How did you get into customer support/success?

I actually fell into it by chance and luck - because I love it! My first ever customer success job was over 20 years ago now. It wasn't called Customer Success, but that's what it was. I managed a customer portfolio, ensuring they had what they needed to be successful, looking around corners for any risks and so on. While I have owned multiple functions in an org, some further away from Customer Success, like HR, some closer like Support, I have always made Customer Success my home.

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

Not learning more about the business, which is why I tell folks to dig in deep. When I say business, I am referring to both the ones you work in and the ones you support. You cannot be a trusted advisor if you don't understand your customers day to day, and you also cannot control your destiny if you don't understand the whys behind what you do. I didn't get clear on that early. I just checked the boxes. When I finally realized how important that was, my career truly took off, and my role had more purpose for me.

What advice would you give someone starting in customer support/success?

Learn about the business you are working in and supporting. You should know what NRR is, what impacts it from the business standpoint, and what levers you have to impact it. You should know what renewals are coming up for your book of business, not just a quarter out, but a few quarters out - because the further you think and strategize, the greater the chance you can positively impact that renewal event. Oh, and don't be afraid to own a number. It may be scary at first, but ultimately will help your career.

What's your biggest pet peeve in customer support/success?

People who still use NPS as their primary metric and folks who completely discount the value that NPS can bring. It's rarely the end-all-be-all for any organization, but when done right, it can be a great data point for any organization.