What’s it like to work in Customer Success at a fast-moving tech company—while also helping shape its culture? Senior CSM Troy Pierre-Louis shares how he balances client impact, team connection, and meaningful ERG leadership.
Since joining Attentive, I’ve found that every day offers something different. I’m part of a high-energy Customer Success team that partners closely with top brands to drive results—and I also help lead our Black Union ERG, where we’re building culture, community, and connection across the company.
Whether I’m hosting a strategic business review, helping a client create stronger cross-channel experiences, or organizing a Juneteenth celebration with local artists and Black-owned businesses, I’m constantly learning and growing in a place that encourages me to show up fully.
Here's a look at a recent day in my life at Attentive
7:30am - Morning rituals:
To start my day, I like to break a morning sweat or go for a walk around my neighborhood. One of my favorite Attentive perks is our monthly wellness stipend, which covers my gym membership and encourages me to prioritize my wellbeing. I use my mornings to get grounded, centered, and clear my mind before starting the workday.
On days that I commute into our NYC Headquarters, I wrap up my morning by 8:45am and hop on the subway.
9am - Office mornings: A warm welcome
One thing that always strikes me when I walk into the office is how much it feels like a community; when I get to our floor, I’m met with a warm welcome from our Office Operations Coordinator and fellow Black Union ERG Leader, Jeff.
I grab my go-to iced coffee, a piece of fruit, and settle into a desk to start my work.
When you’re managing a book of business, with clients that have different sales cycles, each day varies in regards to the type of work I’m doing. Some days consist of multiple calls and meetings, while other days are more administrative—consisting of trainings and doing market research to better understand current trends. What is consistent, is starting my day with clearing out my inbox and any remaining “to-do’s” from the day prior. Here’s a look into today’s schedule.
10am - Black Union Leadership sync
As we approach Juneteenth—a day that honors freedom, resilience, and Black excellence—we're also taking time to recognize the culture that continues to shape the world. In today’s sync, our leadership council aligned on final logistics for our cultural experience—a grillz-making event in partnership with a local art studio. We’re also supporting a historically famous and Black-owned restaurant for lunch catering, but we’ll get into that later!
10:30am-12pm - Focus time
This is my “deep work” block. Today, I used it to prepare for a strategic business review with one of my clients, review campaign performance, pull data, and map out proactive recommendations, so we can continue to build value. With an ever changing e-commerce landscape, it’s paramount to take a proactive approach and stay ahead of industry trends.
12-1pm - Customer Success All Hands from the rooftop
Our Customer Success Org meets regularly to align on goals, share wins, and learn from each other. Today, I presented on key optimizations for creating a unified brand experience across our email and SMS channels from our NYC office’s roof deck.
1pm - Juneteenth Lunch: Charles Pan-Fried Chicken
As part of our Juneteenth celebration, we’re catering Charles Pan Fried Chicken. A heavily awarded restaurant in Harlem, NY, owned and operated by Chef Charles.
Charles Gabriel was born October 12, 1947 near Charlotte, North Carolina. He was one of twelve brothers and eight sisters. His parents were sharecroppers. The family—including Charles from the age of six—picked cotton from 6am to 6pm on a nearby plantation. In the evening, his mother would cook for the entire family. In his mother’s kitchen, Charles learned to prepare the food we all enjoy today.
2-3:30pm - Cultural experience: Custom Grillz
To celebrate Juneteenth, and to bring Black Culture to light, Attentive’s Black Union hosted a grillz-making experience in our office today. We’ve partnered with Jobi, a Chinatown-based jewelry art studio known for handcrafted pieces that blend ancient symbolism with modern design. Together, we’re creating a one-of-a-kind experience rooted in culture and craftsmanship.
This was an opportunity to not only celebrate Black Culture, but live it in a creative, joyful, and meaningful way.
3:30-5pm - Business Review: Clorox
Part of my responsibilities as a CSM is hosting quarterly business reviews. My clients have varying fiscal calendars that don’t always align with the typical calendar. Business reviews are a great time to review past performance, align on quarter/annual goals, and identify areas of opportunity. Although today’s review was remote, I try to travel to my clients (or host them in NYC) for in-person reviews.
Reflecting: Why I love working here
No two days are the same at Attentive—and that’s what keeps it exciting. I’m constantly learning, building, and connecting with smart, passionate people. Whether it’s helping clients succeed, celebrating cultural milestones, or growing alongside a vibrant community, I feel supported to show up fully and keep evolving.
If you’re someone who values impact, creativity, and belonging—you’ll feel right at home here. Check out our open roles to find your place!
