Explained from a personal perspective gained through hands-on experience and self-discovery.

Introduction

Customer Success is more than a job; it's a passion. As someone fortunate enough to have worked at a tech startup, I've had the opportunity to wear many hats: Customer Experience, Business Operations, Human Resources, Finances, Sales, Marketing, and Product Management. My experience has taught me that adoption metrics are the best way to measure a business's success and future potential. Sure, financial data matters, but if customers aren't using our product, they'll eventually churn. The secret here is to make our product as amazing as possible for our customers and guide them to use our full suite of products.

VR Software Implementation: My Experience with Customer Success

I have worked extensively with high-calibre clients, including Fortune 500 companies, ASX 100 blue chips, and government organizations to implement VR software solutions. This was a very complicated task, everyone in tech knows what a challenge VR implementation is. It required a lot of in-person support and numerous 1:1 meetings. I had to be knowledgeable about our VR software solution, our LMS platform, the software of the different headsets we used, and the hardware components. It was a lot, but it was amazing. I learned a lot and I got to travel and meet customers on a regular basis.

In retrospect, successfully implementing a VR software solution with large enterprise customers gave me a significant boost in confidence. I thought, "If I can achieve this with VR, I can handle any product."

Taking a Step Back to Move Forward

According to Peter Drucker, we must learn to develop ourselves. We must place ourselves where we can best contribute to our organizations. We must go all in on our strengths.

Taking a break after leaving my last role allowed me to take a step back and really think about what I wanted to do next. I already knew I had a passion for business and people—that has always been the case—but I thought I would look at where I consistently received praise. I analyzed all feedback from every job I had, including feedback from customers, colleagues, managers, and cross-team members. And there it was—I was consistently praised for my ability to listen and empower clients, collaborate with teams across the organization, and eliminate communication gaps between different departments. It was clear, I had to focus on Customer Success.

Why I Choose Customer Success

For one, I enjoy being helpful to the people around me. I love finding solutions to everyone’s problems—it gives me a sense of shared accomplishment.