We’re excited to welcome Kelley Turner, whose journey from financial controller to SVP, Global Customer Success at Vitally, defies the traditional career ladder. As she reveals, "My career looked like a squiggle until it all made sense," suggesting that non-linear paths often lead to the richest skill combinations in customer success.

Drawing from her finance background, Kelley shares how understanding the business mechanics—tracing a dollar from lead acquisition through revenue recognition—equips CSMs with the authority needed to advocate effectively for customers. This financial fluency transforms both customer conversations and internal business cases.

In this episode, we discuss:

• Understanding business financials and how money flows through an organization ( & how it empowers CSMs to speak with more authority to customers)

• Building "bridges" by helping customers navigate overwhelming amounts of information by providing guided pathways to success

• AI adoption and why it requires both "pull" (making it fun and approachable) and "push" (leadership expectations and modeling)

• Why diverse backgrounds in CS teams create complementary skill sets that better serve customers

Ready to transform your approach to customer success? This episode is the place to start! 

So tune in and enjoy!

Step into the warm embrace of Women in Customer Success's Berlin Live event where remarkable women gathered for an evening of authentic connection, shared wisdom, and community building in the customer success industry.

Step into the warm embrace of Women in Customer Success's first London Live event with the guest Daphne Costa Lopes, where 80 remarkable women gathered for an evening of authentic connection, shared wisdom, and community building in the customer success industry.

Discover the Winning Strategies from London's Customer Success Round Table facilitated by Gainsight and Women in Customer Success. Industry leaders gathered at the iconic Olympic Stadium to share insights on elevating Customer Success. Learn how top companies are integrating AI without losing the human touch, training teams for excellence, and tailoring strategies for diverse customer segments. Dive into expert advice on empowering your team with AI, leveraging communities for advocacy, and adopting Olympic-level tactics for business success. Don't miss out on these game-changing tips and transform your Customer Success operations into a champion's arena today!

Since I started my career in Tech, I've been hearing about the importance of having a mentor - a guide that helps you navigate your career path