Monday Guest Leigh-Ann Mosca
Get to know Leigh-Ann Mosca
By: Mohammed Alqaq | December 12, 2022
I am a Customer Success Leader. I work for Salesforce as a Signature Success, Technical Account Management leader. In a nutshell, Signature Success is our highest white glove subscription. Monetized Success.
I utilize a collaborative leadership style to build strong relationships, engage, and motivate teams to elevate performance. I am able to bring my growth mindset that creates a culture of success.
In the span of 30 years, my career began as NYS certified teacher that transitioned into a boutique store manager. I landed a marketing director role in 2015 while coaching sports teams along the way. There never seemed to be a connection between these industries until I found Customer Success in 2018.
“My passion is Success.
The Success of my team, the Success of my company, and the success of our customers.”
We asked Leigh-Ann 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 ? and How did you join Customer Success?
I graduated as a K-6 NYS Certified Elementary Teacher in 1997. I worked as a teacher for a few years in private schools while working at a high-end retail job. My manager offered an Asst. Manager – Sales trainer role. I accepted and left my teaching career due.
After a few years as an Asst. Manager, I progressed and moved into managing my own store for a few years. I left the workforce when I had my first child and did not return until 2010. At that point, I returned to teaching because of the convenient times but again left. But this time, I had an opportunity to work as a marketing specialist in a local financial institution.
I started using marketing automation software in that role and fell in love with it. This is when I began to see the importance of technology. I was going to open my own marketing agency using this software but instead, the CEO asked me to start a new department with him called Customer Success.
It was a perfect mix of talents and experiences that felt like it was made for me. I became a Director of Success in 2018 and fell in love with every element from journey mapping, to automatons, to customer onboarding, and so on. After a few years of building a successful organization, it was time for me to move on.
I started creating content on how I built a Success Org. from the ground up on Linkedin. Things changed at that point. I had over 50 interviews within 8 weeks and landed at my dream company, Salesforce as a Signature Success leader.
How would you describe the ideal CSM candidate?
The ideal CSM to me would have incredible relationship skills, can manage a book of business or portfolio, is a giver, be driven and persistent, team player mentality my newest focus has been “how they share their story”.
I enjoy interviews where the CSM/TAM has the ability to share their story of triumph, overcoming obstacles, and challenges. This helps to see their character and who they really are.
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
Understand your customers. Truly dive into the company, the people, the users, the stakeholders, the challenges, the industry, and their goals.
Understand your customers.
Can you take us on a journey describing what your workday looks like?
Most of the hours of my day are filled with meetings (customers, team, peers, leaders, sales, support, and operations). I manage a team of 12.
I meet with each one each week for 30 minutes. I also have a weekly stand-up with the entire team to transfer knowledge, share updates, and train/motivate.
I also meet with my peers a couple of times per week to discuss decisions like hiring, recruiting, process improvements, project developments, and so on. I do have some time each day blocked out for “management” tasks.
I also build in times for strategic projects to improve efficiencies within the organization or improve customer experience.
What makes you feel inspired or motivated?
Purpose – I need to feel like I am making a difference.
What’s one thing that people are generally surprised to find out about you?
That I am super short. Barely 5’1.
Who do you look up to the most?
People that are doing good for others. People that are inspiring others and trying to live their best life through the constant seeking of knowledge and self-improvement.
What are your top 3 priorities now?
At work, I am setting my 2023 goals and my business will be focused on:
- Renewals and plays
- Inspire and influence people, processes, and strategy
- Improving Customer Experience
What advice would you give to Customer Success Managers to grow and develop their careers?
Keep Learning
Take CSM courses/certifications, read, listen to podcasts, become part of a community like GGR, and participate in Linkedin.
What’s your favorite book, and why?
Braving the Wilderness – a book about standing alone rather than fitting in. “The truth about who we are lives in our hearts. Our call to courage is to protect our wild heart against constant evaluation, especially of our own. No one belongs here more than you”.
Have you had your “I’ve made it” moment yet?
I am still climbing and constantly growing. However, I can tell you that becoming a part of Salesforce has been one of my most cherished accomplishments. I have a feeling of being settled and a sense of belonging. Salesforce is my dream company that aligns with my values and vision as a leader.
What should I have asked you but didn’t?
How I got my job at Salesforce… Great story! Let’s just say LinkedIn changed my career trajectory once I put myself out there.
Where can people go to find out more about you?
Thank you, Leigh-Ann, 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?
