My name is Jean-Pierre, but most people call me JP. I’ve been in Customer Success since 2021, so still fairly new.
I love looking at the big picture to understand how teams work together to support consistent recurring revenue. I’m always reading new books, looking to gain a deeper understanding of myself and how I can contribute in a meaningful way.
I also love making people laugh and sharing advice/encouragement.
We asked Jean-Pierre 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
Tell us about your career path?
After graduating from Northeastern University, I worked a lot of temp jobs in higher education and some retail/food retail positions. During the pandemic, I decided I needed a role that would not only pay more but be fully remote.
I was using LinkedIn to upskill and came across Customer Success—a great opportunity to combine my love of tech with my customer-facing experience!
How did you join Customer Success?
I was networking with various people in the Customer Success community and connected with Kevin Leonor. He invited me to join his Customer Success coaching program and after completing it, shared that he knew someone looking to hire a CSM at a start-up. The rest is history!
How would you describe the ideal CSM candidate?
The ideal CSM candidate is curious, has good emotional intelligence, and is organized. Curiosity because we need to consistently ask clients questions, ask ourselves questions, continuously learn and improve. Good emotional intelligence and self-awareness to navigate client issues and uncertainty, and prevent burnout. Organized because managing clients, especially at scale, requires a system that keeps you informed and efficient.😊
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
It may seem overwhelming at first. Do your best to document or journal what you’re learning to understand the why of the current process. Don’t underestimate yourself…coming in with fresh eyes, you’re likely to have insights to improve the process.🙂
Don’t underestimate yourself…coming in with fresh eyes, you’re likely to have insights to improve the process..
Can you take us on a journey describing what your workday looks like?
Usually, it starts with responding to emails, time-blocking tasks that need to be done (including lunch!), then executing.
Working from home, I make sure to take a short walk at some point, to get away from the screen, clear my mind a bit, and move my body.
What makes you feel inspired or motivated?
I find inspiration in stories, whether true or fictional, in which someone succeeds despite near-impossible odds and challenging circumstances.
I also find inspiration in scent. Whether its food, a fragrance, or flora.
What’s one thing that people are generally surprised to find out about you?
How old I am! I come across younger than I seem. Or maybe that’s just what I tell myself.
Who do you look up to the most?
My mentor, Daisaku Ikeda. He’s a brilliant humanitarian!
What are your top 3 priorities now?
Becoming more strategic, sharpening my business acumen, improving my data literacy
What advice would you give to Customer Success Managers to grow and develop their careers?
Network intentionally. Find a mentor or three. Learn about how the economy influences business and have a solid understanding of how profitable businesses operate. 🙂
What’s your favorite book, and why?
Have you had your “I’ve made it” moment yet?
Definitely not! Although, I do recognize the progression I’ve made and am hopeful for the future. However, I really enjoy helping and encouraging others. And connecting with people all over the world, including you Mo! 🙂
What should I have asked you but didn’t?
Nothing comes to my mind
Where can people go to find out more about you?
I don’t have a website of anything, but I’m fairly active on LinkedIn. I also work with CS Insider and the Customer Success Collective, so you can find me around those parts as well.
Thank you, Jean-Pierre , 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?