Melanie Brittingham

I attribute my success primarily to curiosity, relationship-building, and a willingness to explore new opportunities rather than relying solely on formal mentorship. I have consistently sought to understand different roles and challenges firsthand, even if it meant taking on short-term assignments that confirmed what I did not want to pursue. By actively engaging with customers, learning from their needs, and staying focused on delivering results, I have been able to grow within GE through continuous learning and adaptability. I have also benefited from strong professional relationships and a proactive approach to networking, which led to key opportunities and role creation through visibility, volunteering, and consistently showing up to learn, contribute, and add value across the organization.

The best career advice I’ve received has come through observing three influential leaders rather than a single directive. One manager taught me the importance of emotional intelligence and consistent human connection, reinforcing that people don’t leave companies, they leave managers, and shaping how I now lead others. Another, who was much more demanding, taught me the discipline of brevity through direct feedback—once describing a detailed email I wrote as “War and Peace,” which pushed me to communicate more clearly and concisely. A third leader, a Chief Marketing Officer who gave me an early opportunity, showed me the value of advocacy and taking calculated risks on people, which reinforced the importance of being open, visible, and willing to step into challenges.

My advice to young women entering this industry is to be intentional about building breadth of experience and staying curious across different parts of the business, not just a single function. Whenever possible, gain direct exposure to customers—whether through accompanying account teams, attending trade shows, or simply asking questions—because there is no substitute for understanding how value is created in real-world settings. I also encourage actively engaging in networking communities, such as women’s networks or diversity councils, and volunteering for cross-functional opportunities, as these experiences often open unexpected doors and help you discover new interests. Finally, invest in developing clear and concise communication; the ability to articulate ideas with brevity and impact is essential for building credibility, influencing others, and shaping your professional brand.

One of the biggest changes in my field is that Customer Success Management is still a relatively new function in industrial settings, and it continues to evolve rapidly. A major opportunity—and challenge—is the rise of AI, which is reshaping how we identify and respond to customer needs. Tasks that once relied on manual monitoring and intuition, such as detecting customer dissatisfaction, are increasingly being automated through data and signal detection across support cases, communications, and usage patterns. This shift is transforming the role from reactive problem-solving to a more proactive, consultative approach focused on driving customer value. As a result, the opportunity ahead lies in leveraging these tools to scale impact, deepen customer relationships, and redefine how success is delivered in a more strategic and insight-driven way.

My most important values in both my work and personal life are responsibility, balance, and self-awareness. As a working parent with a large team and significant family responsibilities, I’ve learned that self-care is essential—without it, you can’t sustainably show up for others in the way they need. My family life has reinforced the importance of perspective and prioritization, and it has made me more intentional about how I spend my time and energy. I also value grounding and presence, which I’ve found through time spent with horses—an activity that helps me disconnect, reset, and stay centered. Overall, I focus on being fully present in whatever role I’m in at the moment, whether that’s as a leader, parent, or individual.