Monday Guest Ana Luiza Paiva-Y3-W30
Get to know Ana Luiza Paiva
By: Mohammed Alqaq | July 22, 2024 | Year 3 – Week 30/2024
Hello! I’m Ana Luiza, and I currently live in the vibrant city of Rio de Janeiro, Brazil.
My life has been influenced by a rich cultural background. My maternal great-grandparents immigrated to Brazil from Germany during the Second World War, while my paternal heritage can be traced back to Portugal.
Originally from the southern state of Rio Grande do Sul, I cherish my Gaucho heritage, which includes our famous barbecues. Beyond work, I am an amateur triathlete. Cycling, in particular, reminds me of the freedom of horseback riding, a cherished part of my childhood spent among animals.
I enjoy connecting with and meeting new people, and through my role in customer success, I am fortunate to have the opportunity to connect and engage with professionals from diverse cultures and industries. I have devoted my carreer to Customer Success and Business Development and in my current role as an Enterprise Customer Success, I manage strategic accounts across North America. In this role, I collaborate with Sales, Solutions Architects, and partners to define and execute a cohesive adoption plan for my accounts, and that will ultimately enable them to expand their usage ouf our solutions.
We asked Ana 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 journey in customer service began at an early age, helping serve customers at my father’s bakery when I was just seven years old. To this day, I remember asking customers what kind of event they were preparing so I could estimate and suggest what product they should purchase. When they come back the next day, I would ask them how they liked the product they purchased, and I would make new recommendations based on their feedback. Little did I know that this experience at such an early age would shape my future career in customer success.
I graduated in Business Administration and was certified by MIT in Mastering Negotiation and Influencing Outcomes.
I moved to Toronto in the early stages of my adulthood to learn English and gain professional experience. Ultimately, my goal at that time was to gain enough proficiency in the English language so that I could work at a large software company. I worked part-time at a cafeteria while I completed my English studies.
Fast-forward a couple of years, and I managed to land the job I had been aiming for at a large software company. Thus began my journey in the world of customer success for SMBs and eventually enterprise accounts.
Currently, I am an Enterprise Customer Success Manager at TimescaleDB. Prior to that, I worked for SAP as a de-escalation lead in Latin America for several of their cloud solutions. Part of my role included enabling the sales teams to leverage internal escalation processes, and I also spent a portion of my time working directly with key accounts, de-escalation their critical issues. During my time at SAP, I had the opportunity to insert myself into some of the startups they acquired and through this experience I learned about how quickly priorities and direction can change in a startup, and the need to be agile and to adapt to the needs of customers.
I am passionate about community involvement, whether it’s empowering customers with best practices or giving back to communities. This is why I joined Latinos in Success, a community dedicated to supporting and enabling fellow customer success professionals from Latin America. This blend of experiences fuels my dedication to fostering strong, meaningful connections within the Customer Success community. My goal in participating in these communities, is to support and uplift others through shared knowledge and impactful actions.
How did you join Customer Success?
Years ago, I was working at SAP leading a client escalation team, and decided I wanted to pivot my career into an advisory role. I wanted to focus my career on prevention, instead of, addressing issues before they happened. During and after my transition to customer success at SAP, I take pride in knowing that while I still had issues to resolve for my customers, I managed to solve them without escalating. It’s an awesome feeling when you solve an issue for your customer through proactive measures and by executing a strategy or playbook you designed for your department.
How would you describe the ideal CSM candidate?
In my experience, the ideal Customer Success Manager isn’t just about meeting the job description criteria. It’s about having a genuine curiosity and eagerness to understand the customer’s journey and the ‘why’. For example, a question I ask my clients is “If you wake up in the morning and our product is no longer available, what would be the immediate effect on your company and operations?’
Building strong relationships is crucial. You need to truly enjoy connecting with people and establishing bonds that go beyond just business transactions.
Furthermore, the ability to anticipate and understand customers’ needs before they express them is key. This requires staying in tune with their evolving requirements and being proactive in addressing them.
Finally, a mix of humor and empathy is essential. These qualities enhance the customer experience, making interactions more pleasant and effective. Ultimately, a great CSM combines curiosity, relationship-building skills, proactive problem-solving, and a human touch.
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
Take the time to truly understand your customers and the software they use. Figure out why they make purchases and what they hope to gain from the software. Gather these insights early on and develop a plan with clear objectives and initial accomplishments. Continuously update this plan as the customer progresses through various stages of usage, utilizing data to assist them throughout their journey.
Take the time to truly understand your customers and the software they use.
Can you take us on a journey describing what your workday looks like?
My morning starts with a quick workout and planning. Next, I check in on my customers to address any urgent issues or risks. Working at a startup is fast-paced and dynamic, there is strategic planning, meetings, task execution, and client communications, and there is always something new in the works. The intense pace drives me to adapt and innovate, contributing to the growth of our team and organization.
What makes you feel inspired or motivated?
When I am surrounded by people who are shaping the future of technology. It’s a privilege to have the opportunity to engage with talented individuals who have contributed to the development of AI, for example, and have diverse use cases for it.
I’m especially inspired by discussions about smart cities and how technology can be used to improve the environment. I find that interacting with people and actively listening to their needs, aspirations, ideas, and challenges is always a great source of motivation and inspiration for me.
What’s one thing that people are generally surprised to find out about you?
That I am an amateur triathlete.
Who do you look up to the most?
I truly admire people who have effectively combined technical expertise with making a positive impact on customers. This includes my husband and a close friend who works as a career coach. Although I do have references in the public eye that I look up to, I tend to gain admiration for individuals whom I get to meet personally and am aware of the challenges they’ve overcome.
What are your top 3 priorities now?
These are my top 3 priorities:
Helping my customers with adoption and Success Planning. As we are halfway through the year, it’s the perfect time to review the goals we set at the beginning of the year and course correct if needed.
Enablement: Speeding up the continuous learning process by reading, networking, and listening more.
Community and Knowledge Sharing: Actively participate in and contribute to professional communities such as Latinos in Success and other relevant networks. Share best practices, insights, and experiences with peers.
What advice would you give to Customer Success Managers to grow and develop their careers?
Stay Connected Beyond CS: Today’s CS jobs are intertwined with the broader world. Understanding business trends and metrics enables you to grow in your career.
Learn from Experience: Embrace both successes and failures for growth. Failure can be a powerful teacher, but it’s essential to learn and evolve from it.
Advocate for Yourself: Highlight your achievements loudly. CSM roles are continuously expanding, often without the corresponding incentives, so it’s crucial to assert your value daily.
Seek Cultural Fit: Company culture impacts job satisfaction as much as salary. During the interview process, be sure to ask questions to validate that your values and objectives align with the company’s culture.
Balance and Well-being: Create boundaries for work-life balance. Recognize signs of burnout and seek support when needed.
What’s your favorite book, and why?
It’s a captivating story about pursuing one’s dreams and self-discovery. It beautifully illustrates the importance of following one’s personal journey and trusting in the power of dreams. The book is filled with wisdom and philosophical insights, emphasizing the value of the journey itself. Overall, “The Alchemist” combines a captivating narrative with deep philosophical insights, inspiring readers to pursue their dreams and appreciate the journey of life.
» 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?
I’ve had many “I’ve made it” moments in my life because I believe that life is more about the journey than reaching a specific destination. I’m grateful for the sunsets, sunrises, and every achievement along the way.
One memorable moment was when I was finishing my studies in Canada and traveled to London. A person sitting next to me assumed I was Canadian because of my accent-free English, and that made me proud. Another unforgettable moment was completing a triathlon after only six months of swimming classes. Despite feeling panicked, I didn’t give up and finished the competition.
What should I have asked you but didn’t?
Nothing in mind
Where can people go to find out more about you?
Add me on LinkedIn, I’m always happy to discuss topics related to the field of Customer Success.
Thank you, Ana, 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?
