Aftershocks, for a thoughtful conversation on how their works overlap on these three themes and the powerful testament they share for what racism looks like today.
Very little is more powerful today than the media. That’s why DeShuna Spencer founded KweliTV, a Black-owned video streaming service that showcases indie films, documentaries, web shows, news, and children’s programs dedicated to the stories, issues, and culture of the global Black community. But in this interview hosted by David Morgan, President of The Multicultural Media & Correspondents Association, DeShuna and Kweli’s Head of Comedy Programming acclaimed actor and comedian Lil Rel Howery, share candid insights into the challenges KweliTV faces trying to achieve sustainability and scale in the competitive streaming industry still bereft of culturally diverse content and content creators, and the overarching cultural importance of consuming diverse Black stories. This conversation is presented in partnership with MMCA.
Maybe you find out your white colleague is making more money than you, even though you've been working there longer and do the exact same job; or maybe you hear your boss commit yet another microaggression. Whatever the catalyst, you finally decide enough is enough. But when you talk to someone about your experiences, you’re told it's all in your head... What do you do? How do you respond when your lived experiences of racism in the workplace are denied or ignored? In this talk, PowerToFly’s Global DEI Strategist and Trainer, Noelle Johnson, provides space to acknowledge the harm these experiences cause and shares tools and tips for preserving your mental health and well-being while getting your desired outcome.
February is Black History Month and June 19th is Juneteenth – two times of the year that special emphasis is placed on the Black community in the United States. But how can we Amplify Black Excellence and Elevate Black Employees all year long? Join PowerToFly’s Senior Director of DEIB, Sienna Brown, and Thumbtack’s Global Head of Diversity, Equity & Inclusion, Dionna Smith, as they discuss how leadership and professional development opportunities can amplify Black excellence. What pitfalls should you avoid when elevating Black employees? How does psychological safety play a key role in performance and retention? Learn how to create a better atmosphere of diversity and inclusion with two leaders in the DEI industry!
Thanks to Black Lives Matter, a powerful and necessary conversation has resulted in real change. But how do we keep that momentum moving forward? Join Dionna Smith (Thumbtack’s Global Head of Diversity, Equity & Inclusion), Candace Ramirez (Founder/Content & Branding Export at Moon Honey Media), Suzanne Sheely-Walker (Facilitator/Talent Consultant), Andrea Hall (Senior Global Diversity and Inclusion Manager at Thermo Fisher Scientific), and Mira Stern (Equity & Impact Consultant) as this impressive group of women leaders tackle such important topics as anti-racism, inclusion, diversity, women's rights, and mental health in the workplace, and how the momentum of Black Lives Matter can help continue to spur change.
Did you know that a recent survey showed that Black transgender and gender non-conforming people face some of the highest levels of discrimination? Despite the continual push for diversity, equity, and inclusion today, there is so much work to be done. But how can we solve this problem? Moderated by Marti Allen-Cummings, drag artist and activist, this discussion features Aryah Lester (Deputy Director at Transgender Strategy Center), Diamond Stylz (Executive Director at Black Trans Women Inc.), and Carmarion D. Anderson (Alabama State Director, Project One America at the Human Rights Campaign) as they discuss the discrimination that the Black transgender community face, the effects that the anti-transgender bills of 2021 have on the transgender population and youth, how Black transgender and gender non-conforming people struggle to find work, and the continual need for support and inclusion that the community requires.
What does it take to organize a social justice movement? And how do you create change in a stubborn world? That’s what Alicia Garza, activist, organizer, and co-founder of Black Lives Matter, is joining Washington Post Pulitzer Prize-winning Robin Givhan to discuss. Host of Lady Don’t Take No podcast, author of The Purpose of Power: How We Come Together When We Fall Apart, and special projects director for the National Domestic Workers Alliance, Garza continues to fight against racial injustice and inequity as the principal at the Black Futures Lab and the Black to the Future Action Fund. By offering power and healing in community, she talks about the importance of coming together, individual experience, and the willingness to stand against injustice. This conversation is presented in partnership with The Washington Post.
This past year has seen unprecedented numbers of women of color – specifically Black women – leaving the workplace. Greater still, many more are considering leaving their jobs by the end of the year. The cause? For many of these women, feeling burnt out and wanting greater purpose in their careers is the biggest underlying factor. But what does that mean for the future of the workplace and the women of the Black community? In this insightful fireside chat, Rha Goddess, Co-Founder and Co-CEO of nFormation, CEO of Move The Crowd, and author of The Calling, and PowerToFly’s Senior Director of DEIB, Sienna Brown, discuss how Black women have the power to reimagine the future of their work. So what does that look like in this new reality? And how can they have a comeback that is aligned with their purpose and values? What will that comeback actually take? Join Sienna Brown and Rha Goddess to find out!
For the first time ever, we have a woman of color as Vice President and a Black woman nominated to the US Supreme Court. But while these are substantial achievements that should be celebrated, that doesn’t mean we don’t have a ways to go. According to the Human Rights Watch, “Black, Latinx, and Native communities have been disproportionately burdened by the negative impacts of Covid-19, which has deepened existing racial injustices in healthcare, housing, employment, education, and wealth accumulation. While poverty fell overall due to stimulus checks and unemployment aid, the Black-white wealth gap, which is still as big as it was in 1968, persisted.” So how do we change this injustice? Global Policy Solutions’ CEO Dr. Maya Rockeymoore Cummings and APCO Worldwide’s Licy Do Canto sit down to discuss just this. In an insightful conversation about what’s truly working and what’s needed when it comes to racial equity in 2022, they share some steps that everyone listening can take to make a difference – even in your own backyard!
Have you ever heard the saying “customer is king?”
Well, the old mantra is true — and it’s the key to a successful business.
We live in a fiercely competitive world where success is driven by customer satisfaction. That’s why the role of the customer success manager (CSM) is so important: it’s their job to deliver the ultimate customer service and to ensure the client feels heard, valued, and assisted. And it’s a position that is continually growing.
With so many opportunities, and a salary that compensates well, Customer Success is an excellent role if you’re looking to take your career to a new level. But how do you become a CSM?
In this article, we'll break down what a CSM is, what their duties are, the skills necessary for the position, and how to break into the role. If you’re interested in beginning a career as a customer success manager, keep reading for some tips to help get you started!
What is a Customer Success Manager?
A CSM is the mediator between their company and the client, as well as the client’s trusted advisor. It’s the job of the CSM to ensure that the client has the best possible experience using the products or services that the company offers, and to be the point of contact should any concerns or issues arise.
While a CSM works towards the same goal as the rest of the customer success team, it’s their job to focus on the bigger picture. The individual needs of each customer must be carried out to reach their long-term goals. That’s why relationship-building is so important — they must understand the expectations, desires, and issues that each client has and predict potential snags before they happen. Anticipating a customer’s needs is the key to avoiding bigger issues, and it is the job of the CSM to craft a unique relationship and means of interaction with each customer to ensure they achieve success.
But in order to do this a CSM needs to be an expert in the technology or services they are offering. Since they will be the main point of contact for the customer, they must be able to offer detailed guidance and be capable of crafting expert solutions for any problems or concerns that may arise. Having a comprehensive understanding of what they offer is crucial because it is this knowledge that allows them to navigate the customer to success.
What Skills are Necessary for Becoming a Customer Success Manager?
A CSM plays a crucial role in a company. Because of this, they require numerous skills to perform their job well.
Being in such an esteemed customer-facing role means that listening, communication, leadership, analytical, and technical savviness are some of the most important skills. A CSM must also pay close attention to detail, be customer-driven, personable, adaptable, experienced, and organized. They should possess client management skills, strategic thinking, and experience in their specific field.
While having a degree in something directly related to customer success is not necessary, having at least a four-year degree can help you stand out when pursuing this role. Focusing on a degree in sales, marketing, or communications will also help you gain important expertise that you can apply to a CSM role.
How to Become a Customer Success Manager
Everyone’s professional journey is going to look different, especially pivoting into a relatively new field like customer success management. But if your goal is to be a CSM and you’re unsure of where to begin, there are some preliminary steps you can take to help you get there.
1. Find a mentor. A good mentor will be able to guide you through the steps and qualifications you will need in order to reach your career goals. They will provide you with advice and a plan catered specifically to you and your unique needs, while also helping you grow. Mentors are assets for every stage of your professional journey, but they can be especially crucial for career pivots and advances.
2. Get prepared. Ensure you have extensive experience in a customer service role or in a client-facing technical role. A CSM’s main priority is the customer, so you must not only be comfortable working with people, you must be a master at communication, listening, and problem-solving.
3. Learn about the product. Gain as much experience and comprehensive understanding as you can about the services/technology you will be offering. Perhaps one of the most important factors in a CSM’s career is their expertise and technical abilities. They must be capable of building solutions to complex problems and offering detailed guidance. And to do this, they need to have a firm understanding of how their services/technology work in order to best help their clients.
4. Determine your path. If you’re pivoting from a very different career path or are new to the field of customer success, you can begin in an entry-level customer success position where you can learn valuable skills like sales, management, and communication for interacting with clients.
If you’re experienced in customer service and are looking for other avenues that lead to a CSM role, here are some similar positions to consider:
Duties: Builds and maintains the long-term relationship between a business and its clients by determining those clients’ needs and how they can be met.
Salary: Average base salary of $59,591 per year.
Duties: Oversees relationships between a business and its top clients by determining those clients’ needs and how they can be met, developing account management strategies, looking for potential account growth opportunities, and working with other teams to build solutions.
Salary: Average base salary of $80,402 per year.
Duties: Often known as account handlers or sales representatives, they are an important bridge between their company and the client by handling the sales relationship between them via marketing, advertising, and IT.
Salary: Average base salary of $67,832 per year.
Duties: Acting as an important connection between management and their team, they are responsible for managing a project from beginning to end and ensuring its success.
Salary: Average base salary of $78,026 per year.
Check out all of our customer success roles here.