How did you get into CS?

I began my career in sales at a startup with fewer than 20 people, where I also handled account management (before Customer Success became widely recognized in the early 2000s). I quickly saw the value of building strong customer relationships and appreciated being closely involved with the use cases for our technology.

What do most people get wrong about CS?

Just about every interaction with your customer is an opportunity to deliver or highlight your value.

How do you see post-sales teams evolving when it comes to AI?

AI will amplify the capabilities of a great team, especially one skilled in understanding customer value and maintaining process rigor. It won't replace hard work, but teams that use AI effectively will quickly adapt to change and realize greater efficiency.

What advice would you give to someone starting in customer CS?

Be curious, goal-oriented, and focus on developing your communication skills.

What's the most rewarding part of your role in CS?

When a new customer shares unsolicited feedback about how we've helped them overcome a major challenge or reach a key milestone in their business.