2024 transformed customer success, showcasing remarkable innovation across the global CS community.

Customer Success Collective proudly presents the visionaries to watch in 2025 – the practitioners who've elevated customer success through groundbreaking approaches and community leadership.

These forward-thinking experts are redefining customer engagement, from retention specialists to journey innovators, all setting new industry standards through their pioneering work.

Our spotlight features insights from these leaders, revealing their experiences and predictions for the CS function's future.

How we selected our leaders

Based on community nominations and contributions, our team carefully curated this list of rising stars, thought leaders, and industry pioneers who represent the extraordinary talent shaping customer success today and its trajectory for 2025.

Kimberly Ayala, Director of Customer Success (North & South America) at Akeneo
With 15+ years of experience working with Fortune 100 enterprises, Kimberly has built a career in driving customer growth, retention, and measurable success. From advising organizations on software adoption to leading world-class CSM teams, Kimberly is passionate about instilling trust, value, and strategic excellence. Now leading a high-impact CS team at Akeneo, Kimberly is focused on setting the gold standard – where customer success isn’t just a function but a driving force for business impact. Podcast guest, course advisor and community champion, Kimberly is a shining beacon in the world of collaboration and knowledge-sharing.

Emily Brennan, Senior Director, Customer Experience Design at Infor
Emily brings 15+ years of experience across Fortune 100 and high-growth SaaS companies transforming customer challenges into actionable strategies that drive growth and retention. Currently leading CX Design at Infor, Emily has a proven track record of driving transformation across customer success, support, and product strategy and operations. Her initiatives at Cisco Webex included AI-driven customer journeys for rapid adoption at scale, while her innovations at RingCentral boosted ARR and NPS.

Chinelo Diejomaoh, Adoption Customer Success Manager at HiBob
Champions of customer success don’t come truer than Chinelo, who’s always ensuring her customers are always at the heart of every decision. And she’s not just about solving challenges – she builds lasting partnerships, drives impact, and elevates those around her. A passionate mentor and advocate, Chinelo is dedicated to empowering the next generation of CS professionals. Keep an eye on Chinelo in 2025 as she continues to inspire, innovate, and shape the future of customer success.

Rafael Escaño Marin, Senior Manager, Customer Success at Salesforce
Rafael is at the forefront of Spain’s customer success transformation, leading a thriving community as the role gains momentum in the region. With 20+ years in IT – spanning CS, professional services, and service delivery – he’s a business outcomes-driven leader dedicated to optimizing customer experiences. Beyond his professional impact, Rafa is a passionate mentor, empowering CS professionals to excel. His expertise in global resource management and strategic execution, paired with a “can-do” mindset, makes him a driving force in shaping the future of CS in Spain.

Madison Hall, Director of Customer Success at RingCentral
2025 looks a whole lot brighter with Madison in the mix, who’s redefining customer success through strategy, empathy, and operational excellence. Madison has led a dramatic NPS turnaround from -5 to +30 in three quarters and transformed underperforming teams into high-impact, customer-first organizations. But beyond metrics, Madison is fundamentally a dedicated mentor and leader, fostering collaboration across teams to drive customer loyalty. Her ability to navigate complex challenges and elevate both customers and colleagues makes her a standout in the evolving CS landscape.

Andreja Mrzel, Director, Digital Customer Success (Global) at BlackLine
Andreja blends expertise in finance, risk management, and customer experience to drive digital transformation at BlackLine. She is passionate about integrating technology with a human touch, ensuring innovation enhances, rather than replaces, personal connection. A dynamic speaker and lifelong learner, Andreja is always seeking new ways to evolve and empower others. Her ability to balance creativity and technology makes her a standout voice in the ever-changing world of digital customer experience.

Raymond Otero, Director, Global Customer Experience at Microsoft
Ray has a strategic vision centered on driving transformative experiences and fostering executive-level customer success. With over 27 years of experience, Ray excels in guiding strategic partners across various verticals through their digital transformation journeys. Armed with comprehensive business and technical acumen, Ray provides strategic advisory services that incorporate industry-leading practices from the world's largest organizations. His passion for cloud advisory and strategy, end-user computing, mobility, cloud fluency, and leadership is informed by his diverse leadership roles, experience as a US Air Force veteran, and skills as a public speaker and organizational enabler.

Jasmine Reynolds, Enterprise Customer Success Manager at Appfire Flow
Jasmine is an absolute powerhouse in customer success, driving impactful outcomes and scaling success through innovative strategies. With two decades of experience in Life Sciences and SaaS, she has led enterprise accounts to measurable growth, securing expansions, rescuing churn risks, and elevating engagement. Beyond her work with customers, Jasmine is a recognized thought leader and advocate for frontline CS professionals. She has taken the stage at industry conferences, championing growth-driven transformation and operational scalability. A true leader in the space, Jasmine is shaping the future of CS – one strategic partnership at a time.

Tonya Seibert, Director of Customer Experience Lifecycle at Infor
Tonya is redefining digital customer success, driving scalable engagement strategies that enhance adoption, retention, and value realization. With 15+ years of expertise in CX, she blends automation, data-driven insights, and self-service innovation to craft seamless, data-powered customer journeys. At Infor, Workday, and Oracle, she has launched programs that increased feature usage by 30% and influenced millions in ARR. A true innovator, Tonya breaks down silos, optimizes digital touchpoints, and ensures customers thrive—on their terms, at their pace. As the CS field embraces digital transformation, Tonya is setting the standard for what’s next.

Stijn Smet, Head of Customer Success at Whale
Stino is not your typical Head of Customer Success – he’s a mentor, a cheerleader, and a rule-breaker on a mission to reshape the CS landscape. Passionately committed to bringing a bold energy to every customer interaction, blending strategy with authenticity. As host of the We F*cked Up So You Don’t Have To podcast, Stino shares candid lessons from his journey – failures and all – to uplift others in the industry. His passion for mentorship, inclusivity, and shaking up the status quo defines his leadership.

Lizzie Wodrig, Senior Customer Success Manager at Carnegie Learning
Lizzie is truly making waves in customer success. As a Senior CSM, she has transformed the pilot process, ensuring seamless experiences for both customers and internal teams. A true cross-functional collaborator, Lizzie partners with sales, product, and professional learning teams to align priorities and proactively address customer needs. Her ability to bridge gaps and champion the customer voice has set a new standard for excellence. Beyond delivering results, Lizzie’s positivity and leadership inspire those around her. She’s not just making an impact – she’s shaping the future of customer success.

We're incredibly grateful to all who participated in the voting – you've helped us identify the true trailblazers in customer success.

These exceptional professionals are delivering outstanding results through cutting-edge strategies, fresh perspectives, and valuable insights that are genuinely transforming this remarkable field.

A heartfelt congratulations to every leader who's creating an impact and advancing the mission we're all rallied around... our customers' success.