143 - The Power of Layers: Building Bridges, Understanding Finance, AI & All That Jazz

Episode notes

Text us your questions and thoughts! We’re excited to welcome Kelley Turner, whose journey from financial controller to SVP, Global Customer Success at Vitally, defies the traditional career ladder. As she reveals, "My career looked like a squiggle until it all made sense," suggesting that non-linear paths often lead to the richest skill combinations in customer success. Drawing from her finance background, Kelley shares how understanding the business mechanics - tracing a dollar from lead acquisition through revenue recognition - equips CSMs with the authority needed to advocate effectively for customers. This financial fluency transforms both customer conversations and internal business cases.

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