Monday Guest Innocent Mugyenzi-Y3-W23
Get to know Innocent Mugyenzi
By: Mohammed Alqaq | June 03, 2024 | Year 3 – Week 23/2024
Greetings! I’m Innocent Mugyenzi, residing in the beautiful state of Massachusetts, USA. Outside work, I relish the art of culinary creation, often delighting family and friends with my cooking prowess (sort of). Nature beckons me outdoors, and I find inspiration in the beauty of the natural world. A fervent follower of football—soccer to some—my heart beats for Arsenal on the field.
I’m an enthusiastic reader, particularly drawn to philosophy, psychology, and Customer Success content. This convergence of disciplines fuels my passion for understanding human behavior and fostering meaningful connections.
Working closely with customers has always resonated with me, and my journey in the field of Customer Success has evolved into a deeply ingrained passion.
We asked Innocent to take us through a journey telling us about his career path, how he spends his workday, what advice he 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?
After my graduate studies in Finance, I embarked on my professional journey in Finance with a major bank.
During this time, I had the privilege of working directly with high-net-worth clients, guiding them in strategic investment decisions aimed at intergenerational wealth-building and preservation.
After a few years in Finance, my curiosity led me to the world of SaaS and B2B. Initially starting in a technical support capacity, I soon discovered that my passion extended beyond mere problem-solving. I found fulfillment in cultivating meaningful relationships and offering strategic guidance to the customers I engaged with. This realization naturally steered me towards a career in Customer Success, where I could blend my technical acumen with my passion for fostering client satisfaction and driving mutual success.
How did you join Customer Success?
Growing up on a farm, I learned firsthand the importance of nurturing the right conditions for a fruitful harvest. Just like my family tended to the land, I’ve always had a natural inclination to support others in reaching their full potential. That’s why Customer Success resonates with me—it’s like cultivating the perfect environment for success, just as we did for our crops.
In farming, it’s not just about the quantity of the harvest; quality matters just as much. Similarly, in my role, I’m dedicated to ensuring my customers not only achieve their goals but also do so in the best possible way for them. It’s about understanding their unique needs and aspirations, and then donning my “farmer” hat to cultivate the right conditions for their success. Because just like on the farm, a bountiful harvest is the result of careful attention, dedication, and a genuine desire to see things thrive.
How would you describe the ideal CSM candidate?
In my journey, I’ve found that the perfect fit for a Customer Success Manager isn’t just about ticking off boxes on a job description. It’s about having that insatiable curiosity, like when you’re binge-watching a mystery series and can’t wait to uncover the next clue.
But it’s not all Sherlock Holmes-style deduction. You’ve got to genuinely love connecting with people, and building those relationships that go beyond just business. It’s like when you find that one friend who gets your obscure movie references and shares your love for a good pizza topping debate.
And let’s not forget about being a mind reader (well, almost). Understanding your customers’ needs before they even realize it themselves is like having a superpower. It’s all about tuning into their ever-changing world, like keeping up with the latest meme trends – except instead of laughing at cat videos, you’re making sure your customers’ needs are met.
Oh, and a sprinkle of humor and empathy? It’s like adding the secret ingredient to a recipe. It makes the whole experience richer, smoother, and more enjoyable for everyone involved. Because at the end of the day, we’re all just humans trying to navigate this crazy world together, right?
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
If you’re just stepping into the role of a Customer Success Manager, my top advice would be: Listen more than you speak.
Yes, you’ve got tons of great ideas and insights to share, but remember, your customers are the real experts on their own needs and challenges. Take the time to understand their business, pain points, and goals. Active listening not only builds trust but also helps you tailor your support and solutions to exactly what they need.
So, before you dive into offering solutions or showcasing your product, take a step back, lend an empathetic ear, and let your customers guide the conversation. You’ll be amazed at how much you can learn and how much more effective you’ll be at driving success for your customers and your company.
Listen more than you speak.
Can you take us on a journey describing what your workday looks like?
I start my day by checking my email inbox, my calendar and Slack messages, LinkedIn for any updates on my customers, and Gainsight. I will prioritize as follows: work on what’s Urgent & important right away, schedule what’s important but not urgent, and delegate the rest.
Do proactive work – customer meetings & outreach
Lunch is mostly optional, but I am religious about taking a 15-30 minute walk outside
Work on risk mitigation and update our CS notes
What makes you feel inspired or motivated?
As a Customer Success Manager, my drive and passion stem from seeing my customers reach their goals. It’s like watching a friend cross the finish line of a marathon they’ve been training for – that feeling of pride and accomplishment is truly special. I’ve been fortunate to witness this journey countless times: businesses hitting their targets, and my champions leveling up in their careers because of our collaboration. It’s these moments of shared success that fuel my commitment to delivering value and support to every customer I work with.
What’s one thing that people are generally surprised to find out about you?
People are always surprised by my cooking skills. I am always experimenting with different techniques & recipes. It’s my way of expressing my love for my family & friends.
Who do you look up to the most?
My mother – She’s a great advocate for being curious – “No one can still what’s in your head” she says. She’s also a true believer in the Golden Rule – “to treat others as one would want to be treated by them if the roles were reversed”.
What are your top 3 priorities now?
These are my top 3 priorities:
Growing my CS career
Learning vegetarian recipes and/or eating more vegetables. My doctor prefers it
Thought leadership content
What advice would you give to Customer Success Managers to grow and develop their careers?
Growth mindset – CS is relatively new and it’s evolving in real time.
Follow CS leaders/groups on Linked – they’re defining the future of CS
Network intentionally
What’s your favorite book, and why?
Mindset by Carol S. Dweck, Ph.D. This is a book anyone & everyone should read especially in CS. It’s all about developing a growth mindset across the board – in business and in life for a successful whole
» 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 don’t think that exists in our industry. I am always looking to improve my craft and learn from the best
What should I have asked you but didn’t?
As a CS professional, what keeps you up at night?
Where can people go to find out more about you?
Ask Mo haha – You can also find me on LinkedIn, I’d be happy to connect, feel free to reach out:
Thank you, Innocent, 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?
