Employee Spotlight: Rachel Sheriff

Rachel Sheriff, Vice President, Global Customer Success at LogicMonitor

Title: Vice President, Global Customer Success

Why did you choose to work at LogicMonitor?

I had the pleasure of working with several LMers at prior companies. When I saw all of the incredible talent going to LogicMonitor, I knew that something special was happening here.  Since joining the team, it has become very clear that our rapid growth is fueled by a remarkable group of very smart (and fun!) people. It is an exciting time to be at LogicMonitor!

One of LogicMonitor’s core values is being Customer Obsessed. What does that mean to you? 

Being “Customer Obsessed” is very near and dear to me as a Customer Success leader.  However, customer obsession has to be a commitment that every part of the organization makes and is accountable for. All of us play an important role in the customer’s journey, therefore it is vital to understand what they need to be successful from a product and services perspective. Every decision we make must be rooted in improving the customer’s journey with us.

What advice do you have for other Customer Success professionals?

Get curious about your customer’s business! The more you know about your customer’s ultimate business goals and priorities, the better armed you are to align your company’s products and services to your customer’s outcomes. When your customer believes they’re getting proven value out of your partnership…well, that’s when the magic happens! I always say one of the most valuable traits of a great Customer Success Manager (CSM) is curiosity!

Was there a certain moment in your career that you felt was a turning point?

Yes! I spent the first part of my career in advertising. I loved being in what I considered a “creative” industry. After moving to Austin and working at a small boutique agency, I was ready for a change. My agency happened to share a parking lot with a local software company that was getting a lot of buzz for its growth and incredible culture. During my first interview with Bazaarvoice, they told me that I would make a great Customer Success Director. My first thought was, “there is no way I’m putting that ridiculous title on my resume!” This was in 2011, and Customer Success had not yet become the well-known title it is today. Needless to say, I accepted that Customer Success Director role at Bazaarvoice and had the most rewarding eight years of my professional career there. I haven’t looked back since!

What is the most rewarding part of your role?

I really enjoy mentoring and coaching CSMs, especially when they’re navigating a tough customer relationship or trying to craft a customer story. A lot of my job is spent on organizational design, metrics review, and larger internal company initiatives. So when I get the chance to roll up my sleeves with a CSM and help them think through a customer situation, I jump at it! 

What is the most challenging part of your role?

Balancing staying “close” to the customer while leading an organization. I could spend all day in spreadsheets and internal meetings, so I try to prioritize customer calls. 

If you could choose anyone, who would you pick as your mentor? 

I think a lot of women in business right now would love to have Whitney Wolfe Heard as their mentor. I still get chills picturing her ringing that bell with her child on her hip- such a historical day for women! I am lucky in that I have several amazing mentors in my life who have really helped me along the way. I do daydream of attempting to write professionally one day and I would love to study under Anne Patchett or David Sedaris (two very different writers whom I equally admire). 

If you could learn one new skill, what would it be?

I would love to be able to play the piano. I took lessons for years when I was little and I wish I could go back to nine-year-old me and say, “you would be SO MUCH COOLER if you actually learn to play this thing. Stick with it, kid!”

What do you like to do in your free time?

I have three elementary school-aged children and we are in the thick of things- after-school sports, lessons, playdates, oh my! When I’m not chauffeuring kids around or cheering on a sideline, I love cooking, exploring Austin’s ever-changing restaurant scene, and curling up to a good book.

What book would you recommend that you have read recently?

Oh gosh, I’m going to admit publicly that I only read fiction when it comes to books. I get a lot of book recommendations on leadership, customer success, and software. If I would only read them, I’d be all the better for it. But alas, reading is my escape from work so I prefer to stick to fiction/novels. I recently read “The Night Tiger” by Yangsze Choo and it was just a lovely and intriguing book.

What are your favorite places in Austin? 

Nothing beats a boat day on Lake Austin with a stop at Ski Shores for their fried pickles and a margarita! I love living in a city surrounded by lakes!