Monday Guest Therese Mucherie-Y3-W47

Mohammed Alqaq November 18, 2024November 18, 2024

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Get to know Therese Mucherie

By: Mohammed Alqaq | November 18, 2024 | Year 3 – Week 47/2024

Hi there! I’m a half-French, half-Swedish adrenaline junkie with a strangely charming Australian accent. I currently live in Stockholm, Sweden, where I juggle my love for adventure, my role as the Global Director of Customer Success at Paligo, and being a mother to two energetic young boys.

Whether it’s guiding my team through strategic changes or finding new ways to build strong customer relationships, I’m passionate about making an impact—always with a touch of humor and a dash of excitement!

I’m the Global Director of Customer Success at Paligo, where I’ve been for about a year and a half.

During this time, I’ve guided my team through significant changes and developed a reputation for building strong, lasting relationships with our stakeholders and clients. With customers at the heart of everything that I do, I’m dedicated to strategies that improve retention and contribute to business growth.

We asked Therese 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 predictable, and I like to keep it that way! I’ve always been humble but extremely goal-driven, and one of my favorite quotes is, “If you’re not developing, you’re dissolving.” My career spans diverse experiences across start-ups and large organizations, leading teams in EMEA, APAC, and North America. I approach every role as an opportunity to learn and grow, which has enabled me to thrive in different markets and adapt to the unique challenges of each.

Key milestones have included driving revenue growth, optimizing customer-facing processes, and creating scalable strategies that align pre- and post-sales efforts. I embrace change and value every lesson, even from setbacks, which has helped me build resilience and adaptability throughout my career.

How did you join Customer Success?

I started my career in the hospitality industry and then moved into various sales roles. After having my first child, I was drawn to Customer Success, largely due to a hiring manager I instantly connected with – she’s still my mentor to this day, even though we haven’t worked together in years. That role was my first experience in SaaS, and while I didn’t even know what an API was initially, I learned quickly.

I even tried sales engineering for a while to get a taste of the technical side but ultimately returned to Customer Success, captivated by its unique challenges. The field is still young and looks different depending on the organization, which is part of what I love about it – it keeps things dynamic and full of opportunities.

How would you describe the ideal CSM candidate?

While the ideal CSM depends on the company, the role requires someone with a specific skill set and mindset:

An excellent communicator who can tailor messages for different audiences
Deeply focused on delivering value to clients
Passionate about white-glove service, making each customer feel valued
Resourceful, able to navigate challenges independently and get things done
Confident in engaging with senior executives and can build rapport at all levels
Relationship-driven, seeing the long-term value in client connections
Skilled at challenging clients constructively, helping them to grow and improve
Comfortable diving into data to uncover insights and new opportunities
Proven success with managing and expanding complex customer accounts

Ultimately, they’re someone who not only meets but exceeds expectations and has the right balance of customer-first dedication with a commercial focus.

Basically, a rockstar!

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

Say “yes” to every meeting and opportunity to learn – especially in the early days. Even if a meeting or task isn’t directly related to your role, you’ll pick up valuable knowledge. Don’t be afraid to ask basic questions; they’re often the most enlightening. Build strong ties with the sales team and learn from their customer insights. You should also be ready to go beyond the strict confines of your job description, as Customer Success often requires wearing multiple hats. Most importantly, choose a leader who aligns with your values. A great leader can open doors and guide your growth, while a poor fit can stagnate your development.

Don’t be afraid to ask basic questions; they’re often the most enlightening.

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

Every day in Customer Success brings something new! Generally, I start my mornings by going through emails, addressing customer queries, and offering support to my CSMs. My afternoons, however, are packed with meetings, given that I work with a global team across multiple time zones, mostly the Americas. Maintaining a work-life balance is crucial to me; for example, I finish early on Mondays to take my kids to swimming lessons, and I work again in the evenings if needed. This flexible structure allows me to balance family commitments while ensuring I’m available for my team, particularly during evening hours when our time zones overlap.

What makes you feel inspired or motivated?

I’m deeply motivated by the opportunity to lead and mentor my team. Helping them develop their skills, overcome challenges, and achieve their goals is a source of immense satisfaction. Their success and happiness ultimately translate to my success. I’m equally inspired by our customers – seeing them succeed and knowing I played a part in that journey keeps me energized and motivated to deliver even better results.

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

My age! Because of my ambition, experience and my approach, people often assume I’m older than I am. It’s a funny misconception that’s come up many times!

Who do you look up to the most?

I admire the mentors I’ve had throughout my career and look up to people who bring genuine energy and a purpose-driven approach to their work. Leaders who are both highly skilled and authentically supportive make a big impact, not just on their teams but on everyone they interact with.

I’ve been fortunate to work with leaders who invest in others’ growth and have a contagious sense of dedication. Their example has been instrumental in shaping my leadership style.

What are your top 3 priorities now?

These are my top 3 priorities:

Retention: This is our main focus in Customer Success and a critical goal for the entire organization. Retaining customers requires constant, proactive work to ensure they’re getting real value, and it’s something we’re collectively aiming to improve on a large scale.
Expansion: Our Customer Success team has a commercial focus, meaning we play an active role in identifying new opportunities for existing clients. This approach keeps the role exciting and fast-paced, with plenty of room to make an impact on revenue and growth.
CSP Implementation: We recently launched a new customer success platform that we’re all excited about, but there’s significant work ahead to make sure it’s fully integrated and our team can use it proactively. Ensuring a smooth implementation will help us streamline processes and ultimately serve our customers better.

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

Be curious and say “yes” to new opportunities, that could be moving departments, taking on more work, attending a webinar, or even relocating for a job! Be curious and open to every opportunity that comes your way. Even if you want to specialize eventually—whether in sales, product, or another area—saying “yes” to new projects and tasks helps build foundational knowledge in your career.

What’s your favorite book, and why?

Instead of a book, I’d choose the podcast “The Diary of a CEO.”

It’s an incredibly multifaceted show that covers a broad spectrum of topics, which lets me pick episodes based on whatever area I want to explore. This flexibility allows me to learn about fields I might not have engaged with otherwise, and I always come away with new insights and ideas.

» 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?

Every evening when my kids fall asleep feels like a small “I’ve made it” moment!

Jokes aside, in terms of career, I’m proud of what I’ve accomplished so far and content with the progress I’ve made. However, I’m always striving for more – both personally and for the organization I’m a part of. My “I’ve made it” moment will likely always be evolving, tied to ongoing growth and the desire to keep achieving.

What should I have asked you but didn’t?

You might have asked, “Should Customer Success managers be part of the commercial department or non-commercial?

I’d say that Customer Success is absolutely a commercial team. We are drivers of revenue through the trust, value, and strong relationships we build with our clients. Whether people acknowledge it or not, Customer Success has a direct impact on deals and growth opportunities for the business.