“Success Is a Journey, Not a Destination…”

Rhiannon Liddle, Savance Customer Success Manager

“Success Is a Journey, Not a Destination…”

“Success is a journey, not a destination. The doing is often more important than the outcome.”

Everyone typically has their own definition of what success personally means to them; however, this quote by Arthur Ashe has remained a favorite of mine. No matter what journey life has taken me on throughout the years, this concept has always stayed in the forefront of my actions.

I’m extremely honored and humbled to be a part of the Savance team, and even more so that last month I was entrusted with the role as Customer Success Manager. I’ll be honest and admit I was a tad overwhelmed at first, considering I’ve only been with Savance for a few months. I immediately reverted back to Ashe’s quote about success. I reminded myself not to focus on the outcome, but to start with the basics. What does being a CSM mean to me? What are my goals as I take on this role? What makes this position so unique compared to others?

So, what is a customer success manager (CSM)? A CSM supports customers as they transition from sales prospects to active users of a product. If you do a quick Google search, this definition is one of many that pops up. It’s accurate, it’s logical…but is that it? Maybe to some, but for me, being a CSM is a lot more than just transitioning a customer.

I’ve held many different roles throughout the years, and customers were without a doubt the driving force in each one. The goal for a CSM is ultimately to be proactive, not reactive. That’s exactly what I intend to do at Savance. Forming relationships with new customers and maintaining these relationships with existing customers is what drives an industry. By doing this, you eliminate trust barriers and become so close to the customer that more often than not, you know what they need well before they realize it themselves. I’d like to think that a CSM is not only responsible for the transition, but also for staying alongside the customer for the entire journey. It’s a progression that both partake in together, and if done correctly, results in continual support, growth, and success.

I work remotely for Savance; I’m located in beautiful upstate NY in the Saratoga County area. When I’m not working, I enjoy being outdoors. Paddle-boarding, gardening, and doing house projects are just a few things you can find me doing in my free time. I have two Shar-Pei named Elvis and Cleo. They’re my 4-legged besties, and I love them more than anything.

I’m so very excited to be on this journey with Savance, and I can’t wait to see where it takes me in the years to come.