Monday Guest Peter Lyon-Y3-W37

Mohammed Alqaq September 9, 2024September 16, 2024

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Get to know Peter Lyon

By: Mohammed Alqaq | September 9, 2024 | Year 3 – Week 37/2024

My name is Peter Lyon, born in Ireland and I am an experienced executive leader with over 20 years of expertise in scaling tech and SaaS companies. My career has been dedicated to driving customer success, managing complex operational challenges, and leading high-performing teams. I have a proven track record of growing companies from small teams to large organizations, focusing on revenue growth and customer retention.

My recent roles include Chief Customer Officer at eDesk and VP of Global Customer Success at Poppulo. I am passionate about customer-centric leadership and have a strong focus on building world-class customer success teams.

We asked Peter 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?

It was never planned ! I started my career in the tech industry, initially working as a software developer and various customer support operational roles. Over the years, I transitioned into sales leadership positions, focusing on customer success and operational efficiency.

I have worked with various companies, from start-ups to large organizations, leading teams across multiple regions including EMEA, APAC, and North America. My career has been marked by a strong emphasis on driving revenue growth, optimizing processes, and building scalable pre and post sales strategies.

How did you join Customer Success?

My transition into customer success was a natural evolution from my work in sales and operations. I realized early on that customer success was critical to driving sustainable growth and long-term customer relationships. My experience in managing large enterprise accounts and leading teams made me well-suited to take on customer success leadership roles, where I could leverage my skills to improve customer retention, drive revenue, and build strong, customer-focused teams.

How would you describe the ideal CSM candidate?

The ideal Customer Success Manager (CSM) is someone who is deeply customer-focused, with a strong ability to understand and anticipate customer goals. They should be revenue and business outcome driven, using analytics to inform decisions and improve customer outcomes.

A successful CSM is also a strong communicator and collaborator, capable of working across departments to align on customer goals. They should have a proactive mindset, always looking for ways to add value and improve the customer experience.

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

Firstly, embrace Sales and the sales process that creates customers. Then, really get to know your customers’ goals and understand what success looks like for them. Build strong relationships based on trust and communication. Always be proactive in seeking feedback and be ready to adapt and learn continuously. The ability to listen and respond to customer needs is key to long-term success in this role.

Know your customers’ goals and understand what success looks like for them.

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

My workday typically starts with reviewing key customer success metrics to identify areas that need immediate attention. I then have meetings with my team to ensure alignment on our strategic goals and to discuss ongoing customer engagements. Collaboration with other departments, such as Product and Sales, is also a significant part of my day, ensuring that we are all working towards the same objectives.

I spend time interacting with customers, understanding their needs, and ensuring they are achieving value from our products. The day often ends with reviewing progress on key initiatives and setting priorities for the next day.

What makes you feel inspired or motivated?

I am inspired by the success and growth of the customers and people I work with. Seeing how the combined efforts contribute to everyone’s success is incredibly rewarding.

I am also motivated by the opportunity to lead and mentor teams, helping them to develop their skills and achieve their goals.

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

People are often surprised to learn about my strong background in both sales and operations, which gives me a unique perspective in customer success. My ability to blend these areas allows me to drive comprehensive strategies that encompass the entire customer journey.

Who do you look up to the most?

I look up to leaders who have mentored me over the years so I admire anyone that takes time to mentor and coach people. To be specific, I look up to my fellow members of the Customer Success Network especially the volunteers that give back to the Customer Success community.

What are your top 3 priorities now?

These are my top 3 priorities:

Driving revenue growth and customer retention through effective customer success strategies.
Building and mentoring a world-class customer advisory and Post-Sales Managed Services team that can scale with the company.
Continuously optimizing our processes to enhance customer outcomes and operational efficiency.

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

Understand your company’s goals from a revenue growth perspective. Focus on developing a deep understanding of your customers and their industries. Understand your customers unit economics and what revenue goals they have. Build strong analytical skills to make data-driven decisions.

Networking with peers and learning from others in the field can also provide valuable insights. Always be open to learning and adapting, as the customer success landscape is constantly evolving.

What’s your favorite book, and why?

“The Iceberg Is Melting” by John Kotter is a relatable and engaging story that uses a group of penguins as a metaphor for dealing with change. The penguins discover that their iceberg, which they’ve lived on for years, is melting, and they must figure out how to respond to this unexpected crisis. Through the penguins’ journey, the book breaks down the process of change management into clear steps, such as creating a sense of urgency, forming a powerful guiding team, and developing a strategy for adaptation. It’s a great reminder that whether in business or life, adapting to change is essential for survival and growth.

» 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 several proud moments in my career, such as the successful sale of Poppulo to Vista Equity Partners and significantly improving customer retention and revenue growth at different companies. However, I believe in continuous growth and learning, so I don’t think I’ve had a final “I’ve made it” moment yet.

What should I have asked you but didn’t?

Culture vs. Strategy – who wins?

When it comes to “Culture vs. Strategy,” culture usually wins. A solid strategy is important for setting goals, but it’s the culture—the attitudes, values, and behaviors of the people—that really makes things happen. If the culture is strong, it can make any strategy work better, but even the best strategy can fall flat in a bad culture. So, while strategy shows the way, it’s culture that actually gets you there.