If you’ve ever worked in customer service, you’ll know it’s equal parts empathy, problem-solving, and detective work. It’s about listening carefully, understanding their needs, and helping people stay on track. It’s a craft that sits at the heart of every great business.
But, if you really want to excel at customer service, you need to focus on customer success. Build on those solid service foundations and take the customer relationship further.
Here are three tips for delivering customer success:
1. From Fixing Problems to Creating Possibilities
Customer service is there when things need attention. It’s reactive, responsive, and deeply human — the safety net that ensures every customer feels supported.
Customer success, on the other hand, is proactive. It’s about helping customers achieve their goals, not just overcome obstacles. It’s sitting on the same side of the table and asking, “Where do you want to go next, and how can we help you get there?”
At Yarno, we see that as an exciting shift from problem-solving to possibility-creating.
That might look like being future-focused in our check-ins, talking with customers not only about what’s happening now, but about where they want to be six or twelve months from now. It’s about looking ahead, and helping customers build the skills, systems, and confidence to get there. Yarno’s customer success team is experienced in delivering learning recommendations that can deliver ROI.
2. Collaboration is the Secret Ingredient
At Yarno, collaboration sits right at the heart of that success. We kick off every relationship by running a mind-mapping session with our customer to explore and agree on what their learning focus should be. Together, we uncover the challenges, opportunities, and ideas that might not have surfaced otherwise. These sessions often spark fresh thinking and help us co-create plans that feel tailored, strategic, and energising.
Ongoing collaboration might look like working together on long-term learning plans, mapping out learning campaigns, engagement strategies, and communication touch points throughout the year to meet their goals.
We also see collaboration come to life through customer feedback. Our customers’ ideas and experiences have directly inspired some of our most exciting developments: Yarno AI, Boards, Flash Facts, and the Media Library. Each of these features started with a conversation, a “what if?”, or a shared vision for how learning could be even more engaging and impactful.
When we work alongside our customers, rather than simply for them, the results are better for everyone. We learn, grow, and create together, and that’s the real magic of customer success.
3. The Future: Helping Customers Grow (and Growing With Them)
As more businesses focus on long-term partnerships rather than one-off transactions, customer success is becoming a key driver of growth.
The question is no longer just “How can we fix this?” but “How can we help you achieve even more?”
At Yarno, that means thinking beyond support tickets and feature updates. It’s about asking the bigger questions:
Where do our customers want to be in a year? What skills, tools, and knowledge will help them get there? And how can we grow right alongside them?
We see our customers as collaborators in progress. When they experiment with new learning strategies, so do we. When they stretch into new industries or teams, we learn how to meet those new challenges together. Their success shapes our roadmap. Every new feature, every improvement, every innovation we make at Yarno starts with understanding how it will help our customers achieve their goals.
Customer success isn’t a department; it’s a mindset. One that’s grounded in partnership, curiosity, and continuous learning.
Because when our customers level up, we do too.
At Yarno, that’s what drives us. We’re not just here to support our customers; we’re here to grow with them. Because when they succeed, we do too.
