We’ve heard of customer-led growth, where you focus on the customer’s needs and experience. But a human-first approach? While these two approaches to business may sound similar, they actually have distinct approaches. 

For Danielle Martin, Senior Customer Success Manager at TryHackMe, striving to be human-first is imperative if you have any sincere interest in customer success. 

To find out more about how you can achieve this, we invited Danielle to come on the CS School podcast and chewed the fat on what it really means to be human-first. 

Got your AirPods ready? You’re going to love this one. 👇

Key talking points

  • What it means to be “human-first”
  • How to advocate a human-first approach internally
  • Resolving conflict by being human-first 
  • The effect of human-first on customers
  • Software solutions to aid a human-first approach
  • Challenges to human-first
  • The difference between sales and customer-led companies


➡️ Attend Customer Success Festival in London on November 29-30, 2023

➡️ Connect with Danielle on LinkedIn to continue the conversation.

➡️ Become leadership certified by taking the Customer Success Leadership Accelerator Program

➡️ Chat with other CSMs in the CSC Slack channel for more tips and tricks.

A little bit about Danielle

Danielle has over a decade of experience in customer relationship management, and with a background in recruitment, sales & HR, she certainly brings a unique perspective to her work. People are well and truly Danielle’s passion, which is compounded by her natural ability to build rapport with them. 

Have something to say?

Do you have a thing or two to say about customer success? Or maybe you want to share your thoughts on the industry, your own career journey, and the tips and tactics that have brought you success. 

Whatever it is, we’re always looking to elevate new stories and tidbits of wisdom on CS School and encourage you to get involved!

A little bit about Vitally

This episode is brought to you by Vitally, the all-in-one customer success platform. Take a qualified demo with the Vitally team, and get a free pair of AirPods.

Vitally maximizes the productivity, visibility, and collaboration of your CS team, helping to increase NRR and streamline operations. With Vitally, your team can focus on the tasks and work that matter while powerful automation takes care of the routine stuff.

See why Vitally is trusted by leading B2B CS teams. 👇