Maranda Dziekonski, a seasoned customer success and operations leader, joined the Zight Podcast to share her insights on scaling teams, navigating leadership transitions, and the evolving world of customer success. Her approach combines deep empathy with strategic thinking, making her a leader worth listening to.
Here are some highlights from the conversation:
The Power of Personal Connections
Maranda introduced the concept of a “relationship cheat sheet,” a practice she started more than 20 years ago to keep track of her customers’ personal details and preferences:
“I would have a binder with my customer profiles… whether they made mention that they like golfing or talked about their pet, I had all of that written out.”
She emphasized how this practice evolved digitally for customers but remains handwritten for her team:
“For my teams, I usually just write it in my handy-dandy notebook. It helps me stay sharp and connected.”
Scaling Teams with Strategy
As someone who has built and led teams in organizations of all sizes, Maranda shared her two golden rules for hiring and growth:
- Balance Team Skill Sets:
“If you overhire for certain skill sets, you’ll create gaps in other areas. Always assess where your skill gaps are and plan to plug them via hiring or training.” - Act Your Organization’s Size:
“Don’t build processes better suited for a company 10 times your size. Build for what you need today and the next quarter to stay agile.”
Transitioning to Leadership
Reflecting on her shift from an individual contributor to a leader, Maranda explained:
“As a VP, my customers are now my team members. I focus on setting them up for success and ensuring they have what they need to drive value.”
She highlighted the challenges of transitioning between roles, particularly when moving from smaller startups to larger organizations.
AI’s Role in Customer Success
Maranda is fascinated by AI’s transformative potential. One innovative use she described involves leveraging AI to analyze customer earnings statements:
“I’d upload publicly available earnings statements and ask AI, ‘I work at this company. What should I focus on?’ AI would serve up great insights to build account plans and wow customers.”
Breaking into Customer Success
Maranda offered practical advice for those trying to enter the field:
- Gain revenue-related experience in roles like SDR or junior AE.
- Leverage domain expertise to land roles aligned with your industry knowledge.
She acknowledged the challenges of breaking into CS today but encouraged persistence and targeted efforts:
“It is hard, but not impossible. Be specific and strategic in your approach.”
A Changing Landscape
Customer success has evolved significantly in recent years, with a growing focus on revenue ownership:
“Ten years ago, CS leaders were evangelizing not owning a number. Now, CS has to be tied to revenue, whether through upsells, renewals, or other means.”
Maranda’s combination of personal anecdotes, tactical advice, and future-focused insights makes this episode a must-listen for anyone interested in customer success and leadership.
