The client 

Customer Success Manager 

The challenge  

The client is an ambitious, driven and naturally collaborative leader, who enjoys being part of a team. She had just taken a big step up to join a fast-paced, start-up transport tech company characterised by its lean team and constant change, high pressure, long hours and urgent deadlines. She wanted to make a success of her role, reduce anxiety and imposter syndrome, and take a more conscious approach to building her career strategically without stagnating, in line with her clearly-defined ambitions. 

Coaching goals  

• Set clear focus and priorities to deliver targets effectively in a demanding, fast-paced culture 

• Strengthen communication – build assertiveness, articulate her position and develop comfort with disagreement and conflict  

• Establish professional boundaries including people pleasing, perfectionism and work-life balance 

• Reduce stress, pressure and feelings of guilt, often self-inflicted 

• Secure a pay rise in six months 

Solution 

The coaching engagement began with an in-depth discovery followed by bi-weekly sessions. After six months the sessions were reduced to monthly, often to address a specific issue or situation she was facing.  

 The sessions were designed to deliver support and clarity in key areas of her role, including: 

• Supporting her relationship and communication with the CEO 

• Helping her to prioritise and manage her workload  

• Working with her to build intentional behaviour 

• Processing stress and anxiety and implementing actionable solutions  

We also worked together to acknowledge her achievements and observe her professional development as she grew in maturity and experience. 

Impact  

Following our work together, the client: 

• Achieved pay rise and promotion and, after 18 months, a new role 

• Built strong, close relationships with the CEO and the wider team in a challenging fast-paced start-up culture 

• Developed skills as a natural leader and team player building trust and credibility 

• Developed intentional awareness of her boundaries to support her goals  

• Learnt to manage complex situations pragmatically letting go of perfection 

Testimonial

Sophie has really helped be a voice of reason and someone neutral I can go to help me not only decide how I want to shape my career, but also how I can communicate more effectively to my internal stakeholders and customers in a new start-up world. I would recommend Sophie to anyone who is looking to reduce their anxiety in the workplace and accelerate their career to achieve your personal and professional goals.