Customer Success Talks Thriving as a New Customer Success Manager in a Startup with Priscila Fletcher
Oct 15, 2025
Priscila Fletcher, a seasoned Customer Success leader and founder of Latinos in Customer Success, shares her insights on thriving as a new CSM in startups. She discusses the critical first 90 days, highlighting a structured 30/60/90-day plan for success. Priscila emphasizes the importance of prioritization, building influence maps, and seeking mentors early on. She also offers practical tips for demonstrating impact and aligning with management goals, helping listeners navigate the chaos of startup life with confidence.
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Startups Reward Prioritization
- Startups give direct access to leadership and faster growth but everything moves quickly.
- Prioritization is the key skill to avoid being pulled in every direction.
Create Your Own Onboarding Plan
- If your manager doesn't provide onboarding, build a 90-day plan and share it with them.
- Also create a weekly one-on-one agenda to align expectations early.
Listen, Learn, And Ask First
- In your first 30 days, prioritize listening, learning, and asking lots of questions.
- Document everything in a Notion page or Google Doc to use as a future reference.