How did you get into customer success?

I was a YNAB superfan (still am), and working in a completely different field. When they posted a job for part-time support specialist, I jumped on it - and then I found I loved working in SaaS support and 10 years later I’m not stopping!

How has the role of customer success changed since you started your career?

AI obviously (does everyone say this?) - I think it’s driving up the level of all support specialists as bots have begun to answer the easiest questions. On many teams, there are no longer what we would have called ‘frontline’ specialist roles anymore.

Are there any customer success trends in 2025 you are keeping an eye on?

Augmented Reality - AR tech is sleeping right now, providing features like virtual try-on for Warby Parker and see-it-in-your-space for online furniture and decor sales. But I think AR is going to revolutionize support for physical products - like what CareAR, A Xerox Company is doing. Imagine offering tech support for a refrigerator or a business inventory management system by asking your customer to hold up their iPad to view it, and then drawing on their screen for them.

What advice would you give to someone starting in customer success?

Managing your career is a big portion of your job. You should preserve your earning power by creating a presence on LinkedIn, starting a podcast that you keep up, a blog, or even a BookTok account. It will really help you to level up throughout your career when you can point to proof of your ability to influence people, speak clearly and with impact, and consistently create. And even better if you do that in a way that includes and uplifts other people, to build your network.