73 - Starting out with Digital Customer Success - Kailey Killoran

Women in Customer Success Podcast

In this episode, I’m talking to Kailey Killoran, a Director of Customer Success at Loopio. Prior to transitioning into Customer Success, Kailey started her professional career in Sales, Business Development, and Account Management. She is a data-driven leader and enjoys coaching and supporting CSMs in their own growth and development. Outside of work, she's always looking for something new to learn

Fun facts about Kailey:
⭐️ She believes that being caring and vulnerable are strengths.
⭐️ Kailey would like to be remembered as someone who cares deeply about her team, the project, the company and her personal relationships
⭐️ She lives in Toronto, Canada but if she could she’d move to Europe because of culture.

🔥 I think that Kailey has the hottest job in the success industry, as she is currently creating digital motion for Loopio customers.
Kailey on Digital Customer Success:
⭐️ As you're building high-touch relationships with the core customers, that will enable you to learn everything you can about your customers to implement digital strategy successfully
⭐️ Have a dedicated ownership /resource for the process for clear accountability and focus
⭐️ Replicate the customer journey and break it up into different elements to pick out what’s important - see what’s causing the most friction or what's inefficient and started improving that part of the journey!

Growing your Customer Success Career:

Kailey started her career in Sales and pivoted into Customer Success.

"The biggest thing is finding your people and finding the folks that you want to work with - you feel you can grow and develop alongside.”

You are ultimately responsible for your own career growth so it’s something you need to own yourself. A principal that has helped guide Kailey is being open but strategic. Ask yourself, what is the decision that is going to give you the most opportunity and open the most doors for you? If you are transitioning from a role that isn’t already in the customer success industry, you should own all your background and experience. Present these previous opportunities as benefits for this new role and don’t undersell yourself.
Follow Kailey: ⁠Linkedin⁠
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About Women in Customer Success Podcast:

Women in Customer Success Podcast is

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

Follow:
Women in Customer Success

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Host Marija Skobe-Pilley

- Website - https://www.marijaskobepilley.com/

- LinkedIn - https://www.linkedin.com/in/mspilley/

- Coaching with Marija: http://marijaskobepilley.com/programs

- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie