My Customer Success Philosophy

Relationship Bulding

I approach every interaction with customers and co-workers with the same level of respect and empathy.

I believe in...

Consultancy:

In order to best guide customers, we have to be knowledgeable in the industry we’re in. This way we can provide expertise to best help the customer achieve their goals. I’ve found customers are more willing to share information when we’re less biased about our company and act as more of an expert in the field we’re in. As we get to know our customers better, we can then provide guidance on possible growth opportunities with them.

Teamwork:

Everything I accomplish with customers is in reflection to working as a team. I enjoy the ability to work cross-functionally with different teams to execute goals and get wins. I attribute all my success from teammates making my day-to-day easier. I don’t take the CS role lightly and I do my best to work collaboratively with the team to win championships together.

Transparency:

Being transparent can be difficult, especially when product feature timelines fall behind or when bugs occur. Despite these road bumps, it’s our responsibility to set reasonable expectations with our customers. We should be transparent about how certain things impact them and keep them in the loop as things progress.

Curiosity:

It’s important to understand a customer’s reason for buying the product. We need to ask thoughtful questions to figure out what they’re looking to get out of the product. When we actively listen and understand what value they want, we can better help them find solutions to their problems. When customers ask for certain features, we need to ask, “Why is that important to you?”. The more insights we get, the better we can communicate with product, support, and engineering.

At the end of the day, customers are humans first. We need to understand they have other responsibilities and platforms to manage. Yes, we need to drive value and help their day-to-day. However, how we get there, is just as important!

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