Over the past several years, I became the de facto technical customer success and support expert for a 30,000-user international enterprise SaaS deployment. How I got here is a microcosm of a pattern that has repeated again and again in my career. I didn't have the title, a vetted playbook, or training and mentorship from a predecessor. I was handed a problem: the vendor's implementation team was insufficient and the onboarding experience was inadequate for worldwide adoption. Here's how I started: learn the app, reorganize the plan, create training and enablement. Here's who I've become: worldwide platform owner, vendor relationship manager, technical support expert, feature adoption strategist, executive liaison, customer advocate, product trainer, and platform evangelizer. In short: I enable both the success that our organization has with the tool and the relationship that the vendor has with our organization. The results speak for themselves: 10% annual growth, 3.5x mobile adoption benchmark, multi-year subscription renewal.

Here's the rub — my title: Instructional Designer. But what I do every day is the beating heart of Technical Customer Success.

Here's why this matters to you: you won't find a traditional customer success manager career path here. But you will discover a body of work and a collection of skills reflective of an individual endlessly driven to learn and empower the success of others. I accomplish that with—understanding. The products, the organization, the users, the goals, and what is needed to fill the gaps between them. My background in instructional and multimedia design gives me something a lot of traditional applicants lack: foundational skills — communication, relationship building, customer advocacy — that drive improved customer outcomes and better business results.

So here's the ask: explore the next section and discover how my background and abilities can make me a great member of your team.