Her Story
About Suzanne
Suzanne Todd is the Customer Support Manager at Pool Brain, where she leads support operations for a SaaS platform built specifically for the swimming pool industry. She oversees customer support strategy, manages and mentors the support team, improves workflows, develops onboarding programs, and helps drive operational efficiencies through AI-powered support tools and process optimization. With a strong focus on delivering exceptional customer experiences, Suzanne combines technical expertise with empathetic leadership to ensure customers receive effective, scalable solutions.
Before transitioning into software, Suzanne spent more than a decade as the co-owner and chief financial officer of a successful retail and pool service business, giving her firsthand insight into the operational challenges faced by pool professionals. She later built on that experience through account management, customer success, onboarding, and education roles within the SaaS industry, helping clients implement software, maximize product value, and streamline business operations. Her unique combination of industry knowledge, financial expertise, and customer success experience enables her to bridge the gap between technology and real-world business needs.
Throughout her career, Suzanne has been recognized for her collaborative leadership, analytical mindset, and commitment to continuous improvement. She is passionate about creating efficient support organizations, empowering teams through training and mentorship, and developing processes that enhance both employee performance and customer satisfaction. Looking ahead, Suzanne aims to advance into a senior support leadership role where she can oversee multiple support teams, drive organizational strategy, and help scale customer operations while continuing to support the growth and success of the pool industry.
Her Interview
Ten minutes with Suzanne
01What do you attribute your success to?
I attribute my success to a strong work ethic, a willingness to go above and beyond expectations, and a commitment to accountability. I believe in putting in the effort consistently, even when it goes unnoticed, and following through on responsibilities so others can rely on me to deliver results.
02What’s the best career advice you’ve ever received?
The best career advice I’ve received is to take ownership of your work and your growth. Don’t wait to be recognized—be proactive, stay accountable, and consistently deliver results. When people know they can rely on you, opportunities tend to follow.
03What advice would you give to young women entering your industry?
I would encourage young women entering the industry to actively seek out connections with other women through professional groups, online communities, and organizations. Attending women-focused events or summits can be incredibly valuable—not just for networking, but for building meaningful relationships with people who are willing to share guidance and support. There is a strong sense of community, and we all bring something unique to the table while lifting each other up along the way.
04What values are most important to you in your work and personal life?
I value integrity, accountability, and consistency in both my work and personal life. I believe in doing what I say I will do, following through on commitments, and being someone others can rely on. I also value a strong sense of community—supporting others, sharing knowledge, and contributing in a meaningful way. These values guide how I show up every day and help build trust in both professional and personal relationships.
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