There is one department that touches every aspect of a business — customer success.
From product wizards to tech support, customer success professionals have to excel at working cross-functionally to support customers, improve adoption and bring customer insights back into the business.
Patrick Wharity, a major solutions engineer at information tech company Linq summed it up well: “Collaboration is basically the job description.”
Jamie Adams, principal customer success manager at FourKites, a supply chain tech company, shared a similar sentiment.
“We're a team of specialists who don't work in silos,” Adams said. “...That collaboration isn't a ‘nice-to-have’ here. It's how the job actually gets done.”
Built In spoke with customer success teams about how they hone their widespread expertise, collaborate across departments and build a team culture that succeeds.
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AMP is applying AI-powered sortation at scale to modernize the world's recycling infrastructure.
What’s it like to work on the customer success or customer experience team at your company?
Working on the customer success team at AMP is a blend of technical problem-solving and relationship building. Every day is different and no two customer sites are exactly the same, which keeps the work quite engaging. Our team works closely together to support customers, share knowledge and solve challenges as they come up. There's a strong sense of teamwork because everyone is focused on the same goal — helping our customers succeed with their systems.
Whether it's resolving an issue quickly, preventing downtime through proactive maintenance, or helping customers improve their operations, you can see the results of your work firsthand. The role is fluid and requires flexibility, communication and a customer-first mindset. It's rewarding to build long-term relationships with customers and know they trust our team to keep their systems running at their very best.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
We collaborate directly with engineering to troubleshoot challenges, share field insights and develop solutions that address customer needs as quickly and effectively as possible. This communication helps reduce downtime, improve reliability and ensure customers have the support they need to be successful.
We also share customer feedback, trends and lessons learned from the field with the sales and product teams. This helps lead future improvements and ensures our products continue to be the very best and meet the changing needs of our customers. By openly working together across teams, we can create a stronger connection between customer feedback, technical solutions and product development. Overall, this relationship allows us to build trust with our customers and deliver a better overall experience.
What should candidates know about the culture or values that shape customer-facing work on your team?
Our values are built into our culture; optimism and determination set the foundation of the company. Those values show through in the way we support our customers, approach challenges and continue to find solutions when things don't go as planned. We believe in being proactive, staying positive and working together to deliver the best possible experience and best products in the industry.
We are focused on building trust, creating strong partnerships and helping our customers achieve long-term success. The work requires adaptability, teamwork and a willingness to take ownership. Every interaction is an opportunity to represent our company and demonstrate the commitment and innovation that drive AMP forward as we continue building a world without waste.
Parsec Automation, LLC (Parsec) is a provider of manufacturing operations management software.
What’s it like to work on the customer success or customer experience team at your company?
It is exciting to work on customer success at Parsec Automation, where the customer success function is new for 2026. We have the opportunity to build a world-class operation, leveraging modern tools and processes for adoption, expansion and renewals. Customer success is both a function and a company-wide mindset at Parsec, which makes collaborating with the other teams a pleasure. Top management at Parsec is very supportive of the function and it is a key component of the company's strategy.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
With sales we collaborate on account plans and strategy — how best to encourage customers to renew, upgrade, adopt and expand with TrakSYS and by doing so ensure they realize the value of their TrakSYS investment. With the technical teams we discuss the customer's desired outcomes for the software and how to ensure a smooth handoff from the implementation and hyper care phases to the adoption and stable ROI phases. With the product teams, we work on how to reduce friction points in the software, make onboarding to the software easier and more self-directed and we advocate for the enhancement requests which provide the highest business value for customers.
What should candidates know about the culture or values that shape customer-facing work on your team?
There are several important values that make up our culture. Value realization for the customer is central to the function — it's not about selling software or pushing upgrades; it is about ensuring the customer obtains the business outcomes for which they acquired TrakSYS for. Next, collaboration and teamwork are vital as customer success at Parsec depends on the whole company pulling in the same direction to achieve the goal of ensuring customer ROI. Customer success needs the contributions of marketing, sales, technical support, professional services, training and product to achieve NRR growth and customer loyalty.
zLinq provides software and services to manage enterprise customers’ communication lifecycles.
What’s it like to work on the customer success or customer experience team at your company?
I joined zLinq as a solutions engineer earlier this year and what struck me immediately is how connected everyone is to the customer. I work alongside our CSM team every week and the rhythm is simple: when a customer is having an issue, evaluating a new product, or just wants to know what's coming in the industry, my team is pulled into the conversation. There's no handoff culture here where a customer gets passed around. The CSM owns the relationship and specialists like me get brought in as a technical resource so the customer gets depth without losing continuity. What makes it fun is the variety. One day I'm on a call helping a customer think through a contact center decision, the next I'm bringing two or three vendors to the table to compete for their business. Because zLinq is vendor neutral, we're never pushing a product. We're advocating for the customer and that changes the entire tone of the work.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
Collaboration is basically the job description. I sit at the intersection of sales, customer success and our vendor ecosystem. On the sales side, I join calls where the team is presenting our expense management and invoice processing offerings and I speak to what our advisory practice adds on top of core solutions., With the CSM team, we hold weekly calls to stay ahead of what customers need, whether that's troubleshooting, a new solution evaluation, or an industry trends conversation. I also work with hundreds of vendors and coordinate bringing them in, usually two or three at a time, so customers can make a real comparison instead of hearing one pitch. Beyond that, I partner with marketing on LinkedIn content and run training sessions for our sales team, so the technical knowledge doesn't stay locked up with the engineers. The through line in all of it is that no one at zLinq succeeds alone and honestly no one tries to.
What should candidates know about the culture or values that shape customer-facing work on your team?
The culture at zLinq is the real thing, not a poster on a wall. Work/life balance isn't just tolerated here, it's actively protected and that matters when your job is taking care of customers. It's hard to advocate well for other people when you're burned out yourself. It's also one of the most genuinely inclusive places I've worked. People here are welcomed and valued for who they are and that shows up in the day to day, not just in policy. One thing I especially appreciate: zLinq hires for experience and judgment, not a demographic. The team ranges from telecom veterans with decades in the industry, including folks who came out of retirement, to people just starting their careers and that mix of depth and fresh perspective makes everyone better. For customer-facing work specifically, the value that shapes everything is vendor neutrality. We sit on the customer's side of the table, full stop.
Hireology’s HR technology empowers businesses to build great teams.
What’s it like to work on the customer success or customer experience team at your company?
Working on the CS team feels like a bootcamp in the best way. In over a year, I've learned more about the automotive industry and how dealerships operate day-to-day than I ever expected; it genuinely feels like I work inside their stores. Understanding their world that deeply is what makes it possible to actually help them and being that lifeline for them is some of the most fulfilling work I've done.
Every customer brings something different. Some are ready to adopt new tools and hit the ground running. Others are more resistant and need hands-on support before they get there and that's okay. Over time I've developed different support styles to meet people where they are and I still get surprised sometimes. That's what keeps it interesting. Every new challenge makes me sharper for the next conversation.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
Sales is a close partnership, especially with our existing customers. When expansion conversations come up, I'm in those calls as the technical expert while sales leads the relationship. It's a natural split that works well for the customer and keeps the conversation moving.
With product, we're constantly thinking through how to communicate new products and changes clearly to clients. They keep us in the loop and we give them real feedback from the field.
The collaboration with support and revenue operations has been one of the biggest areas of growth for me personally. We've done significant data cleanup together and built out our customer communication capabilities in Gainsight and salesforce in ways that have meaningfully improved how we reach and support customers. On the day-to-day side, support and I bounce things off each other constantly, if they get a question that's auto-industry specific, it comes to me and I do the same when I need them. We sit right next to each other in the office, which makes all of it easier.
What should candidates know about the culture or values that shape customer-facing work on your team?
The culture here is genuinely collaborative. Everyone is invested in each other's success, not just their own book of business. Whether you're working through a customer request or trying to figure out the best approach, people will go out of their way to make time to help. That goes across teams too, not just within our department.
The day-to-day is a great mix of strategy, direct customer conversations and proactive outreach. No two customers are exactly alike, so you're constantly learning and adapting, which keeps things fresh. Every interaction is pointed at the same goal: helping customers succeed. That shared focus is what ties everything together and makes the work feel meaningful.
Terakeet is an online reputation management company that works across traditional and AI search.
What’s it like to work on the customer success or customer experience team at your company?
One of my favorite parts about working on the customer success team at Terakeet is the people. Everyone is incredibly knowledgeable, resourceful and genuinely willing to help. There's a strong sense of trust across the organization, so you're never afraid to ask questions, share ideas, or lean on teammates for support. That collaborative culture makes it easier to solve complex challenges, learn from one another and ultimately become a better strategic partner for our clients. It's one of the biggest reasons I've enjoyed being part of the Terakeet team.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
Customer success is a true team effort. We partner closely with sales to ensure a seamless handoff, maintain context throughout the customer journey and identify opportunities to strengthen relationships and drive long term growth. We also collaborate daily with our strategy, technical, content and delivery teams to solve challenges, share customer insights and stay aligned on what success looks like for each client. That cross-functional partnership helps us stay proactive, deliver better outcomes and continually look for ways to exceed client expectations.
What should candidates know about the culture or values that shape customer-facing work on your team?
If there's one thing I'd want candidates to know about Terakeet, it's that the people are the culture. You're encouraged to be yourself because your perspective is valued. We hire talented people who are passionate about what they do, but just as importantly, they're humble, collaborative and always willing to help others succeed. It creates an environment where you can do your best work while continuously learning from the people around you. I believe that's what sets Terakeet apart and enables us to build lasting partnerships with our clients.
DISQO is an audience insights platform that provides advertising intelligence, measuring brand and performance outcomes across every media channel to power data-driven marketing decisions.
What’s it like to work on the customer success or customer experience team at your company?
It's always a good day when the work you do actually matters and that's the honest answer to what customer success feels like at DISQO. It's not your typical customer success role. Our team sits at the center of some of the most advanced measurement work in marketing today, partnering with major global brands and the agency networks behind them. We're not just managing renewals; we're translating complex data into stories clients can act on and grow with.
The question we keep coming back to: what do our clients need to find maximum value in their data and how do we get them there faster? That shapes everything: how we engage, how we report, how a single campaign becomes a multi-year partnership. You're a translator as much as an analyst, a commercial owner as much as a relationship builder.
We're building this function as we go, which means real investment in career paths, performance frameworks tied to actual impact and tools that let customer success managers do their best work. This isn't a back office support function. It's where trust with some of the biggest names in advertising gets built, one honest, high-stakes conversation at a time.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
In practice, customer success is the connective tissue that runs through nearly every team. With sales, it's less a handoff and more an ongoing relationship. We know whether a renewal conversation is really about budget or a value story that got lost in year one and we bring that context into how the next deal gets shaped. With product, we're often the first signal for what's happening on the ground: which requests are patterns worth building a business case around versus one-off asks. With Delivery, we translate in both directions, making sure the client's definition of success gets built into execution and that clients understand what's possible before we promise it.
What makes this work rather than create friction is treating internal relationships with the same care we'd give a client. Trust with sales or product gets built the same way client trust does: consistently and by showing up with context instead of just requests.
The best version of customer success isn't a team that escalates problems. It's a team fluent enough in each other's world to solve them together.
What should candidates know about the culture or values that shape customer-facing work on your team?
If you asked what shapes this team day to day, I'd point to our four values: not because they're on a wall, but because I see them in how decisions actually get made.
“Champion the customer” means being an advocate even when it creates friction: telling sales a timeline is unrealistic, or telling Product that a feature is a retention risk. It's not about being agreeable; it's about being honest on the client's behalf.
“Pursue outsized impact” means a CSM here isn't just managing to renewal. They're finding where a client's problem is bigger than what was asked for and building the case to solve it: the difference between reporting a number and reshaping how a client measures success.
“Be relentlessly all in” is about resilience. Accounts churn for reasons outside your control. Campaigns hit snags. Being all in means staying in the relationship and showing up with solutions instead of excuses.
“Win as one team” means a renewal isn't a CS win or a sales win. It's a shared outcome and the best teams are the ones where nobody's keeping score.
Together, these describe someone who takes ownership, advocates when it's uncomfortable and measures success by whether the client actually won.
FourKites combines real-time digital twins of orders, shipments, inventory and assets with AI-powered digital workers to help companies prevent disruptions, automate routine tasks and optimize performance across their supply chain.
What’s it like to work on the customer success or customer experience team at your company?
No two accounts on my desk look the same and that's the part of this job I never get tired of. As a customer success manager, you carry a dedicated book of business — a portfolio of accounts that depend on you not just to answer questions, but to genuinely understand their world. That means learning their pain points, knowing which metrics matter most and showing up as a true partner rather than a vendor contact.
The best customer success managers don't wait to be asked. They anticipate. They bring tailored solutions before problems escalate, because they've done the work to understand what success actually looks like for each customer they serve.
Our platform evolves constantly. Our product managers and engineers are continuously adding enhancements and your clients are counting on you to make sense of what's new and relevant to them. You need to understand how the platform works deeply enough to connect product capabilities to customer outcomes. The customer success managers who thrive are the ones who can walk into a meeting and show how a new function can solve a need the client mentioned a month ago.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
The customer success manager serves as the client-facing bridge between the customer and every team within the organization. But the role is more than just relay — it requires constant balance between what the customer needs, requests and envisions and what internal teams can realistically deliver.
Addressing client concerns is only half the equation. The other half is protecting your internal partners from being overcommitted or set up to fail. That means knowing when to push back, when to negotiate and when to find a compromise that leaves both sides feeling heard and respected.
If you're not meeting regularly with product, implementation, sales and operations — among others — you're not embedded enough. Meaningful progress only happens through deliberate, ongoing collaboration across every function your customer depends on.
What should candidates know about the culture or values that shape customer-facing work on your team?
We're a team of specialists who don't work in silos. Different backgrounds, shared ownership — we tap into each other's expertise to tackle complex client challenges and think creatively when it matters most.
That collaboration isn't a ‘nice-to-have’ here. It's how the job actually gets done, the same way we stay embedded with product, implementation and sales to serve our clients well. Being this close to other teams means you're always learning something new, which fits a team built on curiosity in the first place.
We combine deep client knowledge with strong product fluency and a commitment to continuous growth, for our clients and for each other. Coming curious isn't optional. It's a discipline that rewards curiosity, empathy and preparation in equal measure and it's also how you grow here: the more you collaborate, the more you pick up.
Bectran is a SaaS platform that automates credit management, collections and accounts receivable operations.
What’s it like to work on the customer success or customer experience team at your company?
Working on the customer success team at Bectran is fast-paced, collaborative and highly customer-focused. As customer success lead, I lead customer onboardings and implementations once a deal is closed and handed over to us. From there, we guide customers through weekly meetings, support them through go-live and help transition their processes into Bectran’s digital platform.
Every customer has different goals, processes and technical requirements, so a big part of the role is understanding each customer’s business and helping them get the most value from the platform while respecting their unique workflows.
The role goes beyond resolving issues — we help drive adoption, improve workflows and serve as the voice of the customer internally. It’s rewarding because we build long-term relationships and contribute directly to customer success.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
The customer success team plays a central role because we’re customer-facing and act as the voice of the customer. We work closely with the sales team to ensure a smooth transition from closed deal to implementation and in some cases, sales also reaches out to us earlier for product feedback or support on customer questions.
We also collaborate heavily with product and technical teams. When a customer requests an enhancement, we put together a product requirement document outlining exactly what they need. That document goes to management for review and if approved, we work closely with product and development to make sure the enhancement is understood and implemented correctly.
Because we sit in the middle of the customer experience, alignment across teams is a big part of our role.
What should candidates know about the culture or values that shape customer-facing work on your team?
Customer-facing work at Bectran requires ownership, adaptability, curiosity and strong communication. Because we work with customers across different industries and at different stages of digital transformation, it’s important to learn quickly, ask thoughtful questions and adjust your approach based on each customer’s needs.
There’s also a strong emphasis on being proactive. Rather than waiting for customers to come to us with problems, we aim to anticipate challenges, communicate early and often and help keep them on track throughout implementation and beyond.
Communication is a big part of that. We believe over-communicating is better than under-communicating. Even when an issue is still being worked on, keeping customers updated helps them feel supported and reassured that they haven’t been forgotten. That mindset is a big part of how the team builds trust and long-term relationships.
Braze is a customer engagement platform that helps brands deliver real-time, personalized cross-channel messaging and AI-powered experimentation.
What’s it like to work on the customer success or customer experience team at your company?
The customer success team at Braze is the most impressive group I have ever had the pleasure of working with. We all combine vast experience and backgrounds. We combine our skill sets and exchange knowledge to best service our customers at the intersection of Braze’s technology and their customer engagement strategy. And I truly mean that: people here have such a high motivation to lift each other up, to share tips and experiences proactively and when others are flagging needs.
Looking further into the entire customer experience organization, this collaborative spirit continues and I personally admire all the different styles and quirks that individuals are bringing into customer work.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
Customer success sits at the center, coordinating across the entire Braze organization. We are actively pulling in resources from all different directions, from flagging product requirements and beta interest with the Product teams to joining sales’ value conversations and driving adoption and sophistication projects with tech teams.
Being living proof of the timeless adage “there is no I in TEAM,” the Braze customer experience team truly prioritizes collaborative success over individual wins.
What should candidates know about the culture or values that shape customer-facing work on your team?
Curiosity, self-reliance and a strong sense of reliability are some of the cornerstones of our team. We live by our value “Don’t Ignore Smoke” and we certainly “Take a Seat at the Table” with our customers to develop the partnership. At the center of it all, we are humans who enjoy this work and time and time again, it proves to be deeply-rewarding.
Our leaders set high standards, encouraging all of us to show up as our best selves in this very fast-paced environment. They see and nurture our strengths.
Blink’s mobile-first employee experience platform leverages AI to support employers across industries, ranging from healthcare and logistics to retail and construction.
What’s it like to work on the customer success or customer experience team at your company?
I have the distinct privilege of leading the global customer success team at Blink. If I had to use just one word to describe what it's like to work with this team and our customers, I would say energizing.
This team is full of passion, care and a relentless dedication to helping our customers realize the true value of their investment in Blink. Every single day, I am impressed by the stories and examples our team and leadership share with me about the impact we're making.
Customer success is a complex and rewarding role filled with peaks and valleys. This team completely understands how to navigate those ebbs and flows and they still bring incredible energy to what they do every day.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
Cross-team collaboration is a key element of our secret sauce and a fundamental ingredient in our work every single day. Frankly, our customer sentiment and retention would not be where they are without this alignment.
To keep everyone connected, we host a weekly, action-packed 30-minute meeting with our product, support and professional services teams. It’s a structured but completely open forum to discuss all things related to our customers — whether someone needs to ask for help, raise a risk, align on a plan, or celebrate a big win.
Beyond that weekly hub, we drill down into specific partnerships. We maintain an ongoing cadence with sales, where we participate in enablement and co-lead joint meetings on top strategic accounts to ensure we're driving toward the same adoption goals. We also stay tightly tethered to our support team; because they are heavily engaged on the front lines, our close daily collaboration with them is absolutely critical to our customers' success.
What should candidates know about the culture or values that shape customer-facing work on your team?
The most valuable thing I can share is that our culture is exactly what it looks like from the outside. What you see on our social media is what it’s actually like to work here. A new hire recently shared with me that after a few months on the job, they were so relieved that Blink was exactly the company they hoped it would be. We have fun, work hard and genuinely care about each other and our customers.
Prior to joining, I was searching for an organization that had a certain "magic," something I had only experienced once before in my career. I found it here.
When people ask me what it's really like to work at Blink, I tell them "I'm having fun." It is a rare and special opportunity to say that you genuinely look forward to coming to work, even on the tough days.
Empathy is a healthtech company that provides support for bereavement, estate management, legacy planning and more.
What’s it like to work on the customer success or customer experience team at your company?
Working on client success at Empathy, we have a meaningful impact on our clients and the families who rely on them during life's most difficult moments. We build deep relationships across our clients' organizations, learning how they operate and where we can drive impact. At financial institutions, that means partnering with product and sales leaders; on the employer side, it means working directly with HR leaders and leave specialists. We dig into their most pressing challenges and find ways to solve them together. No two days look alike, but each one brings a chance to work with great teammates and create real impact for families.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
Empathy has a collaborative, high-impact, cross-functional culture. Customer success managers work directly with product managers, marketing leaders and business analysts to make sure we deeply understand our clients' needs and meet them where they are. Whether we're launching a new product, running a marketing campaign, or responding to client questions, the team pulls together to keep clients successful. We also have Slack channels for sharing ideas across the org — product enhancements, AI tools and (of course!) recommendations for anyone visiting our NYC office.
What should candidates know about the culture or values that shape customer-facing work on your team?
We partner closely with clients to understand their challenges and think outside the box to support them — integrating into their systems, communications and offerings so our work feels cohesive. We're a genuinely customer-centric team that enjoys getting to know our clients. We represent their voice internally: sharing wins, working through challenges and pushing to the next level. One of our customer success values is "Raise the bar together." While customer success managers own their accounts, we share learnings across the team to elevate both our clients and each other. Ultimately, we're all working toward the same goal: an excellent experience for our customers and the families they support.
