We recently connected with Jasmine Reynolds and have shared our conversation below.

Jasmine, thanks for taking the time to share your stories with us today What do you think it takes to be successful?

Success by design, not by default.

Success, for me, is about sustained audacity, the decision to keep showing up for your future, even when your present is telling you to sit down. It’s equal parts preparation, risk, intuition, and resilience. The most successful people I know aren’t always the smartest in the room, but they are relentlessly intentional. They move with clarity even when they don’t have certainty.

I’ve learned that success doesn’t come from being liked, being loud, or even being “ready.” It comes from being anchored. In who you are. In what you value. And in your willingness to pivot when the path demands it. The truth is, you don’t need everyone to believe in you. But you do need to stop outsourcing that belief to others.

A little over five years ago, I started going to conferences, not just to attend, but to invest. I wasn’t just showing up for sessions. I was building a network with intention. I remember going to one conference in particular and getting fed up with people saying, “Call me when you’ve done XYZ” or “Once you hit this level, then let’s talk.” Their advice wasn’t rooted in my potential. It was rooted in their limitations. I realized quickly that success, for many people, is tied to a checklist. But I knew better. I knew there were people breaking into new spaces every day, not because they followed a formula, but because they built the right relationships and bet on themselves.

There’s a quote: It’s all about who you know. And the truth is, it really will get you halfway there. So, I stopped waiting for someone to hand me a seat at the table, and I started building my own room. I began crafting my own narrative, showing up with value, and creating a network rooted in mutual respect, not hierarchy.

Professionally, that same mindset helped me rescue high-risk renewals, lead strategic conversations with C-level executives, and expand enterprise accounts against the odds. I’ve learned that when you pair competence with courage, the results are undeniable, even if the room didn’t expect it from you.

But let me be clear, I didn’t get here just by trusting myself. I got here by becoming someone I could trust. That takes work. Personal development. Therapy. Reflection. Getting comfortable with rejection. And surrounding myself with people who tell me the truth, not just what I want to hear.

I’m a single mom, a former dancer and coach, someone who’s been underestimated, overlooked, and overcommitted and yet I’ve built a career, a platform, and a voice that I’m proud of. That’s not an accident. That’s success. Because I didn’t wait for permission to be powerful.

Jasmine, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

If you’ve never heard of me before, here’s what you need to know: I help companies build smarter, more human-centered customer experiences, and I do it by blending strategy, storytelling, and systems that scale. I’m an Enterprise Customer Success leader by title, but in practice, I’m a builder, a connector, and a fierce advocate for the front lines of the customer journey.

I didn’t take the conventional path here. I started my professional journey in pharmaceutical and medical device sales, where I learned the art of influence and the discipline of measurable outcomes. But I wanted more than sales quotas, I wanted to architect the full arc of a customer’s experience. So I pivoted into Customer Success, where I’ve spent nearly two decades shaping onboarding, renewal, and retention strategies for SaaS companies in both startup and scale-up environments.

Today, my work centers on designing onboarding programs, renewal playbooks, and engagement strategies that don’t just check a box, they drive real adoption, real value, and real loyalty. I specialize in working with enterprise accounts, translating complex goals into operational workflows, and turning post-sales chaos into clarity. My sweet spot? Sitting at the intersection of customer success, onboarding, change management, and value realization and doing it all with a blend of empathy and execution.

What sets me apart is that I’m not just thinking about the customer lifecycle on a spreadsheet. I’m thinking about the human experience behind it. I ask the hard questions: Where does friction hide? Who’s being left out of the conversation? What’s the emotional arc of this experience, not just the operational one? My work blends data, psychology, and process design and I bring a coach’s mindset to everything I do.

Beyond my 9 to 5, I’m a conference correspondent, speaker, and content creator. I’ve spoken at Rocketlane Propel, Gainsight Pulse, where I focus on topics like onboarding risk, customer psychology, and post-sales storytelling. I’m also the creator of content series like 90 Seconds with a Speaker – Pulse Edition, Audit My Onboarding.

What am I most proud of? That I’ve built my career my way. As a Black woman, a single mom, and a former ballerina turned tech leader, I’ve had to learn how to walk in rooms that weren’t built for me and still take up space with grace and strategy. I’m proud of every account I’ve saved, every woman I’ve mentored, and every room I’ve made more inclusive just by being in it, fully and unapologetically.

Here’s what I want people to know about me: I don’t believe in gatekeeping. I believe in building. If you’re connected to your purpose, clear on your value, and ready to stretch, I’m someone you want in your corner. My brand is about truth, clarity, polish, and power. Whether I’m helping a company refine its onboarding or coaching a professional on how to own their voice, the goal is the same: make it work, make it human, make it last.

What’s a lesson you had to unlearn and what’s the backstory?

One of the biggest things I had to shed was the belief that being excellent was enough. For a long time, I thought that if I just did great work, the kind of work that speaks for itself, the right people would eventually take notice. That’s the myth I was raised on: keep your head down, stay humble, and someone will tap you on the shoulder when it’s your time.

But no one is coming with a tap.

Especially when you’re a Black woman in tech. Especially when your impact threatens to outshine the status quo.

I had to unlearn that silence was noble and that advocacy was arrogance. I had to learn how to own my wins, to package my work in a way that told a compelling story, and to stop waiting for permission to be visible. That meant speaking on stages before I was invited. That meant showing up on LinkedIn not as a job seeker, but as a thought leader. That meant introducing myself in rooms with “This is what I bring”, not “This is what I’m hoping to earn.”

Once I started honoring my work out loud, everything changed. My reputation grew because my presence did. Not just in the deliverables, but in the voice behind them.

Now, I teach others, especially women, especially those on the front lines, how to do the same. You don’t have to be the loudest in the room. But you do have to be the clearest about your value. You have to be undeniable, and that’s a skill you can learn.

Any stories or insights that might help us understand how you’ve built such a strong reputation?

I built my reputation by being strategic where others were reactive, and human where others were transactional. I’ve always had a knack for seeing the friction behind the formula, the disconnect between what customers need and what companies think they’re delivering. And I made it my mission to bridge that gap.

Whether it’s creating onboarding programs that actually drive behavior, or turning around multi-year enterprise renewals that were headed for churn, I don’t just solve problems, I reframe them. I bring clarity to the chaos, and I do it with a voice that’s both credible and real. That combination, empathy plus execution is what made people start remembering my name and associating it with solutions that stick.

And I didn’t just show up at the right tables. I built new ones. I became the person people text when they’re stuck in a value story, the speaker they tag when they need truth on a panel, the strategist they call when their onboarding is falling flat. I earned my reputation not just through what I know, but how I show up consistently, clearly, and with receipts.

Contact Info:

• Instagram: Jasminechanel_onbrand
• Linkedin: https://LinkedIn.com/in/jasminecreynolds/

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