Among the many important skills customer success teams need to be successful, Katie McClanahan, VP of Advertiser Success at Fluent, said there are a couple every person on her team needs to master: prioritization and communication.
“I need to make sure clients feel confident we’re focused on what matters most for them,” McClanahan said.
That requires active listening to clients’ experiences, communicating those challenges internally, and coming up with a gameplan to answer their questions or adjust their campaign accordingly.
“There is also a balance of challenging clients when needed — that is a sign of a true partnership,” McClanahan said. “The combination of prioritizing, communicating and challenging builds trust and keeps relationships strong.”
Read on to hear more advice from McClanahan on how to stand out and get ahead in customer success.
Fluent is a commerce media solutions provider that connects brands with engaged consumers.
What core skills do you rely on most in your customer success role?
The core skills I rely on are prioritization and communication. In customer success, I need to make sure clients feel confident we’re focused on what matters most for them. For example, if a client has questions about campaign performance or needs adjustments to better align with their goals, I quickly assess what’s required, communicate clearly across internal teams, and ensure the client knows exactly what to expect. There is also a balance of challenging clients when needed — that is a sign of a true partnership. The combination of prioritizing, communicating and challenging builds trust and keeps relationships strong.
Additionally, because customer success and client budgets fuel our marketplace, it’s important to consider the bigger picture. Cross-functional communication is critical to ensuring client goals are met and partnerships continue to grow.
How does your team, manager or employer provide opportunities for you to hone your skills or develop new skills?
Fluent invests heavily in development by giving us access to regular coaching sessions and mentorship, both internally and externally. Beyond that, our culture is built on challenging one another to raise the bar. We expect top performance, and that creates an environment where feedback is constant and growth is continuous. It’s not just about learning new skills; it’s about sharpening them every day through collaboration and accountability.
What advice would you give to a CS professional looking to stand out from the pack and join your team?
Be proactive and solutions-oriented. Clients don’t just want answers, they want partners who can guide them and anticipate challenges before they arise. Organization is also key. You need to be able to juggle shifting priorities while still following through on every commitment. Finally, lean into accountability. On our team, you’ll have the freedom to own your client relationships, but with that comes the expectation that you’ll deliver consistently at a high level.
