Spotlight: Thibaut Martin @ Smart Role

How did you get into customer success?

I began my career as a frontline agent at Google in 2015, where I learned firsthand the value of empathy and effective problem-solving. As I progressed to a managerial role, I became Head of CX for a start up which was expanding fast. There I realized that great support is about building trust and empowering teams. This journey eventually led me to entrepreneurship, where I’m now dedicated to reshaping how support teams are trained and developed.

How has the role of Customer Support changed since you started you career?

In the early days, support was very reactive, simply troubleshooting issues as they came up. I think it’s evolved/evolving into a proactive, strategic function that leverages data and AI to anticipate customer needs. This shift has been fascinating to watch and has directly influenced how we design our training simulations at Smart Role, ensuring that teams are prepared for both today’s challenges and tomorrow’s innovations.

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

Post-sales functions are increasingly becoming data-driven and intelligent. AI is not about replacing human connection but augmenting our abilities, whether it’s in personalized training or real-time feedback. I believe that as these technologies mature, they’ll empower teams to work more efficiently and make better-informed decisions, a trend we’re excited to embrace in our approach at Smart Role.

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

My key advice is to remain curious and continuously learn. Adaptability is key. Embrace challenges as opportunities to grow, and never underestimate the value of listening to your customers. By focusing on empathy and skill development (both technical and interpersonal) you’ll build a solid foundation for a long and rewarding career in support.