Spotlight: Colby Orona @ SkillGigs

How did you get into customer success?

I stumbled into a customer success role with a SaaS startup, where my background in sales, business development, and recruitment aligned well with the company's needs. It was somewhat by accident that I discovered the opportunity, but I’ve gained a lot of valuable experience in the process.

What's a recent trend in customer success that excites you the most?

One trend I’m noticing, and hearing more about within the industry, is the continued growth of customer success. The field is relatively new and filled with a lot of talented individuals. As more professionals recognize the transferable skills they have for roles in customer success, we’re likely to see even more innovation and talent emerge.

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

I believe that post-sales teams have the potential to become more effective and efficient. In my opinion, AI can significantly reduce the cost of non-human tasks within the customer success space. By streamlining these functions, AI can create more room for delivering a truly exceptional "white glove" onboarding experience for customers.

Who is your role model in the customer success space?

There are numerous role models in the customer success space, but one individual who stands out to me is Carly Agar. She’s currently making a huge impact in the industry. I follow her free resources for customer success professionals, listen to her podcast, The Customer Success Career Coach, and follow her on LinkedIn, where she speaks at panels about getting into the field and how to land the right opportunity.