What do Benjamin Franklin and Steve Jobs have in common with people who are great at customer success?
They are all polymaths — at least to some degree.
People who are polymaths have a wide range of subject knowledge, tend to be driven by curiosity and often see the world through systems thinking. A skilled customer success manager possesses all three of these qualities.
Just ask EDGE’s VP of Operations Donna Lyakhovetskiy. She recently shared with Built In how some of the core skillsets in customer success include seeing the big picture, leading with curiosity and becoming an expert in the client’s industry.
“We need to understand a client’s priorities in their own words and then translate those into actionable solutions,” Lyakhovetskiy said.
EDGE is a data and analytics platform for consumer credit risk based on the latest alternative data.
What core skills do you rely on most in your customer success role?
As EDGE’s vice president of operations with the responsibility for new customer onboarding and ongoing customer success, my team and I particularly value a combination of empathy and problem-solving. We need to understand a client’s priorities in their own words and then translate those into actionable solutions. For example, one of our credit union partners began by using EDGE analytics for income verification in underwriting. Based on their success in streamlining operations and improving member care, they expanded their use to overall credit risk assessment and most recently to collections strategy optimization. At each stage, client leaders and frontline staff alike shared feedback that shaped how we evolved our platform and solutions — a true client partnership where we grow together.
How does your team, manager or employer provide opportunities for you to hone your skills or develop new skills?
As a member of EDGE’s executive team reporting directly to our CEO, I’m closely embedded with our product team as the critical link between our clients and the platform’s evolution. I don’t just observe product discussions — I actively drive the roadmap with real-world feedback from customers, shaping both what we build and how we build it. This constant exchange sharpens my ability to translate complex client needs into actionable product improvements while keeping EDGE ahead of the industry. We’re the only cashflow underwriting platform with top-of-funnel and post-origination solutions precisely because of our “built by lenders for lenders” DNA and resulting closeness to our lending clients. We also support continuous learning through industry events, cross-functional collaboration and a culture that values the customer perspective in every strategic decision.
What advice would you give to a CS professional looking to standout from the pack and join your team?
Customer success at EDGE isn’t about scripted answers — it’s about curiosity, adaptability and genuine partnership. The people who thrive are those who can zoom out to understand a client’s business model and then zoom in to guide them through specific product workflows.
My advice: demonstrate that you can learn a product quickly, ask thoughtful questions that uncover deeper needs and articulate solutions in a clear, client-friendly way. If you can build trust quickly and adapt as priorities shift, you will stand out from the pack by creating enduring client value and forging lasting relationships.
