Emily Garza for Customer Success Festival San Francisco 2024

Speaker: Emily Garza, Head of Customer Engagement, Unit21

Emily Garza: I'm Emily Garza. I'm the head of customer engagement at unit 21. I have spent the last 10 years of my career building and developing customer success and post sales teams at start ups.

Emily Garza: At the Customer Success Festival. I'll be talking on two panels, one with a group of powerhouse ladies, uh talking about how to create playbooks to be more strategic within the CS role. And the second with a great group focusing around the art of negotiation in the downs sell. How do you balance building that long term customer relationship while still advocating for your own business?

Emily Garza: I think some of the biggest challenges around being a CS M today are the changing expectations for the role you're supposed to be strategic, but also scaled, you're supposed to take on more revenue responsibility. And oftentimes these are issued without a lot of support, training and enablement. So really excited for some of the sessions uh at the Customer Success Festival to tackle how to become more strategic and playbooks that you can leverage as well as how to balance um and really maintain and drive that customer relationship.

Emily Garza: My number one customer success tip is to be curious both internally about your product. Make sure that you're staying on top of all of the evolution and changes that are being developed as well as with your customers, business, getting to know the individual contacts personally, um understanding their business goals, but also understanding where the broader organization is going, who you should be connected to by asking the right questions. You can really uncover all these opportunities both to maybe grow the account where training is needed and how you can best help set them up for success.