Monday Guest Jasmine Reynolds – Y3-W5
Get to know Jasmine Reynolds
By: Mohammed Alqaq | January 29, 2024 | Year 3 – Week 05/2024
Greetings! I’m Jasmine Chanel Reynolds, a dedicated girl mom residing in Pittsburgh, PA. Proudly serving as the Head Cheer and Dance Coach at Chatham University. I specialize in building success pillars at startup Tech companies, focusing on time to value and fostering lifetime product fans.
I am also a 2023 Top 100 Customer Success Strategist by SuccessHACKER and Awarded 2023 Most Creative CS Leaders by EverAfter.
We asked Jasmine to take us through a journey telling us about her career path, how she spends her workday, what advice she can share with someone starting as a customer success manager, and many other questions.
Enjoy reading this interview
Table of Contents
Tell us about your career path?
My career journey is customer-centric, starting in sales in the insurance industry, and transitioning to pharmaceutical and medical tech. Recognizing gaps in customer experience during my tenure at IngMar Medical, I discovered my passion for customer success.
How did you join Customer Success?
I stumbled into customer success after a successful decade in sales, prompted by an evaluation of the customer experience. It felt like a natural fit, allowing me to nurture customer relationships, a skill I honed in sales.
How would you describe the ideal CSM candidate?
An ideal CSM candidate is curious, ego-free, and treats the interview process like managing accounts. They should possess great discovery questions, follow up with thoughtful emails, and engage in post-interview connections.
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
The best advice for a new CSM is to build a robust executive board, including mentors from various industries and executives. Invest in yourself by attending conferences to absorb knowledge and make meaningful connections.
Build a robust executive board, including mentors from various industries and executives.
Can you take us on a journey describing what your workday looks like?
My workday involves thoughtful conversations with accounts, guiding them toward their goals. Mornings are for emails and meetings, and afternoons are for ad hoc meetings and follow-ups. I end the day by outlining goals for the next.
What makes you feel inspired or motivated?
What motivates me is setting an example for my daughters, showing them the power of a woman’s strength and success. I want them to understand that their growth should have no limits.
What’s one thing that people are generally surprised to find out about you?
Surprisingly, I was a ballerina for 20 years through college. Now, as the head coach of the cheer and dance program at Chatham University, I still tap into my passion for creativity.
Who do you look up to the most?
My Executive Board, including Rochelle Shearlds, Dr. Mike Lee, and Sarah Wood, inspires me. They’ve been rocks in my journey, teaching me valuable lessons and motivating me to mentor the new generation of CSMs. If you don’t follow them on Linkedin, you should.
What are your top 3 priorities now?
Current priorities include
growing and nurturing my network,
obtaining industry-specific certifications,
and expanding my professional brand through speaking engagements.
What advice would you give to Customer Success Managers to grow and develop their careers?
To grow in customer success, get certified in your specific industry. Being a great CSM isn’t enough. I’m reinforcing my presence in tech by obtaining Scrum, Agile, and project manager certifications.
What’s your favorite book, and why?
The Mountain Is You by Brianna Wiest – is my favorite book. It’s been instrumental in my self-reflection and personal growth, emphasizing the importance of overcoming self-imposed limitations.
» Check out the 10 Books a CSM should read to advance and improve their skills.
Have you had your “I’ve made it” moment yet?
In 2023, being acknowledged as the Most Creative CS Leader and Top 100 Customer Success Strategist marked a significant milestone for me, challenging the perception that a small voice can’t be powerful.
What should I have asked you but didn’t?
What makes a great CSM?
Connecting with the human on the other side of the screen. Managing relationships means managing people and their emotions. Pay attention to details; build a strong relationship that can weather challenges like job changes, software bugs, or price increases.
Where can people go to find out more about you?
I’d be happy to connect on Linkedin, feel free to reach out:
Thank you, Jasmine, for sharing your knowledge and for the opportunity to know you more.
Do you have a Customer Success Leader, Expert, or Influencer you would like to know more about?
