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Kate Rath, Luis Vides & Rafael Tinoco on Building a Culture of Collaboration (Encore) | Ep #117

Building Better Managers

Release Date: 04/08/2025

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In this episode, host Wendy Hanson talks with the customer success team at Better Manager, discussing their roles, the importance of customer success, and the collaborative culture they foster. The conversation highlights the team's commitment to helping clients thrive at work, the lessons learned in their journey, and their vision for the future of customer success.


Key takeaways:

  • Customer success is about understanding unique client needs.
  • Empathy and emotional intelligence are crucial in customer success roles.
  • Building a customer success team requires proactive engagement.
  • Feedback loops enhance organizational learning and improvement.
  • Creating a collaborative culture fosters trust and transparency.
  • Investing in employee development leads to better business outcomes.
  • Assuming good intentions improves interpersonal interactions.
  • A strong company culture enhances team performance.
  • Remote work can still foster strong team connections.
  • Customer success teams act as extensions of their clients' teams.


Meet Kate Rath

Kate Rath is a seasoned professional with a diverse background in leadership development, international public health, communications, and the arts. Holding a Master's of Science in International Relations from the London School of Economics, Kate brings a wealth of knowledge and expertise to her role as VP of Customer Success at BetterManager, where she is dedicated to empowering individuals and fostering positive workplace cultures.


Meet Luis Vides

Luis Vides is a highly experienced Customer Success Manager with over 12 years of expertise in various industries, including call center BPO, real estate, outsourcing, and leadership development. With a well-rounded skill set and a commitment to driving growth and delivering exceptional results, Luis brings a passionate and customer-centric approach to his role at BetterManager. His diverse background as a corporate trainer, senior trainer, training manager, recruiting manager, property manager, account manager, solutions architect, and customer success manager allows him to provide valuable insights and support to clients, helping them thrive in their work environments.


Meet Rafael Tinoco

Rafael Tinoco Hernandez is a dedicated and driven professional with a genuine passion for driving customer success. With a background in business and finance, Rafael has made significant contributions as a Key Account Manager and Customer Success Manager in multiple startup ventures. Leveraging his skills and experience, Rafael actively works towards the success and advancement of organizations. His collaborative nature and strong problem-solving abilities enable him to build meaningful relationships with clients and deliver exceptional results. With a focus on creating positive workplace cultures, Rafael strives to empower managers and inspire transformation in work environments.


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