What made you pursue a career in CS?

I've always been passionate about helping customers succeed. I enjoy building relationships, understanding customers' needs, and helping them achieve their goals. In the first half of my career, I was focused on hands-on technical work to help meet customer needs. My background in technical roles made moving into a CS leadership role a natural fit for highly technical solutions. I'm also inspired and love advising & mentoring by the fantastic customer success community.

What do you like about your role?

I get to work cross-functionally to ensure our customers have a great experience. It's rewarding to develop processes and teams that deliver value. I also enjoy mentoring CSMs and helping them progress in their careers. Additionally, I get to serve as a go-to-market executive and remain hands-on technical at the same time.

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

Early on, I learned the importance of thoroughly understanding each customer's unique needs. Once you implement the mind shift of waking up in the morning and being able to think about your company as a customer, you take the first step to becoming a successful CS professional.

What are the CS aspects you focus on in your current role?

I'm focused on building a comprehensive CS organization from the ground up and being highly involved in shaping the go-to-market strategy. This means establishing scalable pre-sales processes for customer success. I also oversee developing effective onboarding and training programs to rapidly ramp customers onto our platform using both high-touch and self-serve approaches. I aim to implement a blended model that delights customers through an end-to-end structure.

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

Never stop learning and challenging yourself. Look for opportunities to take on new responsibilities and projects. Ask for feedback regularly and incorporate it. Find great mentors who can advise you. And stay passionate about helping customers achieve their goals!