There’s an intriguing gravity that’s apparent when you work with Matt. In a business context, it’s the sense of accuracy and intrepidity you get while collaborating. In a human context, it’s magic—magic because “intrepid” anything rarely has strong underpinnings of “accuracy.” It’s typically one or the other, isn’t it? Powering through big challenges requires a certain type of energy, sometimes bordering on a bit of thrashing to get to the next place, often with accuracy in the back seat.

In his work as a Customer Success Manager, Matt has an ability to effortlessly layer accuracy into next-level efforts: it’s extraordinary. When the opportunity to write his BetterWorker Spotlight presented itself, I quickly snapped it up. Eager to learn more about the energy behind the Matt Gravity, I spent some time with him over a couple afternoons. After we discussed the Coney Island Wonder Wheel, his family culture growing up and a universal performance language, I have a better idea of how he does it.

The Intrepidity

When asked to talk about himself, Matt does the opposite. He talks about the people who have influenced him. Having a strong family-oriented upbringing, Matt was profoundly influenced by the work ethics of his grandfather and parents. Matt’s grandfather emigrated from Italy to the U.S. in the 1920s, and last worked at Coney Island, where he operated the Wonder Wheel for fifteen years. His father recently retired from the U.S. Department of Defense, having spent over thirty-eight years there working as an engineer. Matt’s mother is the hardest working person he’s ever met. She ran her own kitchen and tableware store, Liguori & Hunt, for over a decade—one of her favorite brands is Mackenzie-Childs. Hearing about Matt’s major formative influences started clueing me in on the roots of his fortitude and proclivity for powering through challenges.

The Accuracy

Matt is a builder. And that means more than placing one block on top of another. He has a keen sense of both the foundations and superstructures of a customer’s performance program. As a Customer Success Manager, this deep understanding relates to his ability to influence accurate decision making to strengthen the customer’s program. But how does he A) acquire that understanding, and B) stay finely tuned into all the forces in motion affecting the customer’s program? Yes, he exhibits all the surface requisite fundamentals such as always exercising active listening, taking a strategic approach, etc., but I don’t think that’s the main force behind the Matt Gravity. There’s something more; there’s a pattern of success there I haven’t fully grasped. I’ll report back if I can unearth it.

The Universal Performance Language

While I’m not quite sure how Matt commands an uncommonly high level of accuracy, I do know what his vision is for taking customer success to the next level—a universal performance language. If you chat him up about this one, you’ll get his heart rate up. You’ll most likely receive links from him pointing you to babel fish (Hitchhiker’s Guide to the Galaxy), articles about Ford’s turnaround driven by Alan Mulally and similar cues. While delivering value to customers at the account level is a big part of Matt’s efforts, his work in customer success can go far beyond. It’s inspiring watching him work to forge a common language of business performance, something he believes can not only rocket his customers’ success, but propel the industry to the next level.

I’m privileged to be on this rocket ship flight with Matt. If you’d also like to work with him, you can apply for a position at BetterWorks here.