Why working with clients excites Sr. Customer Success Manager David Fine
Employee Spotlight is a series meant to surface stories of the amazing individuals behind our omnichannel personalization platform. This month meet David, a New York City-based Senior Customer Success Manager.
Employee Spotlight is a Dynamic Yield blog series meant to surface stories of the amazing individuals behind our AI-powered Personalization Anywhere™ platform. From developers and engineers to marketers, those dedicated to customer success, sales leaders, HR representatives and beyond, every month, we’ll get to the heart of our team so you can get to know us a little bit better and find out what makes us tick.
This month, meet David Fine. David has been with us for about three years now and is based out of our office in New York City. He started as a Customer Success Manager, then made his way up to Senior Customer Success Manager where he provides strategic and technical guidance to Dynamic Yield customers.
Let’s learn more about him…
What is your role at Dynamic Yield? What does your day-to-day look like?
I began as a Customer Success Manager (CSM) here at Dynamic Yield and became a Senior Customer Success Manager in January 2018, and I’ve been in this current role for about a year and a half now.
My day-to-day involves a variety of different tasks, each related to making sure our customers are serviced from both a strategic and technical perspective within the Dynamic Yield platform. This ranges from anything from giving a presentation to a C-level executive at one of our client’s companies to hopping on the phone with a product manager to explain why a specific component of Dynamic Yield will help power an initiative they are kicking off. My role also involves a decent amount of travel, and when possible, hosting our customers in the office for in-person training sessions and workshops.
What led you to Dynamic Yield and the Customer Success team?
I was looking for a role at a New York-based company that was data-oriented and had a growth mentality. I was also looking to build off my experience in product management and operations at my previous company with a client-facing position where I could work directly with customers on a daily basis, and Dynamic Yield ticked off all of these boxes. But the best indicator that it was the right fit became apparent when I walked into the office — the energy in the building and the collaborative sense of teamwork is what really drew me in.
What do you think makes a great Customer Success Manager?
To be a strong Customer Success Manager, you have to really understand the platform that you are providing strategic guidance on — both the philosophy of why the platform exists, as well as the technicalities of how to execute within the platform. You then need to be able to synthesize that understanding to guide your customers through the various business challenges they are facing. Clients look to CSMs for strategic guidance and support, and in order to truly excel in this role, you need to be dedicated to helping them actualize their vision for success and achieve their goals using the platform they were drawn to in the first place.
What’s the most exciting aspect of working with customers on a daily basis?
The most exciting part is when you work with a customer on a strategic initiative that you created and executed together that ultimately drives success.
Who and/or what has contributed to your success during your time at Dynamic Yield? How has it left a lasting impact?
Our entire team is really strong. One of the things I love the most about Dynamic Yield is our ability to lean on each other. There’s no hesitancy to go to another team member about a specific question or problem. We pick each other’s brains and tap into everyone’s unique areas of expertise to assess and solve challenges.
In addition, the executive team is really attentive to everyone’s personal and career growth. Everyone from Liad (CEO), Oded (VP of Customer Success), Idan (Director of Customer Success Strategy) and Ben Malki (Director of Customer Success) have all played an integral role in my success here.
What has been your proudest moment or accomplishment during your time at Dynamic Yield?
The thing that I treasure the most in my position is the opportunity to mentor the less-tenured CSMs that are constantly joining the company to service our always-growing cohort of clients. This typically means being able to show them the ropes and guide them through how things work at Dynamic Yield and how things work on the Customer Success team. On the other hand, I’m constantly learning from them as well because each person that joins our team comes with previous experiences, a unique outlook on our business, and a fresh perspective on how to execute the role of a CSM.
David with members of the Marketing team during the office’s Pizza Tour of NYC.
How do you spend your time outside of the office?
I volunteer at a couple of nonprofit organizations and foundations that do interesting work around some of the issues that I care about and that are important to me. In addition, I love hosting people at my home for Shabbat dinners. I’m always trying to invite a mix of different people so we can have interesting conversations about politics, stories, and events that are going on around the world and outside of work.
What’s something you hope to accomplish down the road in your career?
One of the reasons why I wanted to join the Customer Success (CS) team was because it has a foot in the product world, which is where my heart has always been, as well as to hone my client-facing skills. I’ve always been interested in product development at technology companies, and as I’ve grown more senior in my department, I’ve been able to provide more input into the Product department. So I think if I eventually decide that I want to move on from Customer Success, the opportunity to work on the Product team would be a great next step. I do have to add a caveat: the CS team is such an exciting department with great executive leadership and making a move like this is not the norm. Customer Success is a department where there are enough growth opportunities that I foresee many people building solid, fruitful long-term careers here.
If you want to learn more about David or ask him any questions about what it’s like to work on the Customer Success team here at Dynamic Yield, connect with him on LinkedIn. And make sure to check out our open roles!