Today, we’re excited to spotlight Lauren Palmer, who has been with Total Synergy for six years as a CSM.

What’s one thing you wish more people understood about the role of Customer Success?

It’s not just about working with customers—it’s about working with everyone across the business. Communication with internal teams, like onboarding, support, and product, is so important. By understanding their priorities and aligning them with our own, we can work together to provide the best possible experience for our customers.

What do you find most rewarding about working with our customers?

Our customers are incredibly engaged and invested in the product. Many of them have been with me since I started six years ago, and it’s amazing to see how much they care about not only using the product but also contributing to our position in the industry. That level of involvement and connection is really special.

What’s a memorable moment or success story you’ve had with a customer?

One that stands out was working with a customer transitioning from our desktop product to our cloud product. Change management can be tough, especially when it involves such a big shift. We worked hand-in-hand with them to not only make the transition smooth but also help them see the real value of moving to the cloud. It was rewarding to see their success in embracing the new system.

If you could have an extensive collection of something, what would it be?

Books. I’ve always dreamed of having a grand library like the one in Beauty and the Beast—walls lined with books.

What’s a skill or quality that you think is essential for someone in Customer Success?

Empathy. For me, it’s about approaching every customer interaction with understanding and care, whether I’m helping a new user or supporting a long-time client. Every request matters, and showing empathy helps build trust and find the best way forward.

If you could go back in time and give your past self one piece of career advice, what would it be?

Have more faith in yourself. Most people don’t know exactly what they’re doing—you learn as you go. Trust your ability to figure things out.

What’s your favorite way to spend a day off?

Lying on the couch and watching lots of reality TV. It’s the perfect way to relax and recharge.

Our customers inspire us daily, and our Customer Success team works hard to ensure they reach their goals. With a focus on empathy, collaboration, and genuine care, we’re proud of the strong partnerships we’ve built.

Want to join this incredible team?

Take a look at our open roles.

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Today, we’re spotlighting Julian, an Account Executive who has been part of the Total Synergy team for five years.

What’s your favorite part about being on this sales team?

I love the amount of time I get to spend with our clients. These are incredibly smart, driven people who are passionate about their work. By default, I’ve picked up so much insight into the challenges they face and what makes their architecture and engineering businesses tick. It’s rewarding to have those in-depth conversations and learn from them. Those in-depth conversations not only help me grow professionally but also make my role incredibly rewarding.

What makes the sales team at Total Synergy unique in connecting with and supporting customers?

It’s the people on our team. We genuinely care about giving our clients a great experience, and that comes through in everything we do. We’re honest, straightforward, and focused on building trust. If a customer walks away feeling they’ve been supported and understood, they often tell others, which is the ultimate compliment. Our goal is never to mislead or oversell—we want to build lasting relationships where both sides feel great about the outcome.

What advice would you give to someone starting a sales career?

Find what motivates you. For many, it’s money, but that alone won’t sustain you. You need something else—maybe it’s the intellectual challenge or believing in what you’re selling. If you’re not passionate about the product or its value, it’s worth putting in the effort to find something that truly fits.

How do you define success in your role, both for yourself and for your clients?

For me, the ultimate form of success is when clients become advocates for us. When someone refers us to a colleague or shares their positive experience, it shows we’ve done more than just sell a product—we’ve built trust and delivered real value. That kind of advocacy creates a ripple effect. Seeing those long-term, relationship-driven results is what makes this role fulfilling.

What’s your process for understanding a client’s unique needs and building tailored solutions?

It all starts with listening. The more I listen, the more meaningful and impactful the solutions I can deliver. Our clients are incredibly smart and have a deep understanding of their challenges. My role is to take the time to fully grasp those challenges, respect the expertise they bring to the table, and guide them toward solutions that truly fit their needs—including options they might not have explored yet. By really listening and offering tailored tools and insights, I can help simplify their processes and set them up for success, not just now but in the long run.

What’s one thing every architecture and engineering professional should know about our solution?

We’re specialists. Our platform is designed specifically for their industry, and our customers are at the heart of our development process. The problems we solve are unique to architecture and engineering, and that expertise sets us apart.

If you weren’t in sales, what career or field would you pursue?

I’d probably pursue carpentry or landscaping. I’ve always had a passion for working outdoors. There’s something incredibly rewarding about building or shaping something from the ground up.

What does your usual weekend look like?

I spend most weekends with my wife and son. We often visit family on the South Coast, explore parks, and enjoy the outdoors together. It’s all about good quality time.

Architects and engineers inspire us every day, and our sales team is here to help them achieve amazing things. With a focus on understanding, trust, and value, we’re proud of the impact we make together. Want to join this incredible team? Take a look at our open roles.

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Today, we’re shining the spotlight on one of our talented CSMs, Monika Da Silva.

What’s a common misconception about customer success, and how does your team challenge that perception? 

I consider myself a spokesperson for our customers, advocating for their needs and ensuring their voices are heard within the business. During customer calls, I’ll go over what’s working, address any outstanding issues, and provide actionable next steps. It’s about being proactive, not reactive, and helping customers plan for their long-term goals.

How do you measure success for both yourself and your customers? 

For me, success is about helping customers achieve their goals, whether it’s streamlining processes or reaching a major milestone. It’s also about building strong relationships. When customers trust me and feel comfortable sharing their challenges, I know I’m making a real impact. That trust allows me to better support them and foster a true partnership every step of the way.

If you could instantly master any skill, what would it be and why? 

I’d love to instantly speak every language. While music, food, and drink bring people together, language is the ultimate bridge. The ability to communicate with anyone, anywhere, would create instant connections.

How do you unwind or recharge after a busy day of supporting customers? 

It depends on my mood, but I often find myself playing Animal Crossing on my Nintendo Switch. It’s such a relaxing way to decompress after a busy day. There’s something about its simplicity that really helps me recharge.

What’s the best career or life advice you’ve ever received? 

My grandma always said, “Do your best and don’t make a mess”. It’s simple but so meaningful. I carry that advice into everything I do—whether it’s in my personal life or at work.

In your opinion, what makes the customer success team at Total Synergy stand out in the industry? 

Our support is incredible. We’re personable, not robots, and we genuinely care about our customers’ success. I’ve had customers tell me, “Even if the product wasn’t perfect, I’d stay because of the support”. That’s the kind of impact we strive for every day.

If you could summarize our customer success philosophy in three words, what would they be? 

Honest. Care. Diverse.

Our team is filled with people who have unique knowledge and skills, and together we make sure our customers feel fully supported.

What’s one piece of positive feedback from a customer that’s stuck with you, and why was it meaningful?

A customer once told me, “I know you’re not just trying to hit a KPI”. That meant so much to me because it validated that I’m not just here to meet my goals and metrics—I’m here to be a true partner. If I were in their shoes, I’d want that too.

Our customers inspire us every day, and our customer success team is here to make sure they achieve amazing things. With a focus on care, honesty, and collaboration, we’re proud of the impact we make together. Want to join this incredible team? Take a look at our open roles.

 

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How a love of people inspires chief customer officer and leader, Daniel Cran

Dan has been in leadership roles around the world for 20 years, with the last 13 of those being in technology. He’s run regions, launched start-ups, scaled up businesses, opened offices in both Australia and the US, consulted, and held C-level leadership roles. In his own words, he’s “seen it all in the tech space!” What’s the biggest lesson Dan’s learned from all this experience? “That empowering people and simplifying the processes are the keys to success.” 

At the age of eight, what did you want to be when you grew up? 

Honestly, I’m not sure I’ve grown up yet! I’ve always been addicted to sport, so when I was young, I was convinced I’d definitely be representing Australia on a professional level, in some sport or other. Reflecting on it now, self-awareness wasn’t strong at that age because my talent certainly wasn’t in line with my ambition.   

Can you tell us about the journey of you career to this point?

Having been in leadership roles across multiple countries and companies in the last 20 years, my journey has been one driven by the desire to work with amazing people who genuinely want to make a difference. People are everything to me, they really are. Throughout my career working with companies wanting to launch or scale their tech business, and I ensure I put them first. 

Having the pleasure of two decades worth of experience and still be able to continue to help others grow and challenge things is the backbone of my career journey.  

What is it about your role at TS that excites you most?  

My role at Total Synergy as chief customer officer is tasked with evolving and improving the entire customer lifecycle and experience. What excites me the most about it is being able to join a company with a best-of-breed platform and an amazing group of people. It’s those two things that give me the perfect canvas to do my best work in this role. 

What are the three essential ingredients of a good sales function that make it great? 

1. People
You may be noticing a theme here, but I truly believe that people are at the heart of any great undertaking. Having the right people, in the right team means that selling can become what it’s supposed to be — finding people who can benefit from something you can give them, offering it to them, and then helping those customers with their challenges as a result.   

2. Processes
Having good processes in place is critical. I think it was James Clear who said, “You do not rise to the level of your goals, you fall to the level of your systems.” I reckon he was spot on.  

3. Positivity
Maintaining a good attitude and being positive really is key. Positivity in your mindset is motivating and it’s infectious to those around you, including your customers. It means you can meet and overcome challenges, and it just makes life easier and more enjoyable, for you and for people around you.  

What’s your vision for the future of your team and Total Synergy as a whole?

My vision for the future of my team and Total Synergy is pretty simple. The vision is to make the team, their processes, and deliverables repeatable and scalable. From these strong foundations, anything is possible for us!  

Can you give us a snapshot of a great day for you?

A great day at work for me is being surrounded by conversations and people that are open-minded. Conversations and exchanges don’t need to result in solutions every time, as long as they have the right intent, and commitment. Outside of work, a great day involves no laptop or shoes! 

Have you got a superpower? What is it? If not, what would you want it to be?  

Definitely no superpowers here. The lycra bodysuit and cape are a personal choice. If I did have a superpower though, I’d love to be able to speak and understand every language. I know that isn’t as cool as being invisible or flying but it would make travelling and eating SO much better!