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Join Heidi L Rhodes, Head of Global Customer Success and Sales at Meta, on a transformative journey toward customer-centricity. Heidi challenges the conventional wisdom that success is defined by selling more drills. Instead, she advocates for realizing customers’ true goals—a ¼ inch hole. Explore Meta’s approach to transcending product-centric thinking and embracing a holistic customer-centric organization. Uncover the pitfalls of equating company success with customer success and learn how customer journey mapping empowers everyone to contribute to customer success at Meta.

Heidi L Rhodes - Head of Global Customer Success & Sales Meta

  • “Nobody wants a ¼ in drill. What they want is a ¼ inch hole.” Realizing your products are only a small part of a much larger outcome is a key step in becoming a customer centric organization.
  • One of the biggest mistakes companies make is believing that their success and their customers success are the same thing. The drill-selling company defines success as “selling more drills”. But the customers goal isn’t “buy more drills”.
  • No one and everyone owns the customer journey at the same time. Customer journey mapping is the best antidote to prevent great companies “shipping their org chart.” It makes customer success everyone’s job.

About Heidi L Rhodes

Unapologetically customer-obsessed vulnerable leader with a healthy disrespect for the impossible.


People-first and value-driven. Proven leadership of complex, global, diverse teams and large-scale organizational change (with fun along the way). Proven results – delivering record-breaking adoption, retention and revenue growth through building empathy-based omni-channel CX, high-touch expertise & CSM playbooks.


Consistent overachievement in SaaS freemium, recurring revenue, renewal, true-up and consumption based revenue models & subscription based high tech and consultative professional services.


As a leader – I’m a Teacher/Provider; meaning I measure success in people’s realized potential. I love nothing more than creating a safe place for people to innovate and learn. If you’re on my team – I won’t let you fail.

About Company

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. We want to give people the power to build community and bring the world closer together. To do that, we ask that you help create a safe and respectful online space. These community values encourage constructive conversations on this page: • Start with an open mind. Whether you agree or disagree, engage with empathy. • Comments violating our Community Standards will be removed or hidden. So please treat everybody with respect. • Keep it constructive. Use your interactions here to learn about and grow your understanding of others. • Our moderators are here to uphold these guidelines for the benefit of everyone, every day.


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