Amidst unprecedented challenges and endless opportunities, visionary women are driving transformative change across diverse fields. This series stands as a tribute to their diverse voices and outstanding accomplishments, highlighting the invaluable contributions they bring to their industries and society at large. Among these influential leaders featured is Jenelle Friday, VP of Customer Success. Her unwavering dedication, resilience, and commitment not only shape the present but also pave the way for a more inclusive and equitable future, leaving an enduring impact and inspiring generations ahead.

Her advice: In the world of Customer Success, success isn't just about cold metrics and numbers. It's about forging authentic connections with people and after years of managing customer relationships, I’ve come to the resolute belief that the true value of Customer Success is realized by leading with empathy in all things and allowing “Trust” to become your north star. In the fast-paced SaaS universe, it's tempting to chase after big, flashy strategies. But here's the secret: it's the small, thoughtful actions that truly make waves in customer relationships, revealing opportunities to exceed expectations.  Building trust happens in small moves that often result in the greatest impact.

Details matter, and those seemingly minor gestures? They leave lasting impressions.  Here's a golden rule – Personalize your business. Behind every interaction, there's a human being. Business needs that personal touch; otherwise, it's just cold transactions between machines. Take a moment to understand your customers on a personal level. Let them know you genuinely care about their success. That personal touch? It builds trust and loyalty that transcends the vendor management relationship.  Real people helping each other succeed.  Foundationally, this is the heart of what Customer Success is supposed to be about.

Success isn't a solo journey. Build a supportive community within your customer base. Encourage them to share experiences, insights, and best practices. A strong community isn't just a bonus; it's a network of advocates who can vouch for your unwavering commitment to their success.

Bio: Jenelle Friday, a distinguished figure in Customer Success (CS), has garnered recognition as the CS Leader of the Year 2023 and holds the prestigious title of a Top 200 Global Customer Success Thought Leader. With a fervent dedication to fostering career transitions, Jenelle passionately empowers individuals to seamlessly navigate into the dynamic realm of Customer Success.

Drawing from over a decade of immersive experience in CS, Jenelle serves as the Vice President of Customer Success at Forecastable, spearheading transformative initiatives within the field. Her mission revolves around equipping aspiring professionals with the essential tools for success. Through foundational concepts, interview coaching, community resources, and the development of soft skills, Jenelle empowers individuals to confidently embark on the rewarding path of Customer Success.

Beyond her role as a CS leader, Jenelle is a mentor, coach, and fervent advocate for the CS community. Her expertise extends to consulting and advising CS programs, where her insights and entrepreneurial spirit have contributed significantly to the growth and development of the field. Jenelle's dedication to CS truly shines, as she champions its value as an enriching and impactful career path. Moreover, she's gearing up to launch a comprehensive course on pursuing a career in Customer Success in 2024. For more information, follow Jenelle on LinkedIn.