Cinthia Silva

Key takeaways

1. How did you get into Customer Success?

I’ve spent the bulk of my career in client-facing roles primarily on the sales side of B2B. But as I moved through different roles.As a result, I decided to pivot to the post-sale motion where you’re given the runway to work with clients with a long-term view. I made the switch and haven’t looked back!

2. What do you enjoy the most in your role?

When I joined the team at Nasdaq, I saw it as a unique opportunity to help,launch and scale a Customer Success team. There are 2 aspects of my role have been particularly satisfying:

• Learning into Data Analytics
• Collaborating with Internal Partners

3. What skills do you believe someone excellent in CS should possess?

High performing CSMs are experts in relationship management, critical thinking, leading discovery calls, and maintain a growth mindset.

4. How important do you think CS is for an organization?

Customer Success should be a company-wide mindset vs. the responsibility of a single team. This is why it’s critical to develop relationships across teams to ensure that activities and projects are aligned for the maximum benefit of our customers.

5. What are your predictions for the direction of CS and CS platforms in 2024, given the increasing prevalence of AI?

CS pros who leverage AI tools now are poised to succeed as Customer Success continues to evolve. By integrating AI into existing processes and workflows, CSMs can free up time to have more in-depth and strategic conversations with customers.

6. What tips do you have for anyone looking to enter CS?

Learn as much as you can about the foundation and changing landscape of Customer Success by:

Reading books, listening to podcasts, attending events, and following thought leaders.

Join communities to exchange ideas with peers in your space.

Grow your network on LinkedIn to engage with peers.

7. How can individuals seeking a job in CS go about it? Anyrecommended forums/events?

Leaning into your network is the fastest and most reliable way to find your next role. So, I would recommend job seekers grow their network and engage with the CS community NOW.

8. What are some of the key challenges in the field of CS youhave faced and what helped you overcome it?

Customer Success is nuanced and varies depending on your company and solution. This can make it difficult to establish clear swim lanes between departments. I decided to collaborate with internal partners to create customer journeys which brought clarity on who does what and established the rules for engagement across all teams.

9. Who are your mentors or individuals you look up to in CS?

There are many peers and thought leaders that I admire but the 3 most influential CS pros I’ve encountered.

10. Your favourite book?

I have a lot of favourite books but I’m currently re-reading “How Women Rise” and I would recommend this to all women in business. Their list of the 16 ways women self-sabotage and their suggestions on how to counteract these behaviors is life-changing. Pick this book up now if you want to learn how to get out of your own way as you grow your career!

11. Your favourite pastime?

I’m a big fan of travel and fitness so I often combine the two by visiting gorgeous beaches and going snorkelling, swimming, running, or biking in sunny locales.

12. Anything else you would like to add?

Customer Success will continue to evolve so CS pros should maintain a growth mindset and roll with it. Even better, stay ahead of the changing environment by continuously upskilling yourself and sharing your knowledge with others who are on the same journey. Giving back is often the best way to learn!

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