Are you still FIRED UP and ready to implement your learnings?

Here are my top 3 takeaways from Europe’s #Number 1 Customer Success Industry Event
This time last week, we were wrapping up an incredible two days, which saw over 1,300 Customer Success professionals touch down at #PulseEurope23 in the beautiful city of Amsterdam…I’m still buzzing from all of the excitement!

I say it every year, but the one thing that stands out for me, is the incredible sense of community. We’re all in this together, trying to figure out how best to serve our customers, whilst keeping pace with an ever-evolving technology landscape. There is no one-size-fits-all winning strategy, but sharing with others what is working for you, is progressive & promotes a collective growth mindset that propels the entire Customer Success community forward.

Some of the most exciting and compelling themes this year were (unsurprisingly) focused around how AI is quite literally changing the game for Customer Success. I spoke with one organisation that are trailblazing in this area, so much so, they even have LinkedIn profiles for their ‘AI personas’. 🤯

This was also a special year for me. Not only was it my seventh year attending a Pulse event and second as a Gainster, but I was truly honoured to take the stage and share my own experience as a Customer Success Manager, my journey to become a Gainsight customer and some essential strategies for showcasing value as a new CSM. Of course, in true Gainsight fashion, there was an infusion of #ChildLikeJoy with a game of rock, paper, scissors, at the end. 🪨

Here are my top 3 favourite moments & takeaways from Pulse Europe 2023: -

1. I got to spend hours of quality time with my customers. Yes, virtual meetings are a necessity, but there really is no comparison. When it comes to human-first, in-person is ALWAYS best. 🫂

2. Whether you are an early stage start-up thinking about growing a CS function from the ground up, a mature Enterprise organisation with hundreds of CSMs, are new to Customer Success, or have years of experience, you are guaranteed to learn something new at Pulse. Coupled with the fact that you’ll make dozens of new connections that, who knows, may even serve a greater purpose one day. There really is something for everybody.

3. “You Are Enough” (from Nick Mehta’s Closing Keynote, soon to be available in the Pulse Library). Sometimes things don’t go our way, whether that’s in business or our personal lives. Sometimes things are sent to try us. We might fail. We might succeed. But through it all, remember that your worth isn’t determined by external outcomes. Embrace the journey, both positive and negative experiences, for it moulds your character. Successes and failures are mere chapters in the book of your life, but the essence lies in the resilience you display, the lessons you learn, and the person you become along the way. You are enough, not because of what you achieve, but because of the indelible mark you leave behind on those around you. Embrace your legacy.

Oh and the Pulse ‘Into Orbit’ after-party was something pretty special too! 🧑‍

Tot volgend jaar!