What made you pursue a career in CS?

I didn’t choose Customer Success. Customer Success chose me. Since graduating from college, I’ve been in customer-facing roles. Spent my first ten years in the Fintech industry. Being part of a small startup, I did almost every role: Sales, Marketing, Operations, and Customer Success. When I found Customer Success, I knew I found my calling. I decided to pursue a career in customer success because it is the role where I’ve been the happiest and where I feel the most fulfilled. Helping customers overcome challenges and reach their full potential is the most rewarding role ever.

What do you like about your role?

Being a CSM, you never have the same day. You are often trying to solve customer challenges, and that consultative/strategic approach to the role is what I enjoy the most. I like to uncover roadblocks, make strategic plans, and help them realize the value of their investment in my product.

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

1. Do what you love. Find your passion and chase it with every bone.

2. Surround yourself with smarter people always. (If you are the smartest person in the room, you are in the wrong one).

3. Be in learning mode every day. (1% rule of improvement from Atomic Habits)

4. Get out of your comfort zone and do things that challenge you; this is where growth happens.

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

In my strategic CSM role, I am responsible for:

• Driving product adoption

• Always delivering value (Regular cadences, Success Plans, and Business Reviews)

• Retention

• Expansion, Cross-sells

We have a separate team for implementation/onboarding and renewals. However, we do collaborate extensively with the Professional Services and Renewals team.

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

My advice to CSMs who are looking to grow their career in Customer Success:

1. Always be in learning mode. A CSM that is not up to date with industry trends is a CSM that stays behind. This means that you need to be reading more, joining webinars, participating in CS communities, following industry leaders, signing up for blogs, newsletters that talk about Customer Success. Talk to other CSMs out there and learn best practices, what makes them successful. This is why I love LinkedIn network. Follow people who are constantly sharing content and best practices, connect and interact. Be 1% better every day.

2. Keep track of your achievements (STAR technique) and constantly showcase how you are bringing value to your customers and your organization. Never assume that your team knows what you’re working on, or that your manager keeps track of everything you do. Show them with clear examples and stories how you are contributing to your company’s growth. Keep track of your metrics. I created this fantastic youtube video that explains step by step how to do this. Promote yourself internally, no one is going to do that for you. Make sure the rest of your company sees the awesome job you’re doing, and not just your manager.

3. Do the role before you get the title. Take on additional projects to showcase your expertise. Go above and beyond your role. Identify areas of improvement and do your best to solve those challenges internally. Act your way into your promotion. This is what helped me get promoted twice in the last 2 years. Show your manager (and your company) that you have what it takes to do the role you want. And don’t wait for them to promote you. Build a business case to showcase why you deserve it, make it a no-brainer for your leadership team to acknowledge your great work.