Beyond the Job Description: Career Growth in Digital CS with Stephanie Blair | Episode 101

Today I’m joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You’ll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business.

We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals.

If you’re exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer.

Housekeeping: I’ll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://digitalcustomersuccess.com/masterclass/ to be first in line.