Your first study shouldn’t feel like learning a foreign language. The clearest path from question to confident decision runs through someone who remembers what it’s like to be new to all of it.
Meet Jacqueline Smith, Customer Success Director at aytm. Jacqueline came to market research through a friend’s referral and still remembers her first manager explaining what “N” meant on day one. That memory is now an asset. She partners with you from your first onboarding session through your most advanced insights work—translating, guiding, and making sure every study moves your business forward.
Read our conversation below to see how Jacqueline turns hard-won expertise into smoother launches and sharper questions for your team.
Can you tell us a little bit about what you do here at aytm?
As Customer Success Director at aytm, I work as a strategic partner to our clients, helping them get the most value out of our platform and everything we offer. My role blends research know-how, account leadership, and real business impact. I get to guide clients from their first onboarding session all the way through their most advanced insights work.
How did you decide to get into your field?
I actually didn’t know much about the market research world when a friend referred me. I still remember my manager explaining what “N” meant on my very first day. It took me about a year to really feel like I knew what I was doing, but once it clicked, I was hooked. Getting to see product ideas before they launch, and then spotting those same products out in the wild, is such a cool experience.
What’s something you’re passionate about?
I love old dogs, especially dachshunds. I’ve adopted quite a few over the years, and right now I have Ernie (age unknown, but he’s very gray so we’re guessing he’s a teen) and Sugar (4). Ernie was found as a stray in October, and I adopted him in November. He’s a little quirky-looking—droopy nose, no teeth, his tongue hangs out nonstop—and honestly, that’s exactly what makes him perfect. Adopt old dogs!! I post videos of Ernie and Sugar’s lives on Instagram @agedsausages.
How do you balance your career and personal life at aytm?
This one’s easy: aytm’s leadership is incredibly compassionate and genuinely cares about the team. If I need to take a walk after lunch every day (which I do), it’s encouraged. Have an appointment at an odd time in the middle of the workday? It’s never an issue. The support and trust here make a huge difference.
How has aytm helped you in your career development?
My direct manager, Dave Giunta, is exceptional at what he does. Every time we’re in a client conversation together, I walk away having learned something new. I genuinely enjoy working alongside people who push me to grow, and aytm is full of incredibly smart, talented individuals who do exactly that.
Which aytm Core Value is your favorite and why?
Hands down, empathy. Truly caring about others is one of the most meaningful and powerful things a person can do.
What advice would you give to someone just starting out at aytm?
As with any new job, there’s a lot to learn when you start at aytm. We use Slack for just about everything, so getting comfortable there early really helps. My personal favorite is Slackbot—it’s unbelievably good at helping you find anything and everything buried in Slack. And don’t be afraid to lean on your teammates. Every one of us was new at some point, and people are always happy to help.
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