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Foxes hero, rank 8 of 8

Emma Rossi

LeadLow energy with high workload

Customer Success Lead · Support · joined Aug 3, 2024

Energy Engagement Workload Last check-in: Jun 27, 2026
Customer empathyDe-escalationProcess design
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Summary

The team's safety net. Deep customer empathy, calm under pressure, and the longest institutional memory on the team.

Current focus: Scaling CS playbooks before the enterprise launch

1:1 cadence

Last 1:1: Jun 27, 2026 7 days ago

Topics for next 1:1

  • Backfill req status — finance answer
  • Recovery plan: what does week one look like?

Open follow-ups

  • Send backfill req to financeyou
  • Hand off tier-1 escalations to two seniorsthem
  • Daily workload check-in this weekyou

Career snapshot

Goal: Head of Customer Success as the team scales

Next step: Shift from firefighting to coaching: delegate tier-1 escalations fully

Energy 2 / workload 5 for two check-ins in a row — needs real relief, not encouragement. Discussing backfill hire.

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