Melissa McMillan | Customer Success Festival San Francisco

July 25, 2023

Video Transcript

Speaker: Melissa McMillan, Vice President of Customer Success, Screencastify

Melissa McMillan: My name is Melissa McMillan, I'm the Vice President of Customer Success at Screencast.

What will you be discussing at Customer Success Festival San Francisco?

Melissa McMillan: I'll be on a panel for the conference called to VP to C-Suite and beyond, which is all about success stories and advice for career progression in customer success.

What nugget of wisdom are you hoping to leave attendees with after your talk?

Melissa McMillan: I'm really looking forward to sharing my methodology for career development and skill tracking with CS leaders and CSMs alike. I've interviewed countless CSMs over the years and the number one reason folks are looking for a new role is because they're getting kudos, you know, they're getting positive reviews and maybe little raises every year, but they don't see that path to leadership. And the method I use provides that path and includes skill tracking via a spreadsheet that folks can use on their own, even if their leader doesn't want to participate. And I'd of course like to see a lot more CS leaders using this as well, CSMs deserve it.

What aspect of the summit are you most looking forward to?

Melissa McMillan: In terms of what I am most excited for, This is my second time at the Collective's San Francisco Summit, and I'm really excited to meet other CS professionals. I may be biased, but I think the industry is full of wonderful, emotionally intelligent and creative people doing amazing work. There are also a lot of discussions and presentations that I'm excited to join and it's hard to narrow it down. But one that I'm really looking forward to is Heidi Rhodes. She's the Global Head of Customer Success over at Meta. She's gonna be going over the steps and gaps in the journey from customer success to customer centricity. So I'm really looking forward to that, because I'm all about customer-led growth over product-led growth. And for the same reason, I do want to call out another one. I'm super excited for which is Dutta (Sutadip). He's the CCO over at Active Campaign and he's gonna be doing a talk on building customer focused companies, which is all about unlocking rapid growth with data-driven principles. So there's a lot of really great talks. But those two that are really focused on customer-led growth are things that I'm really excited for.

Produced with Vocal Video