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I am a strong leader with experience across all facets of relationship management. I've sold, implemented, managed, and renewed customers of all shapes and sizes. I excel in fast-paced, multi-role environments, at start-ups, large companies, and everywhere in-between. I've been through mergers, acquisitions, and re-alignments. I've built my own teams and managed someone else's. I'm hard to rattle.
To me, each solution should build a process. What do we do the next time this happens? How can we make the next solve quicker? How can the entire team grow and learn? Scale and process are critical to success.
Data matters, too. Understanding how customers use a platform is the bedrock of a good CS playbook. Where are the risks? What does Sales need to know? What matters to the customer? Data isn't everything, but it can give you a major head start.
As a leader, I want my teams intellectually engaged. Great people demand an environment where they can develop skills, and good training structures encourage high-level thinking. Customer Success should be a collaborative exercise, and a creative one as well.
I feel that any team I manage should be a center of excellence.