Monday Guest Priscila Fletcher-Y3-W39

Mohammed Alqaq September 18, 2024September 18, 2024

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Get to know Priscila Fletcher

By: Mohammed Alqaq | September 23, 2024 | Year 3 – Week 39/2024

My name is Priscila Fletcher, and I am a Customer Success Coach and founder of Latinos in Success. Based in New York for the past 18 years, I originally come from Brazil, where much of my family still resides. With over 11 years of experience working in tech companies, my career started in sales before transitioning into Customer Success about 7 years ago.

My passion lies in building—whether it’s creating processes from scratch or helping individuals grow in their careers. I thrive on being part of the entire customer journey, from onboarding to success, and I’m deeply motivated by community building and development.

We asked Priscila 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

Tell us about your career path?

My career path has been anything but traditional. Starting out in finance in Brazil, I took on a variety of roles when I moved to the US, sometimes juggling three jobs in a single day. Eventually, I found my way into tech, where I’ve spent the last 11 years. I initially worked in sales before discovering my true calling in Customer Success about 7 years ago.

The transition to Customer Success allowed me to merge my passion for building and nurturing relationships. I’m particularly driven by helping people and organizations develop and grow, which aligns with the values of the communities I’m part of, including Latinos in Success.

How did you join Customer Success?

My first foray into Customer Success began with the renewals team. This role marked my shift from focusing on new business to managing ongoing customer relationships, where I quickly realized I wanted to be part of the longer journey, beyond just the sale. This led me to take on a more hands-on role at a database company in New York, where I was the first hire in their Customer Success department. I built the team from the ground up, eventually growing it to 9 members, which solidified my love for creating scalable systems and processes that directly contribute to customer success.

How would you describe the ideal CSM candidate?

A Customer Success Manager (CSM) is like the host of a party, ensuring everyone is comfortable, engaged, and happy. The ideal CSM must have strong emotional intelligence—understanding both the customer’s needs and the company’s goals. They need to be excellent communicators, problem solvers, and empathetic listeners, able to navigate and balance the interests of both sides. The role requires a deep understanding of the customer’s journey and the ability to anticipate challenges before they arise.

What one piece of advice would you give to someone just starting out as a Customer Success Manager?

The key to being a successful Customer Success Manager is to listen more than you speak. Curiosity and empathy are your best tools. Make it a habit to take notes and actively listen to both your customers and your peers. Don’t be afraid to ask thought-provoking questions, not just surface-level ones. Sometimes, the most meaningful insights come when you catch your customers slightly off-guard with a deep, reflective question. The more you listen and learn, the better equipped you’ll be to serve your customers.

Curiosity and empathy are your best tools.

Can you take us on a journey describing what your workday looks like?

My workday varies depending on the projects and clients I’m currently supporting. Typically, I’m working on developing marketing campaigns, managing a growing community, and creating content and designs to engage our members.

My day is filled with coaching calls, strategic meetings, and planning for upcoming events or campaigns. A significant portion of my time is spent planning for the future—whether that’s in terms of developing new content for the community or coaching my clients toward achieving their goals.

What makes you feel inspired or motivated?

My biggest source of motivation is my family, especially my mother. Growing up, I always wanted to provide her with a better life, and today, that’s what drives me to work hard and stay committed to my goals. Gratitude also plays a huge role in my life—it’s a mindset that allows me to navigate challenges with a positive outlook and appreciate all the opportunities that come my way.

What’s one thing that people are generally surprised to find out about you?

People are often surprised to learn that I speak three languages fluently—English, Portuguese, and Spanish—and that despite my busy schedule, I always make time for continued learning. I’m also very shy, which tends to surprise those who see me in leadership roles or public speaking events, as I’ve had to push through my shyness to grow in my career.

Who do you look up to the most?

My daughter is my biggest inspiration. She is an incredible human being, full of compassion and strength, and I am immensely grateful to be her mother. Watching her grow and thrive motivates me to be the best version of myself every day.

What are your top 3 priorities now?

These are my top 3 priorities:

Continue learning and growing in my career.
Supporting and mentoring others within the Latinos in Success community and beyond.
Maintaining a healthy lifestyle through physical activity and mindfulness.

What advice would you give to Customer Success Managers to grow and develop their careers?

Stay curious, kind, and always eager to learn. Success in this field is about constantly growing and evolving. The more you learn, the more you can bring to your customers and team. However, humility and empathy are equally important; understanding people at a deeper level will take you far in Customer Success.

What’s your favorite book, and why?

My favorite book is Build the Life You Want by Arthur Brooks and Oprah Winfrey. It’s a wonderful reminder that happiness doesn’t come from grand achievements but from appreciating the simple things in life. It also emphasizes the importance of forgiveness and surrounding yourself with supportive family and friends, both of which are values that resonate deeply with me.

» 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 wouldn’t say I’ve had a singular “I’ve made it” moment, but I feel a deep sense of gratitude for each achievement along the way. I often remind myself to celebrate the small victories and appreciate how far I’ve come, both personally and professionally. Each step forward, whether it’s launching a new project, growing the Latinos in Success community, or helping someone achieve their goals, feels like a “made it” moment to me. It’s about embracing the journey, not just a single destination.

What should I have asked you but didn’t?

You didn’t ask about my favorite food! Being Brazilian, my go-to comfort food is pão de queijo (cheese bread) and, of course, rice and beans. These two dishes remind me of home, and I could honestly eat them with just about anything on top. They not only connect me to my culture but also bring back fond memories of family gatherings and meals growing up.

Where can people go to find out more about you?

People can connect with me on LinkedIn, where I regularly share updates, insights, and opportunities. They can also join our Latinos in Success community on Slack and message me directly there. I love connecting with others and supporting those who are navigating their own Customer Success or career development journey.