How Our Head of Customer Success Keeps Projects On Track
This article features an interview with Sonia Gannon, Head of Customer Success at Aetopia, discussing her approach to managing complex Digital Asset Management system implementations.
Role Description
Sonia's responsibilities span the entire customer lifecycle, from initial onboarding through post-launch support. She leads requirements workshops, configures systems, coordinates with technical teams, and conducts user training. Her focus remains on enabling customers to leverage the platform fully.
Success Strategy
Three critical factors emerge:
- Communication — Maintaining constant contact across internal teams and with clients to prevent issues from slipping through gaps.
- Clear Terminology — Using consistent language across all stakeholders to avoid confusion.
- Proactive Problem-Solving — Regular internal check-ins and client updates keep all parties informed of progress and potential roadblocks.
Handling Complexity
Sonia views challenges positively, whether managing small organisations with minimal procedures or large enterprises with extensive documentation requirements. She frames these as learning opportunities rather than obstacles.
Notable Project
The team successfully implemented a bespoke feature for a client from an unfamiliar industry while managing substantial metadata imports. The approach included sample data testing to help clients visualise solutions before full implementation.
What Drives Her
Sonia emphasises that relationships—with customers, her team, and colleagues—form the core of her satisfaction in the role.
