CS My Way #6: Exclusive Interview with Melissa Garcia
Welcome To CS My Way #6
Welcome to this exciting new space—CS My Way—where you can learn from the best in the industry and get ahead in Customer Success and beyond.
Each week, I engage in conversations with top executives — Chief Customer Officers, VP/Head of CS, founders, and CEOs. Together, we discuss how they drive success for their customers.
💡I always learn a lot from these exclusive interviews, packed with massive value, practical examples, key takeaways, and best practices from each leader.
I hope they’ll inspire you to build world-class CS organizations and accelerate your career in Customer Success and beyond.
💥I'm thrilled to bring you today my latest conversation with Melissa Garcia, Director of Renewal Operations at Chief, the renowned private network that executive women rely on to raise their leadership game!
Founded in 2019, Chief is the largest community of senior executive women, representing more than 10,000 companies and 77% of the Fortune 100. Chief has been recognized as one of TIME’s 100 Most Influential Companies and one of Fast Company’s Most Innovative Companies. 🚀🚀
And Melissa has a ton to tell you about her massive experience and insights into customer success operations and strategies. You'll learn a lot - an incredible journey, guaranteed!
Thank you, Melissa, for sharing your story with us on The CS Café — #1 Weekly Customer Success Newsletter.
Your insights are a boost for our community 🚀🚀
The stage is yours!
P.S. Want to share your own story? Fill out this quick form and I’ll get back to you over email.
About You
My journey to Chief was certainly not a traditional one.
I had been following Chief for a while and was super interested in the company. I was intrigued by the mission and closely followed Chief's developments.
I stayed in constant communication with individuals I had connected with during the interview process and after applying and interviewing three times, the opportunity for this role aligned perfectly with my strengths and experience in customer success and renewals.
I feel incredibly lucky that I now find myself in a role that resonates deeply with my professional journey.
Career Transitions and Networking
You have a super interesting and diverse career.
Transitioning from editorial writing to account management, what role has networking played in your career, and how did it contribute to your successful pivots?
Networking is truly such a necessary tool when you’re thinking about or trying to execute a pivot in your career, and just in general at work.
“When I first ventured into account management, I found myself in uncharted territory with limited connections, particularly in the tech industry which I was trying to break into.”
Despite this, I secured an interview without knowing anyone in the industry, managed to sell myself and my skills, and landed a position at ClassPass.
It was during my time there that I actively began building my network and connecting with more folks in Customer Success and within the tech space.
This then allowed me to advance quickly as I learned from those around me and made a consistent effort to schedule things like coffee chats to meet folks in other departments.
Pivoting to Account Management
Making this shift from editorial writing to account management is a significant change. Can you share specific challenges you faced during this transition, and what advice do you have for people looking to pivot into roles that may seem outside their initial career trajectory?
“An important thing to recognize is that careers often unfold in non-linear paths, contrary to many people's desire for a straight and clear trajectory.”
The fear of seemingly taking steps backward with each role change can be daunting and I have felt that myself.
However, it's key to challenge the notion that progress is always upward.
This mindset can inadvertently impede our willingness to explore new opportunities and can therefore block us from pivoting altogether.
While I acknowledge the privilege associated with this advice, sometimes it's necessary to prioritize the experience you may be able to get or try a new industry over immediate financial gains or a linear career progression.
Additionally, becoming adept at selling your story and articulating your unique narrative is so pivotal.
“Even if your experience doesn't precisely align with the role you're trying to transition into, it's your responsibility to convey how your skills and experience apply to your desired next step.”
Operational Mindset
I read that your early roles in writing allowed you to develop an operational mindset. How do you apply operational skills and strategic thinking to the renewal operations at Chief, and what lessons from your early career still resonate in your approach today?
The integration of operational skills and strategic thinking is a constant in my current role.
“It’s my responsibility to consistently evaluate how our processes can scale effectively.”
Simultaneously, I'm tasked with consistently envisioning and taking into account the broader picture and ensuring we provide consistent value to our members.
Earlier in my career, I was part of a startup apparel company called Social Sunday, where versatility was key.
The role demanded diverse responsibilities, extensive travel, and a “wear many hats” mentality.
The mindset of always intentionally considering every decision and prioritizing all pieces of the puzzle that it took to operate effectively remains integral to my approach to work and decision making and I always carry that with me.
Productivity - Balancing Multiple Roles
With a track record spanning roles in diverse industries all at the same time, such as being a Mentor at Aspire to Her and a Member at Badassery, how do you balance multiple roles, and what productivity strategies do you find most valuable in managing such a dynamic portfolio? In short, what's your secret to productivity?
While I wish there were a magic secret I could share for staying consistently productive and organized, the reality is that it's an ongoing practice every day.
Taking on different projects or committing to new endeavors requires constant self-assessment.
This means regularly questioning why you are doing certain tasks and evaluating their contribution to your broader goals or organizational objectives.
“Consistency is critical, both with yourself and your time management.”
It’s also helpful to not be unafraid to say no, to understand your peak productivity hours, and then where you can align your day accordingly.
It's also key to be flexible and open to shifting your approach to productivity as needed.
If a change in your routine enhances efficiency, don't hesitate to make that adjustment.
Doing something simply because it's the way you've always done it isn't reason enough to persist with it.
Adaptability and a mindful approach to your time are key components to staying on top of things.
Leadership and Team Culture
You highlighted the importance of leadership and team culture. How do you create a healthy and uplifting working environment within your team, and what impact do you believe this has on the success of retention efforts?
Creating a positive and supportive work environment is extremely critical to me and something I take very seriously.
“I firmly believe that people are the heart of any organization, and as a leader, my role is to ensure that my team is not only motivated but also set up for success in their roles.”
I approach leadership with a human-first mindset, acknowledging that each team member has a life beyond the workplace, and it's key to honor and accommodate that reality.
Effective communication is the cornerstone of my leadership philosophy.
I invest time in understanding the working styles of individuals on my team, and how they prefer to receive feedback, and then foster an environment that aligns with these preferences.
I am also a firm believer in grounding my team in reality.
“Transparency and openness are key values for me, as I believe in communicating the 'why' behind our actions.”
Creating a space for questions and involving the team in the decision-making process helps build trust and a sense of belonging, which builds team culture.
[End Of Part 1]
Here’s what we’ve covered in the 2nd part of our conversation:
Customer Success and Renewal Operations: Key Insights
Coaching and Mentorship - Time Management
Personal and Professional Balance
Her Career Highs and Lows
Melissa’s Personal Growth and Motivation Hacks
How To Overcome Challenges at Work
Her Leadership Philosophy & Personal Insights
A Powerful Career Advice That Might Change Your Life
And more!
Customer Success and Renewal Operations
In your roles at Wagmo, Trendalytics, and now Chief, you've been heavily involved in Customer Success and Renewal Operations. What skills and strengths have you found most critical for success in these roles?
For me, it’s about building lasting relationships and ensuring renewals.
And it all boils down to delivering value.
Here’s how I do it: …
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