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Promoting From Within: Sammie Stephens

by | Feb 16, 2021

At Capacity, we believe there are no shortcuts on the path to success, and we’re proud to announce that Sammie Stephens started 2021 with a well-deserved promotion. Sammie started working at Capacity back in August 2019 as the Director of Customer Success and was recently promoted to Vice President of Customer Success. 

To congratulate her and celebrate her accomplishments, we asked Sammie a few questions that highlight her experience and future goals as the Vice President of Customer Success. Keep reading to learn more!

Congratulations on your new role as the Vice President of Customer Success! How would you summarize your new responsibilities?

In my new role as the VP of Customer Success, I’ll be scaling our current processes for our customers in 2021. We’ve reached a point where we have to start thinking bigger and more long term, and I’m excited for the opportunity to start rolling out some new processes.

What is a project that you’re most proud of in your last role as the Director of Customer Success? Why?

So far, I’m most proud of building a great team. It’s also been fun working so closely with the Product Team, getting feedback from customers, and influencing the customer road map. Customers can’t believe that we listen to their feedback and implement their suggestions. Building partnerships with the Engineering and Product teams have allowed us to build value that customers have never seen or experienced. 

What are you most excited about in your new role?

I’m excited to see the team keep growing as our revenue and needs evolve. By updating our processes and strategies, we can help our customers with common business challenges and deploy a tool that they can use in their day-to-day.

What’s the next big goal that you plan to achieve in 2021 (inside or outside of work)?

Our company recently challenged everyone to take up a new hobby. Mine is cooking a new recipe at home every week. At the end of the day, I’m really focused on my family, and food is a big part of our family. Even if I’m just making mac and cheese, my kids will make it with me. 

Professionally, my next big goal would be making sure our customers are getting the full value out of our platform. This could look like enabling our customers to get more use out of the platform, introducing new ways to use the product, and doubling down on use cases.

2020 was a year that we focused on building our product, and now it’s important to make sure our customers are using the new features to their fullest.

What originally brought you to Capacity?

I was following Capacity since David announced its launch in 2017. When the timing was right for me, I decided to reach out to recruiting to see if there was a potential fit. After a few conversations, I was able to begin working at Capacity in August 2019.

After a year and a half, I’ve been able to build great relationships with colleagues. Working in the trenches is that much easier because I know the person sitting next to me is putting in the same effort. 

What originally led you to get into customer success?

I originally started in marketing at a previous company, and we were launching a product for customers, but I had the most experience with the product, so I kept being the one customers came to with questions. It was the right place, right time situation and I loved it. Plus I love getting to talk with customers internally. 

What’s your favorite part about working in customer success?

I love being on the frontline of solving business challenges and being a partner to customers. The most fun part of the job is when we’re working as hard as the customer is working to solve business challenges. Fully going in with customers and being their partner instead of a software vendor is the goal because the opportunities become endless.

Capacity is proud to promote our team members to the next level in their career and we look forward to seeing everything that Sammie does in his new role as VP of Customer Success!