Spotlight: Shanta Bodhan @ Cornerstone

How did you get into customer support?

My career began in human resources, where I loved making a meaningful impact on both my company and its employees. Over time, I realized that I could drive even greater impact by working directly with customers in a success-focused role—helping multiple organizations thrive rather than just one. That realization led me into HR tech, and from there, I expanded into leading Customer Success and Support teams in emerging technologies, including XR/Virtual Reality, Sustainability, and LLM/GenAI.

How do you see post-sales teams evolving with AI?

At Cornerstone, AI is embedded in everything we do. But I’ve heard from many people outside our organization who feel uncertain—sometimes even threatened—by AI’s role in the future of work. There’s no denying that AI is reshaping our industry, but instead of fearing it, we should be asking, "How can AI make me more efficient?" and "What tasks can I offload to AI so I can focus on higher-value work?" Embracing AI as a tool for efficiency and strategic thinking will be key to evolving post-sales functions in the years ahead.

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

Build your network now! Dedicate just 30 minutes a week to connecting with peers on LinkedIn or engaging in Customer Success and Support communities. The best part? You don’t have to reinvent the wheel—there’s a wealth of knowledge out there, and a strong network will be an invaluable resource throughout your career.

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

Customer Success sits at the intersection of internal teams and customers, giving me a unique, big-picture perspective on how businesses grow and scale. I love designing frameworks that drive customer success while also creating repeatable, scalable operations. At the core of my approach is the belief that the triple bottom line—advancing people, profits, and the planet—is achievable in any industry. With a high-integrity, financially sound approach to customer delight, we can create outcomes that benefit everyone.