Employee Spotlight: Cyma Akhter

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In this edition of Employee Spotlight, meet Cyma Akhter, Customer Success Manager at SpotDraft. A former 10-pointer in college who trusted her intuition during her job search, Cyma has grown from a fresh joinee into a seasoned mentor. Known for her relentless dedication and deep empathy, she embodies the passionate and high-paced spirit that defines the SpotDraft journey.

What is your role at SpotDraft?

My day-to-day involves managing customer relationships and ensuring that our users are getting the most out of the product. I sit in a space between sales and relationship building, which allows me to be both a communicator and a negotiator. Recently, I have also embraced a mentorship role as the team grows, helping new joiners navigate the product and our culture. I view myself as a guide who helps customers, especially those who might be less comfortable with technology, bridge the gap between their manual struggles and our digital solutions.

How did you get into Customer Success?

I discovered SpotDraft toward the end of my MBA placement season at ICFAI Business School. I had a specific idea of the kind of career path I wanted to pursue, so when I saw the job description for Customer Success, it immediately felt like the right fit. I felt a strong intuition that this was my path. My interview process was incredibly unique; instead of a high-pressure interrogation, it felt like a genuine conversation about life and shared interests. That bond made me realize that SpotDraft was a company I truly wanted to be part of.

What has changed since you joined SpotDraft?

I have been here for about two years, so I have seen the company through major milestones like the Series B funding and our move to a brand-new office. When I first joined, the team was very close-knit, and while we have grown significantly and added many new faces, that collaborative spirit remains a core part of the office vibe. I have gone from being the "new person" to an "old employee" quite quickly, witnessing a fresh start for the brand with new logos and events, while the deep personal bonds formed in the early days continue to stay strong.

What qualities help you thrive in your role?

Authenticity, approachability, and a deep sense of gratitude are essential for me. I strive to represent the company's values by staying passionate about the impact we make for our customers. Curiosity is also vital, specifically prioritizing learning about the people I work with and their specific problems rather than just focusing on product features. I also value resilience; after recovering from a long illness, I felt a strong drive to give back to the company because of how unconditionally supportive they were during my recovery.

In a high-performance environment like SpotDraft, how do you balance work and life?

I am a self-described house cat, so I find peace in my own space after a busy week. I like to do things that are the complete opposite of my digital work, focusing on creating things with my hands. I find cooking to be very meditative, and I enjoy trying out new recipes to keep things interesting. I also recently bought a guitar with my adult money, and I love holding private concerts in my room to decompress. I tend to go through phases of learning new skills, whether it is tarot reading or learning Urdu from scratch to appreciate poetry in its original form.

What keeps you motivated in a high-performance environment like SpotDraft?

My motivation comes from the freedom and trust I am given here. There is no rigid hierarchy, so I have always felt I have the space to explore my ideas and contribute regardless of my tenure. The impact we make is visible and rewarding, which keeps the momentum going even during high-paced weeks. Additionally, the friendships I have made here make work feel like an extension of my life rather than a burden. Being pampered with experiences like my first international trip to Dubai certainly helps too.

What sets SpotDraft apart from other places?

SpotDraft feels like an extension of college in the best way possible, where learning and hanging out with friends go hand-in-hand. The culture is filled with people who are genuinely mad about their work and passionate about solving problems. There is a unique level of support here that you do not find in typical corporate environments. My standards for what a workplace should be are so high now that I honestly do not know if any other company could match the experience I have had here.

If SpotDraft’s culture were a song or movie, what would it be?

I’d compare us to the movie Inside Out, a full control room of emotions running the show. There’s a bit of chaos, a lot of moving parts, and moments where everything feels all over the place... but somehow, it all comes together in a way that just works.

What advice would you give to new joiners in the Customer Success team?

• Be comfortable working invisibly: In Customer Success, you are winning when everything is going right, and there is no noise. Validation might not be as quick or proportional to your effort as in other roles, so you have to find satisfaction in smooth, churn-free operations.
• Prioritize people over product: Do not just focus on knowing every button or feature. Focus on the actual struggles of the people using the tool. If you can empathize with a lawyer who is new to tech, you can effectively help them bridge the gap to the product.
• Stay curious: Always be willing to learn from your teammates and ask for help. The collaborative environment is there to support you, so take advantage of the lack of hierarchy to grow.

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