What does day-to-day life in your role look like?

As a Customer Success Manager, my day-to-day involves building strong client relationships, proactively addressing issues, and ensuring clients get maximum value from our product. I start by reviewing customer health scores and resolving any urgent concerns, followed by one-on-one meetings to offer tailored solutions and identify areas for improvement. I collaborate with cross-functional teams to address challenges and share customer feedback, while tracking key metrics like satisfaction and retention. I also stay updated on product developments and industry trends to enhance the customer experience, all with the goal of driving long-term success and satisfaction for our clients.

What would you say is the most interesting aspect of your role?

The most interesting aspect of my role is meeting new people in the industry and learning how our product plays a pivotal role in their daily work. It’s fascinating to hear firsthand how it helps them meet their goals, solve problems, or improve efficiency. I also find it rewarding to adapt my approach to each individual, as every customer has unique needs and challenges. This continuous learning process not only deepens my understanding of our product’s value but also allows me to build stronger, more tailored relationships with each client.

What was your path to joining Vortexa? 

My path to joining Vortexa has been a journey shaped by both challenges and diverse experiences. After graduating from college in 2012, I faced the economic downturn and an unwelcoming job market. With limited experience, I took on various roles, from retail management to banking, insurance sales, account management, customer support, and automotive marketing sales. Along the way, I was fortunate to meet several professional mentors who helped steer me in the right direction. Their guidance was invaluable in helping me understand the career paths available and how to navigate them. Over time, I realized that I thrived in roles where I could connect with people, listen, and support them, while also having a knack for sales. My past diverse experience has allowed me to combine my skills in relationship-building, support, and a bit of sales into the perfect blend for a Customer Success Manager role. It feels like a natural progression after 13 years of gaining insight from diverse industries and learning from some amazing mentors along the way.

What kind of qualities does a person need to have to succeed at Vortexa?

To excel at Vortexa, one needs kindness, self-drive, a can-do attitude, and flexibility in navigating gray areas. Being able to build strong relationships, stay motivated, and adapt to change are key to thriving in this dynamic environment.

What do you like about the culture? 

At Vortexa, everyone is kind, willing to help, and eager to uplift one another. There’s a strong culture of giving credit for hard work, which makes it a supportive and collaborative environment. The company also invests heavily in its people, offering great benefits and fostering growth opportunities, which really reinforces the sense of value and community here.

Who do you collaborate with?

Everyone, Sales, Product, Analyst, Product Specialist, and Marketing. You have to be a master collaborator to do well at Vortexa. 

What are the first three things you do on a Monday morning? 

Coffee always, lots of coffee, check my emails and slack channels.

What energises you most about working as a Customer Success Manager at Vortexa?

What energizes me most at Vortexa is helping our clients succeed while also supporting our kind, collaborative sales team. It’s rewarding to contribute to their success and help them thrive. The positive atmosphere here, where everyone works together towards shared goals, makes it a unique and motivating environment. Plus, the company’s investment in its people keeps me excited and engaged every day.