Life as a Customer Success Mentor at iwoca

Conor Lawson is a Customer Success Mentor and joined in January 2021.

What’s your journey through iwoca been like?

Before joining the team, I spent time in various sales roles, but I eventually realised my real passion lay in customer-centric work and I’ve officially been with the company for over five years now!

I started my journey as a Customer Success Adviser (CSA). I focused on growing within that role and eventually stepped up as a senior. From there, I transitioned to the Account Management (AM) team, where I followed a similar trajectory, working my way up to a senior position.

The "full circle" moment came recently. After a rewarding stint as a CSA mentor, I was offered the opportunity to lead. Today, I’m the Manager of the very team I joined five years ago. It’s been a rewarding experience to lead the department where I first learned the ropes, and I’m excited to help the next generation of CSAs find their own path here.

What is the achievement you’re most proud of so far - not just because of the result, but because of what it took to get there?

My proudest milestone is definitely becoming a mentor and managing my own team. Leadership was always a goal of mine, and even as an Account Manager, I knew I was passionate about Customer Success. I viewed this step not just as a promotion, but as a way to give back to the team where I started.

I’ve always been someone who enjoys stepping outside my core role, and I spent a long time intentionally focusing on training new starters to sharpen my coaching skills. I had my eye on the mentor role for so long so I was ready to jump at the opportunity. 

How would you describe the 'growth mindset' within your specific team?

My team is a perfect reflection of iwoca’s growth culture. We hire ambitious, driven people who are eager to make an impact, and the CSA role serves as an incredible foundation.

I’m particularly proud of how we’ve turned that learning into real-world progression. In just over a year as a manager, I’ve seen five of my direct reports successfully transition into new roles across the company. It’s rewarding to lead a team that acts as such a strong launchpad for talent within the business, and I know there are many more to come.

Can you point to a specific moment or project where you felt your 'comfort zone' expand?

Stepping into the mentor role was the ultimate test of my comfort zone. I went from being responsible solely for my own performance to helping manage a team of 21 people, 13 of whom report to me directly. As a fast-growing department, the sheer scale of training new starters while maintaining high standards was a significant step up.

As I’ve settled into the role, my focus has shifted toward high-impact projects that shape the direction of the team. Leading initiatives that involve multiple departments means keeping track of many moving parts and stakeholders at once. It’s a complex skill set that I’m still refining.

What internal resources (mentorship, training, or peer support) played the biggest role in your professional evolution?

I wouldn’t be where I am today without the two mentors I had before stepping into leadership myself. They provided the essential guidance and perspective I needed to navigate my career path. What I appreciated most was their realism; they were always honest about expectations. If I shared a long-term ambition, they were incredible at breaking that goal down into the smaller, manageable components I needed to master to get there.

The management style here at iwoca resonated with me from day one, and it’s been a rewarding experience to adopt that same approach. I’m so grateful to now be in a position where I can provide that same mentorship to others, helping my team members break down their own barriers and achieve their professional goals.

What would you tell anyone starting with iwoca to get success?

Speak to as many people as possible and make as many connections as you can. If you’ve got the right skillset, you really can go anywhere in this company. Some people have an idea of where they’d like to end up straight away, others like to work it out as they go along, but there will always be someone willing to answer any questions you’ve got to help you. 

In addition to that, don’t be afraid to be vocal about what you want to achieve and what your goals are. Your mentors and team are there to help and like me, they may very well have once been in your position!