Inside the Mind of A Customer Success Manager

Modern Marketing


We’re very proud to drive the leading customer retention rate in the Influencer Marketing industry. But have you ever wondered about the faces behind the customer success team at ReadyPulse? You’ve heard their voices, but we decided it’s time you got to know them a little better. This month, we caught up with Briana Balmuth, a rockstar on the Customer Success team.

We chatted about her career in customer success and what she loves most about working with ReadyPulse customers. Keep reading for more on how Briana creates strong partnerships with our customers to help brands push the bounds of influencer marketing.

Tell us a little about your background

My background has always been service-oriented with a strong focus on customer success. Having worked in many software startups, I’ve helped develop several customer success teams from scratch. Through my experience, I’ve learned how a customer-centric culture is essential to building a sustainable business. I chose ReadyPulse because customer success is a top-down organizational mindset with accountability at all levels. This foundation allows us to proactively partner with our customers to ensure success with the ReadyPulse platform.

What does customer success mean to you? And how is ReadyPulse creating a culture of Customer Success?

Customer success is unique to each customer; but at its core, it means building authentic relationships, proactively solving problems and helping clients achieve their goals. At the end of the day, I want my clients to be the internal heroes and champions of their company.

Are you seeing any trends in influencer marketing with your customer you want to share?

My customers are always trying new strategies and bouncing ideas around during our meetings. But one of the most exciting things I’ve seen lately is the way they are using segmentation amongst their influencers to increase community engagement. This allows brands to target the message toward specific groups to make it more personal to influencer interests. This is just the beginning; I’m excited to see what my customers come up with next!

What are some of your favorite things about ReadyPulse customers?

My favorite part about working with ReadyPulse customers is the people themselves. The marketers I speak with on a daily basis are incredibly savvy and bright. Their level of intelligence motivates me to come into work everyday and be a better Customer Success Manager than I was the day before. We hold each other accountable for always pushing the limits, making it a true partnership.

And one for fun: What’s your favorite emoji?

This is a tough question! But if I had to choose, I’d probably go with the slice of pizza because… pizza.