How did you get into support/success?

I started my career in Sales and later transitioned into Account Management in the gaming industry. I loved engaging with clients, maintaining long-term relationships, and always following up to check on their progress. Over time, I realized my passion lay in advocating for clients, guiding them to success, and mentoring teams. Becoming a Customer Success and Support Leader felt like the natural next step.

What do most people get wrong about support/success?

Many organizations see Support as a reactive function, focused solely on resolving issues quickly and achieving customer satisfaction. However, this approach overlooks a crucial opportunity to identify risks and uncover growth potential proactively. Early in my career, I recognized this gap and developed playbooks to train Support teams to spot these triggers, act on them, and drive added value for clients. It's about transforming Support into a value-growth engine.

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

AI will revolutionize post-sales teams by shifting their focus from their reactive and repetitive tasks to proactive ones. With AI insights, CS teams could further personalize interactions and dedicate more time to relationship-building activities with clients that in turn drive value and strategic insights.

What advice would you give someone starting in customer support/success?

Work on your listening skills—it’s the foundation of success. Stay curious and adopt a learner’s mindset. Ask thoughtful, open-ended questions and show genuine empathy by inviting clients to “tell you more.” These conversations often reveal unexpected insights that can help you deliver exceptional value.