We speak to Customer Success Director, Sarah Chasen, as she comes back to work after pregnancy.
More phone calls, video calls and face to face meetings when possible. Less email conversations. Fundamentally, bringing it back to basics and remembering what Customer Success is: supporting the customer on various levels for them to achieve their goals.
Challenging and enlightening.
Digital advertising has evolved - obviously; but the ultimate goal of marketers will always remain consistent. The industry is getting innovative at a rapid pace and it's impressive, and with that comes complications.
I've learnt multitasking is really just a symptom of impatience, and actually reduces productivity and adding value. I'm more mindful and have understood the importance of being focused at the task at hand.
I'm also more decisive. I don't have the flexibility to stay in the office past 5pm, I have a very cheeky little boy waiting for me at nursery school! So I have to be savvy about how I use my hours in the day.
It's always family first :) It's important to me to instil a strong work ethic in my son, so for him to see his mum on the occasional out of hours call and travelling for work - I am leading by example. Balance means something different to everyone, and for me it means focusing 100% at the present task. So if I'm regularly working out of office hours, I'll make sure to balance out my diary by occasionally leaving work early to give Noah the attention he deserves.
I'm a strong believer that a woman needs to do what works for her and her family. Customer Success works for me at this stage of my life and gives me what I need to develop personally and professionally. I'm fortunate to work in an office that supports working parents and has a family-friendly culture. I also wouldn't be able to do it without my super supportive husband. He shares childcare duties with me which gives me the space to travel, take those late night calls etc
Simon has over 10 years helping clients achieve their goals through the use of software. Having previously lead Customer Success teams in London, Europe and New York City, Simon now owns Kupr Consulting working with B2B SaaS companies to improve their Customer Success teams and processes.
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