What made you pursue a career in CS?

I wanted to get involved in helping customers achieve their outcomes with our product and follow through on what they were hoping to get from us. I also felt that CS was the front line of where the company's promise became a reality.

What do you like about your role?

I love the ability to make an impact and drive real change. As I lead my team, I get to help drive decisions that make a difference for hundreds of customers. I also love getting to help be a part of people's development and growth as professionals.

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

Biggest tips are to focus on the aspects of the role that are in my control, as opposed to all the things outside my control. Additionally, make "friends" cross-functionally with other colleagues so you can be of value to them and leverage them when needed. Lastly, have a bias toward ownership. Yes, some things should be owned by other teams. However, the best CS professionals are biased toward ownership.

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

I focus on process efficiency, risk and churn mitigation, account growth, and customer outcome achievement.

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

There will likely be a lot of great advice given here by others, so I'll take a different approach. My best recommendation for a CSM is to get outside the Customer Success bubble! Doing so will broaden your perspective and enable you to have a better understanding of what skills you can develop in.