How did you get into customer support/success?

I relocated to Austin, TX, in 2006 and quickly immersed myself in the burgeoning tech scene, which was still relatively new at the time. With limited experience in tech and SaaS, I sought an entry point into the industry and found an opportunity with a role on a technical live support desk. Much like how you can tell who has worked in the service industry by the way they treat others, you can also recognize those who have worked in support roles by their empathy and communication skills. Support representatives are often the frontline workers—the voice and face of a company—engaging with clients via phone, chat, or email.

While I knew I didn’t want to stay in a support role long-term, I took on the most challenging and technical cases to deepen my product knowledge and expand my understanding of the platform. My dedication was recognized, and I was given the opportunity to join the Implementations team. Later, I transitioned to Client Success, where I partner with clients to ensure that our product offerings not only deliver value but also evolve to meet their growing needs.

What's a mistake you made early in your career, and what did you learn from it?

By nature, I tend to be antsy and impatient, which led me to want to expedite my career growth and upward movement within Client Success teams. In doing so, I worked hard to build a solid reputation as someone always willing to help others. I took on additional responsibilities whenever possible, eager to demonstrate my dedication and work ethic. However, I learned that taking on more than necessary—while well-intentioned—can be detrimental to both personal and team success.

At that time, I viewed multitasking and double-booking myself as strategies to stand out and be rewarded for hard work. During an internal interview for a promotion, I emphasized my willingness to juggle multiple tasks at once. However, I was quickly advised that if a task or issue is truly important, it deserves 100% of your attention. Multitasking, I was told, is no longer a badge of honor. Splitting focus between several tasks or initiatives often leads to poor outcomes, with work that feels “half-baked” or incomplete. Although it was difficult to hear initially, I took that feedback to heart and have since shared this valuable lesson with others in the industry.

What's the most rewarding part of your role in customer support/success?

The simple answer is that I genuinely love helping people.

Throughout my various roles across different teams, I’ve gained a comprehensive, 360-degree understanding of customer expectations and their journey throughout the lifecycle of their partnership with our platform. There isn’t one phase I would call out as more rewarding than another. From the initial handoff from Sales, where I meet a new client excited to build out and launch their system, to the testing, training, and ultimately going live, each stage offers unique opportunities to build and strengthen relationships.

Beyond go-live, as a Client Success professional, it’s incredibly fulfilling to engage with client admin teams—whether virtually or on-site—listening to their questions, feedback, concerns, and, most importantly, their praise for the new system. Knowing that we’ve delivered a product that empowers people to work more efficiently, streamlines business processes, and helps save money is an immensely rewarding experience.

How do you foster a strong culture within your support/success teams?

In the post-COVID-19 era, many of us are working remotely on Client Success teams, often spread across different cities and states. Currently, I am the only team member based in Texas; however, leveraging tools such as Zoom, Slack, Teams, email, and regular meetings has been essential in cultivating and maintaining a strong, cohesive team culture. Consistent communication and regular team check-ins are critical to fostering collaboration and connection, regardless of geographical location.

I also place great importance on proactively reaching out to both team members and colleagues in other departments to discuss product offerings, address client concerns, and build personal rapport. I have found that when working closely within a team, mutual respect and an understanding of each other’s working styles are fundamental to creating a productive and harmonious environment. Shared values, such as collaboration, innovation, and integrity, naturally foster a strong culture within Client Success teams, driving both individual and collective success.