I help FMCG clients unlock the full value of insights by guiding them to the right methodologies and connecting them with advanced analyses such as conjoint and portfolio optimisation. Working hand-in-hand with our Sales, Product and Managed Services teams, I uncover new opportunities, feed client feedback into the product roadmap, and make sure onboarding and support feel seamless and easy. By combining strategic know-how with close collaboration, I build stronger partnerships and help clients achieve real, measurable success.

Every day is about driving impact. I move seamlessly between scoping new projects with Managed Services, onboarding users for rapid adoption, resolving client issues at pace, and partnering with Sales to shape winning account strategies. I also carve out time to prepare for business reviews with my stakeholders. No two days are alike, but each is focused on maximising client success and expanding our partnerships.

I’ve had the chance to work on some incredible projects, but one of my favourites was partnering with a well-known family-owned company as they launched their first ever e-commerce-only product. It was especially rewarding because we collaborated closely to validate and refine not just the product and packaging, but also their brand’s archetype positioning. Their aim was bold — to win over a younger, high-net-worth audience and compete directly with established players. We therefore designed a sample that perfectly reflected their ideal customers and included competitor buyers for sharper insights. Being part of such a pivotal moment in their journey, and seeing the real impact of our work, was genuinely fulfilling.

I’m constantly striving to develop my skills and looking for ways to deliver more impact. One standout experience at Cambri was an intensive training on sales discovery and champion building — it’s had a direct, measurable effect on how I operate as a CSM. I’m also already planning to tap into our learning budget to take on a new course that will push my expertise even further. 

Customer Success looks different in every organisation, so it’s essential to identify the type of role that suits you best. Personally, I’m drawn to revenue-growth positions with variety, but you might prefer something more technical, commercial, or product-focused. Consider whether you enjoy a broad remit—spanning onboarding, support, and expansion—or a more specialised, clearly defined role.

Company size and stage also shape your experience. Early-stage start-ups often require you to wear multiple hats, which can be intense but offers rapid growth. In contrast, mature organisations usually provide clearer structures and processes, delivering stability but sometimes less variety.

Ultimately, thriving in Customer Success requires strong relationship-building skills, curiosity, initiative, and a customer-first mindset—qualities that enable you to deliver consistent value and grow within the role.

If you want to work at a company with ambitious, high-performing and dynamic people, tackling some of the most exciting challenges at the intersection of innovation, insights and AI, while making a real impact, this is the place for you!