2024 Outstanding Woman in Customer Success: Priti Mathur
Name: Priti Mathur
Job Title: Director of Customer Implementation
Company: Totango
Why she won:
Priti's journey to customer success took an unusual path, beginning in the non-profit world. There, she honed an empathetic, project-based approach while helping bring education and schools to first-generation learners across South America. Working in remote areas to build new schools instilled in her the importance of creating scalable and repeatable processes that prioritize the customer. This experience, along with her ability to develop innovative approaches that transcended cultural boundaries, became a cornerstone of her customer success philosophy.
These skills then transitioned from a personal, face-to-face setting to crafting customer-centric processes within diverse industries across the federal, public, and private spheres. While pursuing a Master's degree in Public Administration and Policy, Priti focused on crafting scalable policies readily adopted across organizations, ultimately leading to measurable improvements in customer satisfaction.
Priti's work within Customer Success organizations involved creating Professional Services that not only provided a customized approach to understanding individual customer success metrics on a SaaS platform but also significantly boosted revenue. This demonstrated the value of Onboarding, Implementation, and Support functions both internally and externally. Within Totango, Priti continues her dedication to offering exceptional, white-glove service to her customers.
These are her achievements:
Embraces Challenges: Priti exemplifies strong leadership by taking on additional responsibility in managing the CS Engineering team. She fostered a collaborative environment, built processes, and improved cross-functional relationships, even taking coding courses to better support the team.
Results-Oriented: Recognizing the need for expanded services revenue, Priti proactively developed programs to increase it. She implemented reporting measures to track the impact on the business.
Customer-Centric Innovation: Priti demonstrates creativity by collaborating with the enablement team to revamp long-tail onboarding programs. This initiative increased efficiency and improved customer support.
Driving Customer Value: Through her efforts, Priti transformed the entire onboarding and implementation process, ensuring customers achieve value quickly. Her focus on customer needs has addressed past issues and set a new standard for improved customer experience and retention.
Knowledge Sharing and Collaboration: Priti actively represents Totango in onboarding and implementation workshops. She also provides support to various cross-functional teams dedicated to enhancing the customer experience.
Leadership by Example: Priti's leadership is evident in her direct customer support, involvement in technical discussions, and her dedication to guiding teams towards achieving customer goals.
From her nominator: “She thinks out of the box, and is willing to take extra time, effort and energy to improve processes for our customers…She leads by example, in being available to support customers directly, [to] be involved in deep technical integration discussions, and guide the teams to ensure the customers goals are met.”
