How to Get Promoted as a CSM
How to Get Promoted as a CSM
How to Get Promoted as a CSM
How to Get Promoted as a CSM
With the growth of Customer Success, you're naturally thinking about being promoted or taking on more responsibility. Usually this means a change in title, a bigger salary and more responsibility.
But getting promoted takes a lot more than doing your job well. Therefore, we invite you to listen to Maddie Schneeman, Sr. Manager of Customer Success at G2, and Laura Heijink, Manager of Customer Success at Planhat as they share their experiences and best practices on how to get promoted and reach career goals.
They discuss: what being promoted actually means, the importance of the growth mindset, tips for navigating your customer success career.
Gurprem is a customer success operations leader with over 10 years of experience in enterprise SaaS, spanning both frontline CS and systems strategy. At Planhat, where he has spent the past five years, he leads global CS operations—owning internal processes, tooling, and data flows to drive efficiency and revenue alignment. He previously served as a Customer Success Manager, a role for which he earnt the CSM of the Year award in 2023. Before Planhat, Gurprem spent over three years at Box, where he advanced through analyst and manager roles focused on expansion, customer ROI, and operational scale.
Maddie Schneeman
Customer Success Manager, Data Cloud
Salesforce
Maddie is a seasoned customer success leader with over 10 years of experience across post-sales growth, implementation, and enterprise account strategy. She currently serves as Customer Success Manager for Data Cloud at Salesforce, where she supports complex enterprise customers navigating data transformation at scale. Prior to Salesforce, Maddie spent nearly six years at G2, where she led and scaled the EMEA Customer Success organization—rising from G2’s first CS hire in the region to Director of Customer Success. Her background spans both technical and strategic delivery, shaped by early roles in consulting and enterprise health tech.
Laura Heijink
Customer Director, EMEA
Planhat
Laura is a Customer Director at Planhat, having contributing across multiple customer success roles over the past 4 years. With over a decade of experience spanning SaaS, EdTech, TravelTech, and entrepreneurship, she brings a uniquely versatile perspective to customer engagement and team leadership. Prior to joining Planhat, Laura co-founded a HRTech startup, led success and account management functions at HotelMap, and scaled business development for fast-growth EdTech venture BridgeU. Her cross-functional background has shaped a strategic and adaptable leadership style, grounded in commercial empathy and operational impact.
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
Customers
© 2025 Planhat AB
