In this episode, we explore how to go beyond the label of "technical expert" and become a trusted advisor. Glenn dives into his journey from customer service to solutions engineering, highlighting how listening, trust, and accountability transform customer relationships. From data security to communication under pressure—this conversation is a blueprint for anyone in customer-facing or technical roles.



🔑 Topics Covered:

• Balancing technical skills with human connection

• Turning around difficult customer relationships

• Why data security and governance matter

• Communicating with honesty and transparency

• Defining customer success beyond renewals

• Career advice for aspiring customer success leaders



🗣 Sound Bites to Remember:

“Stop talking and listen.”

“It’s okay to be truthful.”

“Be the person they trust.”



📌 Chapters:

00:00 – Intro: Meet Glenn May

02:04 – The Evolution of a Tech Professional

04:34 – Balancing Expertise & Relationships

06:01 – Turning Around Challenged Accounts

09:33 – Defining Real Customer Success

12:51 – Listening to Understand

19:06 – The Role of Data Security & Governance

23:59 – Advice for Tech Professionals

27:39 – Learning from Mistakes

33:53 – Career Growth & Final Thoughts



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