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.
Local expertise, built for Australia
Total Synergy is headquartered in North Sydney, NSW. We work with Australian architecture and engineering practices to simplify project delivery and strengthen financial control, helping teams stay on track with resources, budgets, and billing.
