Tell us something fun about yourself.
I once fought with a shoplifter in a shop I worked at to recover a backpack full of stolen items. Luckily, with a help of another customer, I managed to get the items back and was left unharmed. Talk about dedication to your employer…
If you could go back in time, what would you tell yourself as a new CSM?
Take time to understand the personality types and communication styles of the key stakeholders you’re working with. That way, you’ll be able to tailor your communication language allowing you to build stronger relationships and get buy-in faster.
What book, podcast, or influencer do you recommend checking out?
It has to be The Customer Success Channel podcast from Anika Zubair. She covers the key topics that matter in CS, she’s a very clear communicator, and always asks her guests the right questions.
What is the one tech tool you can't live without?
Slack – it makes internal communication so much better and faster.
How can those looking to break into CS get started?
Whether you’re set on a career in CS or still hesitating if it’s a good choice for you, have a few networking calls and you will get most questions answered. Connect with people in the exact position you're aiming for, so they give you the best insights and advice. Next step: find a CS mentor to help you through your journey of breaking into CS.
What's next for Customer Success?
As a Digital CSM, I’m glad to finally see the increased importance of the digital-led CS approach across the SaaS industry. In 2023, more and more companies will realize the value of this approach and how it helps to drive positive client outcomes at scale, and invest in it. This is in addition to, not in replacement of the traditional CS approach.
Connect with me on LinkedIn for insights on digital-led CS and breaking into CS resources.