Rikki Leon

I attribute my success to two things: a genuine desire to keep learning and a passion for building meaningful relationships. At its core, that's what Customer Success is all about. The technology matters, but people are what make the role rewarding.

I've always been curious and eager to grow, and I believe that continuous learning has allowed me to better serve my customers and create stronger partnerships. Looking ahead, I want to keep doing that on an even larger scale, making an impact not just on my own success, but on my customers, my team, and the people around me.

One of the biggest mindset shifts that's helped me is remembering that the person sitting across from me is still just a person. Whether I'm meeting with an executive, a customer, or a leader within my company, it can be easy to feel intimidated. But at the end of the day, we're all human.

Remembering that has given me a lot of confidence. As a woman, as a Customer Success Manager, and simply as a person, it's helped me approach conversations with authenticity instead of fear. When you stop putting people on a pedestal and start connecting with them as equals, you're able to build stronger relationships and show up with much more confidence.

What I would tell any woman looking to break into Customer Success is this: remember that, as a Customer Success Manager, you have more control than you may realize. You have the opportunity to become the product expert, and you have the ability to own your relationships.

Own the relationship with the company you work for by continuing to learn, contribute, and advocate for yourself. Own the relationship with your customers by showing up consistently, earning their trust, and becoming their strategic partner.

There will be times when success feels out of reach or the path forward feels difficult. In those moments, remember that your growth is in your hands. Keep investing in yourself, keep showing up, and keep moving forward. Your goals are absolutely achievable.

The biggest challenge in my industry is that software is constantly evolving. Technology changes quickly, and with that comes an expectation that you continue to grow and develop your own skills so you don't fall behind.

At the same time, that's also the biggest opportunity. The best investment you can make is in yourself. The most successful people I've met in this industry are the ones who intentionally make time to keep learning, expand their knowledge, and develop new skills. Because they're committed to continuous growth, they stay competitive, adapt to change, and are often one step ahead.

For me, everything comes back to trust and honesty. In Customer Success, it's okay to have difficult conversations with your customers as long as you're honest, transparent, and focused on doing what's best for them. Those conversations often strengthen the relationship because they build trust.

I try to carry that same mindset into my personal life. Balancing work, family, and personal interests isn't always easy, but it's important to be honest with yourself about what you need. Take care of yourself, communicate openly with the people around you, and don't be afraid to set healthy boundaries. When you lead with honesty and authenticity, both professionally and personally, you build stronger relationships and set yourself up for long-term success.