Arguably, in the “hero’s journey” the hero often gets the short straw — at least when it comes to having the really good one-liners. Those are saved for “the mentor.”
In almost every Joseph Campbell-esque narrative there is the role of mentor, the guide who is there to help the hero find the right path. We have Yoda waiting to make Luke do handstands and sweat it out in the swamp. Gandalf leads Frodo through the mountains, giving him bits of wisdom along the way. Even Glenda the Good Witch provides Dorothy with the magic shoes she needs to complete her journey.
And the mentors undoubtedly have the best lines. Yoda gets the famous: “Do or do not, there is no try.” Gandalf’s wisdom guides Frodo in the darkest moments with the line: “All we have to do is decide what to do with the time that is given to us.” Glenda imparts some of the greatest wisdom of all with the line: “You’ve always had the power, my dear. You just had to learn it for yourself.”
And those are just a few.
While there probably aren’t witches or Death Stars to defeat in the tech business world, there is a mentor that doesn’t get nearly enough credit — the customer success manager.
Customer success managers are the ones who step in to offer guidance, help users navigate endless roadblocks and find ways to meet the challenges ahead.
Built In spoke with Scott DeWees, lead customer success manager at Clean Power Research, to learn more about his experience “mentoring” clients. The greentech company offers customers access to real-time and historical data related to energy. One tool of Clean Power Research’s portfolio, SolarAnywhere, provides satellite-based solar data which can help customers do things like find the best spot to build new solar panels or improve existing ones. DeWees acts as a guide for customers who are making decisions that will impact the planet for generations to come.
Clean Power Research creates cloud software that informs, streamlines and values energy-related decisions and processes for utilities, energy professionals and consumers.
How did you decide to join your current team? What stood out to you the most during the interview process?
I joined the customer success team at Clean Power Research because of the company’s mission and size. During the interview process, what stood out was the friendly demeanor of the individuals conducting the interviews. I was exposed to a culture of humility and camaraderie that made me excited to learn more.
I was also motivated to develop subject matter expertise in energy-related topics. What’s particularly special is that candidates without prior energy subject matter expertise are considered for roles on the customer success team, making them accessible to a broader range of professionals eager to enter this field.
The combination of purpose and professional growth was very appealing to me. Furthermore, the supportive and creative work environment described by the tenured members of the team reinforced my decision. They highlighted the flexibility to seek out organizational development projects that fit their individual interests, which results in opportunities for career advancement, and interaction with teams throughout the company.
Overall, the sense of camaraderie, shared purpose and the company’s reputation made Clean Power Research an ideal place for me to grow my career.
Zabka’s Four Key Elements of a Customer Success Team
Zabka noted four key elements that Clean Power Research has emphasized to strengthen its customer success organization:
- Opportunities for Career Advancement: Ensure team members have clear pathways for growth. This includes career progression for individual contributors and those moving into supervisory roles. Development tracks for individual contributors and supervision are key to retaining top talent.
- Flexibility and Creativity: Allow your team the flexibility to tackle complex projects and creatively solve problems. This not only keeps the work engaging but also empowers team members to leverage their unique skills and interests.
- Supportive Team Culture: Cultivate a sense of camaraderie and humility within the team. When engaging in creative work, individuals need to feel safe in making mistakes and acknowledging areas of improvement. This requires promoting emotional safety among the team.
- Work-Life Balance: Promote a healthy work-life balance by encouraging open communication between team members and their managers to balance workloads. These efforts contribute to high job satisfaction and employee retention, benefiting the entire team in spades.
What keeps you on your current team? Do you have any favorite aspects of your role or the team culture?
One of my favorite aspects of my role is the creativity I use when building customer programs. I spend a significant amount of my week meeting with customers learning about their program management needs and pain points. The product’s flexibility enables me to tackle these challenges within a variety of utility programs, which keeps the work fresh and engaging.
Are there opportunities for advancement?
There are numerous opportunities for advancement at Clean Power Research. The company encourages cross-departmental moves, leadership training and special assignments, allowing individuals to grow and evolve within the organization. The mentorship program, which pairs newer employees with seasoned team members, further facilitates career development and knowledge transfer.
Our department has experienced steady growth during my time with the organization. This has allowed me and several of my colleagues to move from an individual contributor role to a supervisory position where I serve as a player-coach. I enjoy this approach as I can continue engaging directly with customers and configure the product daily while also mentoring and supporting newer team members.
