Influential Woman · Client Success

Mariah Hall

Enterprise Client Success Manager, Second Nature

Chillicothe, IL

Her Story

About Mariah

I've been a client manager since 2018, bringing 8 years of experience in client success and customer service. Throughout my career, I've primarily worked in B2B businesses, with a significant focus on SaaS companies where I managed recurring revenue accounts. My current role is in real estate tech, where I manage a portfolio of some of the top property managers in the industry. My company provides a Resident Benefit Package (RBP), and I work closely with property managers and company owners to ensure these packages are implemented correctly and that residents have the best possible experience. What drives me is my passion for customer service and creating great experiences. I truly believe this can be replicated across every industry and everything we do. It's not hard to make people feel seen, heard, and valued, whether that's answering an email, delivering a product, or just having a conversation. I'm motivated by my anxiety to disappoint people, which pushes me to do everything in my power to find solutions and resolutions. I use my emotions almost like key performance indicators - if I'm feeling frustrated, anxious, or overwhelmed, I create a plan to work through those emotions and fix the problem. I've learned in my current role that I love teaching people and training, and within the next 5 years, I'd love to be in an enablement position where I can share my expertise with the next generation of client success professionals, teaching them that it's easy to give people a good experience and that showing up as a human, not just a professional, goes a long way.

Her Interview

Ten minutes with Mariah

01What do you attribute your success to?

I attribute my success to myself. It was always instilled in me at a young age to be successful, to have a career that I'm proud of, to not rely on anyone else, and to always be able to show up and show out and take care of myself. I'm a very independent person, so it's just something that I've always been driven towards. I'm not a mother - I don't think there's anything wrong with being a mother, mothers make the world go around obviously - but I've always just been a little bit more career-oriented and focused in my life. So yeah, my anxiety and myself drive my success.

02What advice would you give to young women entering your industry?

I would tell them to always put yourself first. Especially in client success, know when to say no - everyone respects a no. Meet your clients where they're at. If a client says something is wrong or uses strong language about a problem, acknowledge it honestly and tell them you're there to fix it. I think so many people in client success think it's wrong to admit fault, and I think that's the number one best thing you can do. Once you say 'you know what, this wasn't right, I can see it wasn't right, and I'm gonna be the person that fixes it for you,' you've already gained a sense of trust by looking at the situation honestly and transparently and being like 'you know what, I reviewed it and we can do better.' If you're not being your full, authentic self and being straight and transparent with clients about when there are mishaps, you can't build those lifelong relationships. It's okay to giggle on a phone call, show your personality, be authentic - you always want them excited for the meeting because you're having a good time together.

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