Marta Montero, leading customer success for Gatekeeper in North America and APAC, shares her journey from archaeology to tech. With 10 years in customer success, she highlights the industry’s evolution from product-focused to outcome-driven strategies.
Montero emphasizes the need for customer success to focus on change management and people skills, separate from technical roles. She advocates for the COLTS framework (Communicate, Observe, Listen, Train, Share, Celebrate) for customer engagement and stresses the importance of leaders engaging directly with customers.
Montero also notes regional differences in customer success approaches and defines success as a blend of business consulting and change management, aimed at helping customers achieve their goals. Her insights are invaluable for professionals in adapting and succeeding in customer success roles.

LinkedIn:
https://ca.linkedin.com/in/martamontero

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