2024 Outstanding Woman in Customer Success: Jasmine Gray
Name: Jasmine Gray
Job Title: Head of Customer Success, APAC
Company: Aircall
Why she won:
Jasmine Gray is a seasoned professional with a rich and diverse background spanning Customer Success, Operations Management, and business development. Boasting nearly two decades of experience, Jas has consistently showcased her expertise in driving growth, elevating customer satisfaction levels, and fostering cross-functional collaboration to deliver outstanding customer outcomes. Jas currently serves as the Head of Customer Success for Aircall's Australian region. Known for her charismatic leadership style and contagious customer empathy, Jas not only excels in her professional endeavors but also manages to balance her career with her role as a devoted mother of two. She serves as an inspiration and model for working mothers everywhere! Prior to her time at Aircall, Jas held leadership roles at Wish, Giver and co-founded Hidden Door Experiences in 2008. With a passion for driving results, a talent for building strong relationships, and a tireless work ethic, Jasmine Gray continues to make a significant impact in the global customer success community, leaving a lasting impression on colleagues and clients alike.
These are her achievements:
Customer Savior: Jasmine has demonstrated exceptional leadership by partnering with global teams (France, US, Sydney - not an easy feat!) and a tech integration partner to design a risk recovery plan. This helped to save a critical account for Aircall. Her personalized and resilient approach, including daily calls with the customer, solidified the relationship and ensured successful project completion.
Revenue Growth Champion: Jasmine fosters a revenue-generating culture within her team. One example is when she identified an upsell opportunity within a growing customer conglomerate. Through collaboration with her CSM and legal teams, she created a win-win scenario, quadrupling the account's ARR while building advocates and establishing a successful land and expand model. Her team's success is further highlighted by consistently achieving the highest Net Retention Rate (NRR) globally.
Cross-Selling Expertise: Jasmine built a successful cross-sell motion by adapting top-of-funnel strategies with a customer-centric approach, prioritizing customer outcomes and long-term value. She shared these strategies with her global counterparts and even influenced the sales organization. This dedication led to her team achieving the highest NRR globally.
Industry Knowledge Sharing: Jasmine actively participates in industry events like The Customer Show to share her expertise on building a customer-centric workforce. She is also a Sydney Chapter Lead for Women of Customer Success where she regularly organises meetups to foster community collaboration and networking within Sydney’s growing CS scene.
Empowering Women in Tech: Jasmine led the GEM program in APAC, fostering meaningful conversations to empower women in the tech industry.
Customer-Centric Leader: Jasmine exemplifies customer empathy. She personally connects with dozens of customers weekly while leading a successful function in the APAC region, serving as a role model for other CS leaders. Her influence extends beyond CS, influencing product and tech teams to embrace a customer-centric culture.
Innovation and Continuous Improvement: Jasmine continuously seeks new ways to drive customer success. This includes initiatives like call blitzes, piloting a digital CS model, and leveraging various partnerships to achieve optimal outcomes. She actively participates in the leadership team, demonstrating a strong alignment with the GTM (Go-To-Market) team.
What her nominator said about her: “Jasmine is the most customer centric person I know. She is an engaging, charismatic and empowering leader.”
Congratulations Jasmine!
