What made you pursue a career in CS?

When studying for my Master’s degree, I actively sought a non-technical role where my interpersonal skills could shine. Surprisingly, becoming a field implementer in my company eight years ago set me on a career path I hadn't initially imagined. Discovering the world of customer success became my calling—a space where I could teach, be creative, and tackle challenges head-on.

The dynamic nature of the role, which is focused on building meaningful relationships and creating tailored solutions, is a perfect fit for my skill set, which motivated me to grow and advance in the field.

What do you like about your role?

Without a doubt, it's the customers! Working with the largest airlines, including United Airlines, American Airlines, British Airways, and Wizz Air, is incredibly rewarding. I genuinely care about their success and that they get great value from our product. An exciting work perk is visiting these leading airlines' pilots' training centers.

As the director of customer success, I play a pivotal role within the company; being a key stakeholder in influencing customer satisfaction is immensely fulfilling. I enjoy building a customer experience strategy and witnessing the puzzle pieces come together. Seeing my team guide our customers to success is genuinely thrilling, and I feel privileged to lead them on this mission.

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

Two crucial insights significantly influenced my leadership approach-

First, during one of the lectures I attended, the audience was prompted with the question: "Who are the most significant people in your life?" The common answers were either parents or managers. The rationale is that parents, or one-of-a-kind managers, genuinely care about their kids'/employees' personal success. This insight greatly influenced my leadership philosophy—I prioritize caring for my team members and fostering an environment where they can succeed. The belief in personal success as a shared goal has become a guiding principle in my approach to my team.

The second insight is understanding that being a good manager isn't about not dropping any balls—because that's impossible. It's about knowing which balls are made of glass (and therefore cannot be dropped) and which balls are made of rubber (and can be picked up at another time). This realization has been instrumental in my approach to effective management.

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

I focus on ensuring satisfaction, retention, and expansion by overseeing our customers from onboarding through ongoing support. I develop strategies to enhance customer success, ensuring all company roles are engaged in this mission. I continuously improve processes to deliver value to our customers. With a high-touch approach, I manage customer success scaling and new product implementation to effectively support a more extensive customer base.

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

·  Love What You Do: Be passionate about delivering customer value.

·  Continuous Learning: Stay updated with industry trends and tools.

·  Innovate and Collaborate: Think creatively and work with other departments to understand and contribute to company goals.

·  Go Beyond Daily Tasks: Don’t wait for promotions. Take on additional responsibilities to showcase your broader impact.