What made you pursue a career in CS?

I’ve spent the bulk of my career on the Sales side of B2B, specifically in finance, fintech, and the events space. I found it rewarding, but when I thought about what I enjoyed most about my client-facing roles, it came down to developing customer relationships. When I considered how I wanted to grow my career, I realized that the post-sale motion was where I could make the most impact in the customer journey. Customer Success provides the runway to help customers achieve their long-term and strategic goals - the rest is history!

What do you like about your role?

When I joined the team at Nasdaq I saw it as a unique opportunity to help launch and scale a Customer Success team. I've also developed collaborative relationships with internal partners to achieve larger goals. In addition, I've leaned into data analytics to make strategic and quantifiable decisions to help scale our team. These two areas have been surprisingly satisfying.

What were the most important tips/insights you received that contributed to your professional path?

I’ve been fortunate to have mentors and sponsors support me throughout my career. However, the real game changer for me has been joining communities and expanding my network. It’s been integral to helping me learn, upskill, and share my insights with peers. I’ve also had the opportunity to work on collaborative projects that I’ve been able to successfully implement at Nasdaq.

What CS aspects do you focus on in your current role?

Data is a big focus of my day-to-day work. I’ve found that leveraging data is the most effective way to propose change in an organization. In my experience, well-researched, quantifiable data points help support the case for change management with your leadership and your customers.

What tips and recommendations can you share with other CSMs looking for professional growth?

• Upskill yourself by reading books and blogs, joining webinars, and attending events.

• Grow your network and follow thought leaders in your industry or vertical.

• Join professional networks and engage with peers in the community.