Melissa Martinez (@melissamartinez) - Deepstash

Melissa Martinez


Passenger transport manager


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The digital landscape is changing. More people are buying online and they expect a personal experience that is seamless from channel to channel. This necessitates the use of data. Leading brands are increasingly using first-party data to understand how best to engage with customers by offering targeted, relevant and personalised messages when the consumer wants them, and when they’re most likely to translate to sales.

Text messaging can offer one-to-one messaging that is much more likely to be received and read. And when joined up with email, it has the capacity to be even more powerful.



The Partnership Economy

There’s been a seismic shift in how consumers interact with brands in recent years – they don’t entirely trust advertising in the traditional sense, preferring recommendations and reviews.

People want these unique, authentic customer journeys that happen between brands, partners, reviewers and influencers.



“What is the difference between an account manager and a customer success manager?” or “Why are they different?” or “What is is that you do again?”

I might not need to continue grooming my customer success career! Lots of companies use these terms interchangeably, and some use one over the other. Or, if your experience is anything like mine, switch one out for the other. One thing is certain: Every company uses these titles a little differently. I am happy to share with you how I continue to navigate this path and discuss why these titles are often confused.



Variable compensation is defined as a portion of compensation that is determined by employee performance. Variable compensation is in addition to your base salary, which is the standard pay that you receive regardless of performance. While variable compensation may not be across all success roles, it is becoming more and more common so that your manager can drive the behavior which best supports the company goals. You might also hear variable comp called commission or a bonus. 

These two kinds of plans have different structures, but both are considered variable compensation.



We’ve confirmed that this is going to be hard, so now what? Spend some time identifying your points of challenge or stress and share them with your manager. Make those items known, work toward a solution and move forward. It’s understandable to take some time to adjust to a change but you cannot function well in the middle of frustration. Once you’ve aired your concerns take some action. Create a plan of attack. 

Plan for how you will handle the change internally and then shift your planning to clients, where it really counts.