Tell us something fun about yourself.
My Ph.D. focused on investigating why music festivals are enjoyable, and I also live in Finland.
If you could go back in time, what would you tell yourself as a new CSM?
Title means nothing; impact does. Team leaders, CEO, and VPs are just people. Do not be intimidated by them. Everyone puts on their pants one leg at a time.
What book, podcast, or influencer do you recommend checking out?
Jocko Podcast. It removes excuses, depicts how tough the human mind can be, and increases accountability with discipline.
What is the one tech tool you can't live without?
Motion. Never miss a meeting. Built-in task management and easy-to-join features help me!
How can those looking to break into CS get started?
Get into a startup and become a valuable member of the team. Deal with angry customers late at night, provide feedback to the product team, and work with your sales partner. With a lean team, you can get so many reps in. I felt my 2.5 years in a startup were a condensed 5 years. I became who I am today because of it.
What's next for Customer Success?
CS will handle more of the sales renewal and negotiation process, while AEs will be eliminated from the CS organization except for new deals. Those companies that invest heavily in their sales engine rather than their CS team will also suffer during this upcoming recession.
What’s something you recently learned the hard way?
For growth, it is most important to have a positive environment and mentorship. The best product, the biggest title, or the big-name company will not help you improve your skillet but rather inflate your ego.
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