Join us for a thoughtful conversation with Tracy Lane, InnovA’s Customer Success Manager and Employee of the Year 2025. Tracy shares her perspective on what customer success truly means and why human connection outweighs automation in building trust and lasting partnerships. From day-to-day problem-solving to the impact of supportive team culture, Tracy reveals how genuine investment in people shapes both client experience and company resilience. This episode is essential listening for anyone looking to deepen their understanding of authentic service and the value of leading with empathy.

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Chapters
(00:01) Defining Customer Success Beyond Support
(01:47) The Limits of AI Versus Human Connection
(04:08) Daily Practices and Team Collaboration
(07:03) Going Above and Beyond for Customers
(13:53) Building a Supportive Team Culture
(16:44) Personal Resilience and Team Support
(22:59) Human Touch as a Competitive Advantage