Tell us something fun about yourself.
My favorite food is cinnamon rolls and I almost never swim in lakes because I’m afraid the fish will bite me :)
If you could go back in time, what would you tell yourself as a new CSM?
Take it easy and just do your best! Accept that all the mistakes and challenges are an integral part of the process. It will all come at the right time.
What book, podcast, or influencer do you recommend checking out?
For those who are just learning the ropes of CS, I’d recommend starting with "The Startup's Guide to Customer Success" by Jennifer Chiang. The book gives a very good overview of what Customer Success is and should consist of. Another very good resource that will make one’s life easier, not only on a professional level but on a personal too, is the book “How to Decide: Simple Tools for Making Better Choices” by Annie Duke. Decision-making has become so much easier for me since I read it!
What is the one tech tool you can't live without?
I love using tools! But the one I use every single day is Notion. It offers so many options: it stores documents, has databases, tables, and even reminders; it also has a Kanban board which is great for task tracking.
What's next for Customer Success?
I believe Customer Success will evolve into a more strategic and advisory role. Considering customers’ high expectations these days, it may, as well, become a company strategy for any product/service to achieve business value.
What’s something you recently learned the hard way?
Constant ignorance of your own values and beliefs for the benefit of others leads to professional burnout.
Connect with Christina on LinkedIn 🤝