196: Maranda Dziekonski | Creating A Customer Success Growth Engine

2025 Premiere Episode:

Dan Sixsmith speaks with Maranda Dziekonski, VP of Customer Success at ID.me, about the challenges faced in the tech industry during 2024, her transition to a larger organization, and the evolving role of customer success. Maranda shares insights on implementing change, enhancing collaboration between teams, and effective stakeholder management strategies. The discussion highlights the importance of a commercial mindset in customer success and the need for organizations to adapt to a more scrutinized financial environment. In this conversation, Maranda Dziekonski and Dan Sixsmith explore the importance of building trust with stakeholders, the value cycle in customer success, and the evolving landscape of hiring in the customer success space. They discuss the impact of AI on business and customer success, the significance of personal branding, and the evolution of leadership styles in a diverse workplace. Maranda shares her insights on how to leverage AI tools effectively and emphasizes the importance of giving back to the community without expecting anything in return. The conversation concludes with reflections on success and leadership.

Takeaways

2024 was a challenging year for tech companies.

The role of CFOs has become more critical in startups.

Customer success must tie to revenue outcomes.

Transitioning to a larger organization requires adaptation.

Implementing OKRs can clarify team expectations.

Customer success teams need to be commercially minded.

Collaboration between sales and customer success is essential.

Stakeholder management is key to reducing single-threaded moments.

Building meaningful relationships with stakeholders is crucial.

Understanding the organizational structure aids in effective communication. You have to earn the right to expand your relationships.

Creating a mutual delivery plan is essential for success.

2025 is looking hopeful for hiring in customer success.

AI is set to revolutionize the business landscape.

Leveraging AI tools can enhance customer success efforts.

Building a personal brand is about giving and sharing knowledge.

Leadership styles must evolve to meet diverse team needs.

Success is defined by collective wins, not individual achievements.

Effective communication is key in leadership.

Being a servant leader fosters a positive team environment.

Chapters

00:00 Navigating the Challenges of 2024

03:07 Transitioning to ID.me: A New Opportunity

06:03 Adapting to a Larger Organization

08:46 Implementing Change at ID.me

12:05 The Evolving Role of Customer Success

15:13 Enhancing Collaboration Between Teams

17:57 Stakeholder Management Strategies

24:55 Earning Stakeholder Trust

26:17 The Value Cycle in Customer Success

29:03 Hiring Trends in Customer Success

30:35 The Rise of AI in Business

32:59 Leveraging AI for Customer Success

34:22 Building a Personal Brand

39:03 Leadership Style Evolution

Sound Bites

"2024 was a long five years."

"It's hard to be in tech right now."

"We need sales to thrive as an organization."

"You can avoid a lot of that."

"You have to earn the right to expand."

"We create a mutual delivery plan."

"2025 is going to pick up."

"You can build out custom GPTs."

"It's about giving, not making money."

"I try to be a servant to my teams."