Sailing to Success: Natalie Barrett’s Journey from Super Yachts to Customer Experience Leadership

In this episode, we’re joined by Natalie Barrett, Vice President of Customer Experience for APAC at Dynatrace. Natalie shares her inspiring journey from working on superyachts to leading customer success teams in the fast-paced world of SaaS. She also brings up other fun facts such as her initial degree in Equine Science!  With over two decades of experience across industries, she discusses the evolving role of customer success, lessons in leadership, and how authenticity and adaptability have shaped her career.3 Key TakeawaysCustomer Success is Universal: Regardless of the industry—yachting, events, or SaaS—the goal is to deliver exceptional value and outcomes for customers.Leadership is Collaboration: The best leaders act like conductors, orchestrating their teams to create harmony while fostering growth and innovation.Authenticity Matters: Staying true to yourself and embracing feedback, even when it’s tough, are essential for personal and professional growth.Topics DiscussedNatalie’s unique career journey: from superyachts in the Mediterranean to SaaS leadership in APAC.What customer success truly means and how it differs from support.Key skills and leadership styles needed to succeed in customer-facing roles.The evolution of customer success across SMB, mid-market, and enterprise levels.Handling career pivots and learning to trust your intuition.The importance of feedback and collaboration in building strong teams.Insights on balancing directive ("red") and collaborative ("blue") leadership conversations.Predictions for the future of customer success and its role in tech.ResourcesConnect with Natalie Barrett: https://www.linkedin.com/in/natalie-barrett-b1924313/Learn More About Dynatrace: https://www.dynatrace.com/Books/Tools Mentioned:Crucial Conversations by Patterson, Grenny, McMillan, and SwitzlerELI (Extended Leadership Inventory) Survey ToolConnect with Her Tech Circle: https://linktr.ee/hertechcircle