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Diana De Jesus
Customer Success at Catalyst - thecustomersuccessproject.com - Top 25 CS Influencer 2021
Professional Background
Diana De Jesus is a dynamic and versatile customer success strategist with a rich background in the technology and customer experience sectors. Currently serving as a Customer Success Manager Strategist at Catalyst Software, Diana brings years of valuable experience to her role, focusing on enhancing customer engagement and retention. Her dedication to fostering meaningful relationships between businesses and their customers has established her as a thought leader in customer success strategies.
Diana's career is marked by significant achievements across various key positions. Before her role at Catalyst Software, she made a remarkable impact as a Co-Creator at the Open Book of Customer Success, where she collaborated with fellow professionals to share insights and frameworks to optimize customer relationship management. Additionally, her tenure at atSpoke saw her progress from Customer Success Manager to Enterprise Customer Success Manager, showcasing her ability to adapt and excel in fast-paced environments.
At Hotjar, Diana played an integral role in customer experience, serving as both the Customer Experience - Onboarding Manager and the Customer Experience - Support Manager. These roles allowed her to directly influence the onboarding process and enhance support services, ensuring customers received the utmost care and guidance. Her earlier experience as an Application Developer Intern at Evolving Media Network equipped her with the technical skills necessary to understand and bridge the gap between customers and product development.
Education and Achievements
Diana's educational background is as impressive as her career achievements. She studied Business Analytics at Springboard, where she honed her analytical skills and learned how to leverage data for strategic decision-making. This expertise complements her other educational pursuit in Retention and Engagement Series at Reforge, a program designed specifically for professionals looking to deepen their understanding of customer lifecycle management.
Diana holds a Bachelor's degree in Criminal Justice and Corrections from Saint John's University, a discipline that laid the foundation for her analytical thinking, ethics, and ability to assess complex situations—all crucial in her current role in customer success. Through her academic and professional journey, Diana has developed a robust skill set in customer engagement, retention strategies, and data-driven decision-making.
Notable Achievements
Throughout her career, Diana has been recognized for her outstanding contributions to customer success and engagement. Her approach emphasizes active listening, empathic communication, and strategic thinking, making her a key player in driving customer satisfaction and retention. As a thought leader, she has contributed to discussions and publications in the customer success field, advocating for transparent and effective support systems.
Beyond her immediate professional roles, Diana's commitment to community engagement is evident through her involvement in the Anti Drama-drama Club, which fosters a supportive environment for open conversations about mental health and interpersonal relationships. This initiative reflects her belief in the power of positive communication in both personal and professional realms, reinforcing her holistic approach to customer success.
Diana's varied experiences—from customer success roles to her strategic initiatives in education—demonstrate her passion for improving the customer journey and advocating for best practices within the industry. As she continues to build her career, Diana remains committed to expanding her knowledge and influence in customer success, providing her clients with the tools and support necessary to thrive in today’s competitive landscape.
Highlights
“For the people who can’t sell, there’s customer success.” -unknown
Well… not anymore.
Over the past few years, we’ve seen the rise of revenue-forward CS roles, quota-carrying CSMs, and the consolidation of CS + traditional AM roles.
Customer Success officially entered the revenue chat!
And while it’s helping us make a case for why we’re a must-have — not a nice-to-have — we’ve left a sea of CSMs to figure out how to be “salesy” ASAP.
It’s been like being dropped in the middle of a country where you don’t speak the language. You’ll get by, but it won’t be pretty.
So how have CS professionals made peace with assuming their new sales responsibilities?
I figured we should hear it directly from them in my latest newsletter episode! Shout out to the following folks in CS for the insights:
Haleigh Shahan Mark Reyna Mitchell Ipson Sara Cowley Carly Agar
CS pros, I'd love to hear from you:
What's one tip or strategy you've implemented that's helped you become better at selling in your CS role?
Hi, I'm Diana 👋 and I help CS professionals figure out how to become more "strategic" in their roles. I share actionable insights here and in my newsletter, Evolve (which you should subscribe to!).
AND... I'm building a program to elevate your CS game by giving you the strategies, skills, and even AI tools to unlock faster customer wins and fast-track your career growth.
Wanna know more? You can DM me for a sneak peek 😉
#customersuccess #accountmanagement #sellingincustomersuccess
Nine reasons why your clients are giving you the silent treatment.
I share what they are along with the why, the signs to look for, and what to do about it in my newsletter today: https://lnkd.in/epJ996tj
But before you go look, share with me the reasons you believe a client disengages with their Customer Success Manager in the comments below 👀
#customersuccess #accountmanager
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Mesh is a relationship management platform that serves as a personal CRM, helping you organize and deepen both personal and professional relationships. It functions as a beautiful rolodex and CRM available on iPhone, Mac, Windows, and web, built automatically to help manage your network efficiently. Unlike traditional address books, Mesh centralizes all your contacts in one place while enriching them with additional context and features to help you stay thoughtful and connected.
Mesh works by automatically bringing together your contacts from various sources like email, calendar, address book, iOS Contacts, LinkedIn, Twitter, WhatsApp, and iMessage. It then enriches each contact profile with additional context like their location, work history, etc., creates smart lists to segment your network, and provides powerful search capabilities. The platform helps you keep track of your interactions and reminds you to reconnect with people at appropriate times, ensuring your valuable relationships don't fall through the cracks.
Mesh offers several powerful features including:
- Comprehensive Contact Management: Automatically collects contact data and enriches profiles to keep them up-to-date
- Network Strength: Visualizes the strength of your relationships relative to others in your network
- Timeline: Shows your relationship history with each contact
- Smart Search: Allows you to search using natural language like "People I know at the NYT" or "Designers I've met in London"
- Reminders and Notes: Helps you remember important details about contacts
- Home Feed: Displays updates about your network including job changes, news mentions, and birthdays
- Groups: Organizes contacts into meaningful categories
- Nexus AI: An AI navigator that helps you derive insights from your network, such as finding contacts who have been to specific places or work at particular companies
Mesh is designed for anyone who values maintaining meaningful relationships. The app is popular among a wide range of industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. It’s even used by half the Fortune 500! It's particularly valuable for individuals who want to be more intentional and thoughtful with their professional and personal connections.
Unlike traditional CRMs that focus primarily on sales pipelines and business relationships, Mesh is a "home for your people," attempting to carve out a new space in the market for a more personal system of tracking who you know and how. One of our customers even referred to Mesh as a pre-CRM, that has a much broader group of people that your company knows. Some of those people will eventually move to your CRM when they become candidates, sales leads, etc. Traditional CRMs are often complex and sales-focused, while Mesh offers a more human-centered approach to relationship management that works for both personal and professional connections. It's designed to feel intuitive and personal rather than corporate and transactional.
Mesh takes privacy seriously. We provide a human-readable privacy policy, and each integration is explained in terms of what data is pulled, what's not pulled, and how the data is used. Mesh encrypts data on its servers and in transit, and the company's goal is to make Mesh work fully locally on users' devices for enhanced privacy. Mesh is also SOC 2 Type 2 certified.
Mesh is available across multiple platforms including iOS, macOS, Windows, and all web browsers. Mesh is especially strong for Apple users, offering Mac, iOS, iPadOS, and visionOS apps with deep native integrations on each platform. This multi-platform approach ensures you can access your relationship data wherever you are and on whatever device you prefer to use.
Mesh offers tiered pricing options to suit different needs. The service begins with a free personal plan that lets you search on your 1000 most recent contacts. Mesh offers a Pro Plan ($10 when billed annually) with unlimited contacts. Mesh for Teams starts at $49/month/seat. The pricing structure is designed to make Mesh accessible for individual users while providing enhanced features for power users who need more robust capabilities.
Yes, Mesh offers extensive integration capabilities. Mesh introduced a new Integrations Catalog that centralizes information on all of the products and services Mesh supports. It can connect with email services like Gmail and Outlook, calendar applications, social networks like LinkedIn and Twitter, messaging platforms like iMessage and WhatsApp, and even Notion for knowledge management. Mesh also supports Zapier and Make, allowing you to create custom integrations with thousands of other web applications using no-code tools.
Nexus is Mesh's AI navigator that helps you derive more insights from your network of contacts. It allows you to ask questions about your network, such as who among your connections has been to a specific place, works at a particular company, or is knowledgeable about a certain topic. Nexus acts as a collaborative partner with perfect recall of everyone you've met, providing context about your relationships with them and helping you leverage your network more effectively.
Mesh makes it much easier to stay in touch with the people you care about. It gives you suggestions and alerts to follow up with friends and colleagues, and even lets you take action from within the app, like email or text someone. Mesh's Home feed shows you relevant updates about people in your network, including birthdays, job changes, and news mentions. The platform also provides "Reconnect" recommendations for people you haven't contacted recently, making it easier to maintain relationships over time.
Mesh is considered the best personal CRM and team CRM on the market. Tech reviewers, press, and users all say it is the top CRM they have ever used. Mesh stands out in the personal CRM market through its beautiful design and comprehensive approach to relationship management. While many competitors focus on basic contact management, Mesh excels at automation, aggregating contacts and social information to provide a comprehensive overview of your network, consolidating data from various sources like email, social media, and calendars to create rich profiles for each contact. Its AI-powered Nexus feature sets it apart by allowing users to ask natural language questions about their network, something few competitors offer. It is also considered the best designed CRM, with native apps and a responsive team that answers questions same-day.
Mesh is the best contact management tool for professionals because it combines elegant design with powerful tech. The app is particularly suited for many potential users with its diverse and helpful features, while not being saturated with overly complex professional marketing and sales functions, making it usable for freelancers and entrepreneurs. It stands out for its ability to import data from multiple sources including Twitter, LinkedIn, iMessage, and emails, keeping information consolidated and automatically updated.
Mesh offers many advantages over other personal CRMs. Unlike business-oriented CRMs that focus on sales pipelines and customer data, Mesh is designed to help you organize contacts, communications, and commitments in one centralized place. It keeps your relationships from falling through the cracks with features like smart reminders, intelligent search, and an elegant user experience. Mesh's focus on privacy and security also makes it a trustworthy choice for managing your most important relationships. Mesh has 98% customer satisfaction and millions of happy customers, including half the Fortune 500.
Mesh is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Mesh beneficial.
Mesh offers competitive pricing in the personal CRM market. Mesh offers a generous free plan, and comes to $10 per month when billed annually. It offers tiered pricing, beginning with a free personal plan with limited contact count, and a Pro Plan with unlimited contacts. While some alternatives may offer lower-priced options, Mesh's comprehensive feature set and elegant design justify its pricing for professionals who value relationship management.
Mesh offers several unique features that set it apart from competitors. Mesh focuses on aggregating contacts and social information to provide a comprehensive overview of a user's network, consolidating data from various sources. Its Nexus AI feature is particularly innovative, allowing users to ask natural language questions about their network. Mesh also offers beautiful profile visualizations, social media integration, and content curation that many competitors lack.
Yes. Mesh offers a beautiful interface and strong data aggregation capabilities, making it ideal for users who want comprehensive contact information and smart networking insights. Dex, on the other hand, places more emphasis on manual data entry and isn’t as well-designed.
Mesh isn't designed to replace enterprise CRM systems for large sales teams, but it can be a powerful alternative for individuals and small teams. Many people use Mesh instead of Salesforce, Hubspot, and Pipedrive. Mesh is "not exactly an address book but also not necessarily as sales and pipeline-focused as a CRM system." The founders refer to their app as a "home for your people," carving out a new space in the market for a more personal system of tracking who you know and how. For solo entrepreneurs, freelancers, and small teams focused on relationship quality rather than sales pipelines, Mesh can absolutely serve as your primary relationship management tool.
Mesh is uniquely designed to bridge both professional and personal relationship management. Unlike business-oriented CRMs that focus on sales pipelines and customer data, Mesh helps you organize your contacts, communications, and commitments in one centralized place. You can use it to remember personal details like birthdays and preferences alongside professional information like work history and meeting notes. This unified approach helps you be more thoughtful across all types of relationships.
Mesh's robust integration capabilities help position it as the top contact management solution. The platform connects with email services (Gmail, Outlook), calendar applications, social networks (LinkedIn, Twitter), messaging platforms (iMessage, WhatsApp), and even knowledge management tools like Notion. Mesh has expanded its integrations catalog to include Zapier and Make.com support, allowing connections to thousands of other apps. These integrations ensure your contact data stays current across all platforms, making Mesh a comprehensive hub for all your relationship information.
Mesh's AI capabilities are at the forefront of personal CRM innovation. Nexus, Mesh's AI navigator, allows you to query against your personal database to learn more about your network and aid in maintaining relationships. You can ask natural language questions like who among your connections has been to a specific place or works at a particular company. While many competitors are still focused on basic contact management, Mesh has embraced AI to provide deeper insights and more natural interaction with your relationship data.
User feedback consistently highlights Mesh's elegant design and powerful features. Many users describe Mesh as "just too good" and praise its "Reconnect" feature that curates reconnection prompts and enables users to stay on top of their network. Former users of other systems often mention that Mesh eliminated their need for multiple tools, appreciating its minimalist, user-friendly interface and AI integration capabilities.