Page 46 - AdNews Mar-Apr 2021

Meet the Team
BRIDIE EASTON•VP GLOBAL CUSTOMER SUCCESS
All things customer experience and success. As with most customer success teams,
we’re dedicated to helping our customers achieve their goals with Outfit. My role involves
working strategically to increase customer ROI and engagement,
focusing on retention, expansion and contraction.
What does a day in the customer success team look like?
Our CSM’s are multitaskers at heart. Working fluidly between our product, customer delivery,
marketing and sales teams, acting as the voice of the customer. My team manages all aspects of the customer lifecycle with Outfit.
This includes engaging with customers through face-to-face meetings, conferencing calls, on- boarding and training, strategy and
governance sessions and renewal discussions. At a high level, our CSM’s are working towards KPIs and critical goals of retention and expansion, customer health and Outfit product usage.
What’s the best part about
your role?
Gosh, this is a hard question!
I started my career in hospitality and marketing so people have always been at the heart of what I’ve wanted to do. So at the risk of sounding predictable, the team and our fantastic customers are honestly one of the best parts of my role. This, and the extremely exciting industry I get to work in every day. The way marketing
is changing with technology
and how this shapes the way we service big brands to achieve their goals. Seeing customers, ideas
come to life, and making their teams more productive also feels pretty great!
Biggest achievement in your career so far?
I started working young, at 13 and dropped out of high school not long after. This gave me amazing insight and understanding of the world, which has absolutely helped me get where I am. I think, in general, my biggest achievement is my ambition and drive to achieve more than
I knew possible. This has landed me in some fantastic roles, allowed me to travel and live overseas, but working at Outfit, and what I have helped the company achieve, is 100 per cent my biggest achievement to date. I love startups, the energy they bring, and seeing Outfit grow into a scale-up, going from strength to strength makes me incredibly proud.
ANDY FITZSIMON•VP OF STRATEGY AND INNOVATION
Qualifying the big leaps for Outfit; owning the risk and removing roadblocks for our talented teams. The innovation team does greenfield R&D
with new products, while I also perform a strategic advisory role. With the fortune of being Outfit’s first customer, I keep the focus on what it takes to make brands successful.
Tell us more about the new product Outfit is launching. Make.cm is taking the power of Outfit directly to applications and digital experiences.
We host an API for software creators to generate the highest
quality artwork from their web content. Make.cm is what every developer would want to build if they had more time to focus on asset quality and ease so we made it for them.
What’s the biggest challenge
in your role?
Serving our customers’ own applications with the same obsession we give to our customers’ stakeholders. The world is becoming code yet visual tools remain what brands use to transact with people. When your services must operate without friction across “people and process” as well as
“software and intelligence”, you have to take a holistic approach. Hosting a great ecosystem that can be many things to many kinds of workloads; Outfit remains ready for challenges as diverse as the brands we serve.
Words of advice for someone wanting a job like yours?
You don’t have to have lived your ideal customer’s role but you must empathise with them. Knowing how to code is an advantage, so
is knowing productivity friction first-hand — never pretend a skill or experience is beyond you. Do the work, show the work and get ready to optimise with talented people.
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