How did you get into Customer Success?

I started out in Sales Engineering, and when the industry shifted from perpetual to subscription licenses, it became apparent that the game had changed. It's now a continuous cycle of proving value and helping customers grow.

How do you stay focused during challenging customer situations?

The one thing to always keep in perspective is that no matter how chaotic or difficult a situation may be, the customer on the other side is likely facing ten times the pressure to get things resolved. Keeping a calm demeanor and maintaining consistent, good communication is absolutely critical.

What’s your biggest pet peeve in Customer Success?

One of my biggest pet peeves is “check-in calls” that lack a clear agenda or purpose. It's incredibly difficult to capture and maintain customer attention, so every interaction should be valuable. An unproductive meeting can erode customer trust and make it harder to engage them in future conversations.

What are some of the biggest challenges in Support?

One of the most significant challenges is the evolving customer expectation. Real-time communication channels like Slack and Teams have become increasingly popular, requiring support teams to adapt to these new methods of interaction. Meeting SLAs and measuring performance in these dynamic environments can be difficult without the right tools and processes in place.