Tell us something fun about yourself.
I was raised on a religious commune in East Texas in the 80s. Yes, "that" kind of commune.
What book, podcast, or influencer do you recommend checking out?
I've been reading the "High Growth Handbook" by Elad Gil as well as "Principals" by Ray Dalio
What is the one tech tool you can't live without?
Pendo: It not only allows me to communicate with my customers WHERE they are, but it also gives me functional data on features, trends, and peaks and valleys in individual and team usage.
If you could go back in time, what would you tell yourself as a new CSM?
Don't take your first few setbacks too seriously. There is a lot to learn in failure and a lot of room to grow when you give yourself space.
How can those looking to break into CS get started?
Certifications, books, all of it! But most importantly meet with CSMs and figure out if what THEY do is what YOU want to do!
What's next for Customer Success?
ooooooh, I think we are getting ready to blow up in the world of actionable data on our customers. Metrics, segments, usage, data, data, data, data. We need it all.
What’s something you recently learned the hard way?
Don't wait to take control of your career. You are the best person to speak on your behalf.