In this episode of the Customer Growth Podcast, Tash sits down with Jay Sanchez, winner of the Innovator of the Year Award, to unpack his remarkable journey in customer success. From starting as a support specialist to becoming a recognized leader, Jay shares how embracing his identity and seizing opportunities shaped his career.


The conversation explores:

  • How assertiveness drives impact in customer success.

  • Jay’s unique experience transitioning from leadership back to an individual contributor role.

  • Practical tips on managing up and taking control of your calendar for better work-life balance.

  • Why transparency and authenticity aren’t just buzzwords but essential for building trust with customers.


Key Takeaways:

  • Put yourself out there—opportunities won’t come knocking on their own.

  • Imposter syndrome is real, but don’t let it stop you from stepping up.

  • Proactively chase opportunities to accelerate your career.

  • Diversity of thought sparks innovative solutions.

  • Every customer interaction should deliver value.

  • Assertiveness is critical in managing customer success effectively.

  • Managing up can significantly influence your career trajectory.

  • Transparency fosters trust with customers.

  • Authenticity is non-negotiable for strong customer relationships.