Embracing Change and Human Connection in Customer Success: A Conversation with Srajan Bhagat
Sometimes, the most significant lessons in our careers come from the unexpected turns we take. My recent conversation with Srajan Bhagat, a Senior Customer Success Manager at Placer, reminded me of this. Srajan's path into customer success wasn’t straightforward—he started in environmental science and civic work before transitioning to the tech industry. His journey highlights the power of human connection, the importance of transparency, and how staying true to your values can shape your career in profound ways.
If you’ve ever wondered how to navigate the challenges of customer success, balance empathy with business goals, and thrive in a fast-evolving industry, Srajan’s story is full of insights that will inspire you.
1. Human Connection Is at the Core of Customer Success
One of the most striking parts of our conversation was Srajan’s focus on the human element in customer success. While many tech companies emphasize data and product features, Srajan reminded me that customer success is ultimately about people. It’s about understanding the customer’s unique needs, building relationships, and creating trust.
"At the end of the day, it’s human to human. You have to understand your customer’s world, be an extension of their team, and build that relationship based on trust."
— Srajan
This really resonated with me. No matter how advanced a product gets, the human connection is irreplaceable. Srajan emphasized that customers don’t want to feel like just another ID in a CRM—they want to know that you see them and care about their success.
2. Transparency Drives Long-Term Success
We also discussed the importance of transparency, both internally within teams and externally with customers. Srajan’s experience has shown that the companies that prioritize transparency—whether it’s about product development or decision-making—tend to have stronger relationships with their customers.
"It’s not just about the product. It’s about being honest about what’s happening behind the scenes, why decisions are made, and how those decisions impact the customer."
— Srajan
This reminded me of how vital it is for leaders to foster open communication. When we hide information or fail to share the reasoning behind changes, we lose the opportunity to build trust. Customers are more likely to stick with you when they feel like they’re part of the process, not left in the dark.
3. Adapting to Change with Curiosity and Resilience
Srajan’s journey from environmental science to tech is a testament to the power of adaptability. He didn’t plan on working in customer success, but his curiosity and willingness to explore new fields opened doors he never expected. As he transitioned into customer success, he found himself learning on the job and building skills that would later shape his leadership style.
"I stumbled into customer success, but it was curiosity and wanting to understand what customers need that made it stick."
— Srajan
This idea of embracing change and remaining curious is crucial in today’s fast-paced world. Whether you’re switching industries or just trying to stay ahead in your current role, being open to new challenges can lead to opportunities you never imagined.
4. The Role of Empathy in Leadership
One of the things I admire most about Srajan is his focus on empathy in leadership. As he moved into leadership roles, he realized that leading a team wasn’t just about managing tasks—it was about creating a safe space where people feel supported. He believes that when you prioritize empathy, your team will perform better because they know they can rely on you.
"Empathy isn’t just for customers—it’s for your team too. They need to feel safe to share their challenges and know that you’ve got their back."
— Srajan
For anyone stepping into a leadership role, this is invaluable advice. Empathy builds trust, and trust is the foundation of any successful team.
5. Success is Built on Collaboration, Not Competition
Throughout our conversation, Srajan emphasized the importance of collaboration over competition. He shared how working in startups has shown him that the best results come when teams collaborate across departments. Instead of creating silos, it’s essential to break down barriers and work together to solve problems.
"Whether it’s product, customer success, or sales, we’re all working toward the same goal. Collaboration is key to driving real impact."
— Srajan
This collaborative mindset is something I strive for as well. When teams work together, we not only create better solutions for our customers, but we also build a culture of support and innovation within the company.
Key Takeaways:
Human Connection is Key – Building genuine relationships with your customers is crucial for long-term success.
Transparency Builds Trust – Open communication with customers and your team fosters stronger, more trusting relationships.
Adaptability Opens Doors – Embrace change and remain curious about new opportunities. You never know where it might lead.
Lead with Empathy – Support your team by creating a safe, empathetic environment where they can thrive.
Collaboration Over Competition – Work across teams to create the best possible outcomes for your customers and your business.
Conclusion: My conversation with Srajan was a powerful reminder of why I love customer success. It’s not just about metrics and outcomes—it’s about people. Whether you’re managing a small startup or a large-scale operation, the principles of empathy, transparency, and collaboration will always hold true.
If you’re in customer success or any customer-facing role, or even if you’re navigating leadership challenges, there’s so much to learn from Srajan’s journey. His ability to adapt, connect, and lead with empathy is something we can all strive for in our careers.
