That is Rigo Rodriguez. Today he runs Customer Success and Customer Success Engineering at Cloudflare, for the company's most strategic customers.
He built Pure Storage's first global Customer Success organization, from a single hire to more than 40 people.
His conversation is live now on Holding the Door, and the hiring section is the part I keep thinking about.
Here is the pattern I see every week.
You do not have a CS title. So you go get a certification. Then another one. You rewrite your resume for the eleventh time, adding more bullet points, more keywords, more proof that you have done things.
And you still hear nothing back.
The problem is not that you are under-qualified. It is that you are answering a question nobody asked.
Why this matters
Rigo did not build his team by looking for people who had already done the job. He hired for scalable skills and different backgrounds first, and brought in domain experts later.
What he screens for is simpler than a title: can this person find an expensive problem and go solve it?
So the move is not "here is everything I have done."
It is "here is the costly problem I can take off your plate."
That one reframe changes your resume, your LinkedIn headline, your cover note, and the first ninety seconds of every interview you get.
He also gets into taking an intentional one-year career break and coming back at the executive level, what makes him reply to a cold LinkedIn message, and where AI is actually useful in Customer Success right now.