At Salesforce, we talk a lot about Customer Success. After all, we’re the Customer Success Platform! Our success is driven by our customers’ success, so it only makes sense that we put their needs front and center.

I should know – I’ve been focused on Customer Success at Salesforce for the past 13 years (and counting!). I joined when the Field Customer Success Manager role was created, and have spent my time here chasing new experiences and opportunities. In the process, I’ve developed a deep understanding of the Salesforce customer, and now am thrilled to be a member of the Global Delivery Ops team, working on Delivery Methodology for Success Specialists.

What keeps me coming back for more year after year? The fact that I’m empowered to think differently about how we can constantly improve the customer experience. Most recently, I worked on Customer Onboarding, a new global program that welcomes all net new Premier customers while providing guidance to customers who upgrade to Premier and to new Standard customers. Our goal is to ensure customers understand how to leverage their Success Plan and are familiar with the variety of resources they can leverage when they need help or education. It’s an exciting initiative, and I know we’ll continue to optimize and innovate it.

Customer Success is something I think about every day, in every meeting, and something my team lives and breathes. As Salesforce’s April Woman of the Month, I’m taking this opportunity to answer four straightforward yet significant questions regarding Customer Success. No matter what industry you’re in, hopefully these insights will inspire you to take your customer service to the next level.

1. Why is Customer Success so important?

Without Customer Success, there’s no success for any of us. It’s that simple. Customers are experts at their business, not our business, so it’s our job to make it easy for them to get educated and operate effectively. Customers have many needs – they need us to stay motivated and work hard, connect them with the latest technology innovations, ensure their data is safe, and exhibit strong financial performance so they can rely on us for years to come. When we deliver on these needs, we all achieve success together. 

2. What has been your most rewarding interaction with a customer?

I took an escalation for a Salesforce customer who was experiencing “buyer’s remorse.” He felt he had bought a Ferrari and all he knew how to drive was a Ford, and admitted he didn’t know how to use computers very well, felt out of touch, and was afraid of failure. I asked him a simple question: “Why did you buy Salesforce?” Turns out, he wanted the dream that the salesperson pitched, but wasn’t sure how to make it a reality. We talked about how he could start small and move forward with our Getting Started Hub. I introduced him to the Community and the Salesforce moderator who would help answer questions. He was so grateful and positive, and I was so proud that we had the resources to accommodate his needs.

3. How do you stay connected to your customers?

I read the words of my customers every single day. I don’t just process reports and dashboards – I click into the Case and look at my customer’s verbiage in emails or CSAT responses. This helps me develop a thorough understanding of their desires, objectives, and challenges, and become familiar with their terminology and the way they operate. I also regularly ask my team members (who are my heroes!) to share their challenging or rewarding customer experiences so we can all learn from one another.

4. What’s one thing we can all do to up our customer game?

Take the customer’s perspective. Look at your products, your messaging, your company’s initiatives through their eyes. Got a beautiful new landing page? Great! Instead of distributing that link standalone, first think about how a new customer would find your page, then take steps to get it in front of them. Design your work so that a customer can self-define their needs or interests and interact with you in a way that works for them.

The Salesforce Woman of the Month campaign turns the spotlight on the amazing women who help make Salesforce one of the World’s Most Innovative Companies according to Forbes and one of Fortune Magazine’s Best Companies to Work For. Honorees are nominated by fellow employees and selected by a dedicated committee that works to ensure a variety of roles and regions are honored.

To hear more from Susan, make sure to connect with her on LinkedIn. And stay tuned for more insights from our next Salesforce Woman of the Month, coming your way in May.

Interested in joining the #SalesforceOhana? We’re hiring! Visit salesforce.com/careers.