How I Built World-Class CS  Departments Over and Over

I have been a Customer Success Leader for over 15 years, and I remember the first time I stepped into that role. I was so excited! 

Until I realized that it was an entirely different job from the one I had before — and no one had trained me for the new one.

I was great with customers, but when it came to strategy and people management, I was making it up as I went along.

I didn’t know when to zoom out on strategy or how to get the most out of my team. I was working so hard but making so little progress and I was beyond frustrated.

I bumped my head on EVERY obstacle along the way – so you don’t have to.

I’m happy to say that over a decade later, I love being a Customer Success leader! I’m confident in my abilities – no imposter syndrome here – and I genuinely love what I do.

The thing is – it took a long time to get here.  I loved the role but I struggled with so many challenges for years, when I could have been thriving if someone had just given me a roadmap.  

Once I nailed things like: 

Tying CS to Revenue

Using data to drive my strategy

How to delegate without sacrificing quality or overloading my team.

The secret to “Executive Presence”

How to get everything done without burning out…

Once these were in place, it became clear there was a repeatable process for building and scaling a CS department effectively – and it worked no matter where I tried it!  

From Seed Stage to Fortune 500 Company.  From High Touch Enterprise SEC Filing Software to a B2C Low-Touch Scaled Scheduling Software…

So I did what any good CS leader would do… I scaled it so it would be available to more people!