What's the most rewarding part of your role in customer success?

The most rewarding part of my role in customer success is seeing my team members regularly acknowledged for their efforts and their impact on driving outcomes. It’s a strong indicator of the kind of team we’ve built, and it fills me with pride to watch them thrive. Another key highlight is being involved in hiring and grooming talented individuals who bring dedication, resilience, and a willingness to go the extra mile. Watching these individuals grow and succeed within the team is incredibly fulfilling. Ultimately, it’s about fostering a culture where hard work and commitment are not only recognized but celebrated.

What's a mistake you made early in your career, and what did you learn from it?

Early in my career, I really didn't apply segments to customers. Quickly realizing that not all customers are equal, and our efforts were misaligned with where we should have been focusing- enter segmentation. I now even go as far as driving specific outcomes (adoption, growth, etc) for each group. It taught me that being strategic with where you invest time can make all the difference. I have since shared this valuable lesson with others in the industry.

What's a memorable CS success story that stands out in your career?

A memorable success story from my career happened early on in my career when one of my enterprise CSMs hosted a quarterly training session. During the session, an end user shared they were on the chopping block, but after applying the strategies discussed, they uncovered a major prospect and closed the deal. The gratitude they expressed was incredible, reminding me of the real impact we have on people's livelihoods and careers. While we might not be curing cancer, we help others succeed, which directly connects to their job responsibilities and career goals.

How do you foster a strong culture within your success teams?

Communication, empathy, growth goals, and a lot of laughing. Prioritize open communication to ensure everyone feels heard and valued. Emphasize empathy both for customers and peers, creating an environment where everyone supports one another. Set clear growth goals (professional and personal) and encourage a lot of laughing along the way, making sure the work is both meaningful and fun.