Kristan Baker

Kristan Baker has built a career spanning decades in customer success technology. Her work centers on the user journey and maintaining partnerships by demonstrating value to clients after the initial sale. She has seen the industry evolve with a greater emphasis on leveraging AI as a benefit rather than a replacement for services. Baker majored in organizational communication studies, which equipped her with skills for interpersonal communication, relationship building, and presenting at conferences. In her roles, she has observed more women entering through supporting positions such as change management, customer service, and training, often progressing into customer success roles that allow a hybrid technical and communicative approach. She has benefited from female mentors in VP positions and now mentors younger team members on managing conflict, prioritizing tasks, and strategic decision-making to support client needs. Baker recommends that young professionals entering the industry act as sponges, staying open to learning and participating confidently even without having every answer. She maintains her own network of mentors to stay grounded and receive guidance on leadership challenges.