At Qvidian our expert teams are united by one mission: how we build our platform matters as much as what we build. Whether that’s providing top-notch customer support or product features driven by decades of industry experience, all our teams are dedicated to making our customers’ work more meaningful.  

Behind every feature, release, and customer win at Qvidian is a team of real people who bring deep expertise (and a lot of heart) to their daily work. In this blog series, we’re taking you behind the scenes with “day in the life” spotlights on the product experts who help shape, support, and continuously improve Qvidian. From the meetings and problem-solving to the customer conversations and small moments that make the day, you’ll get a closer look at the humans powering the platform. 

This time, we’re talking to Gemma Millar a customer success manager here at Qvidian.  

Describe a typical day as a Qvidian Customer Success Manager 

No two days are the same, which is one of the things I love most about being a Qvidian Customer Success Manager. My days typically include meeting with customers to discuss strategies for success, understand evolving business needs, and plan for long-term outcomes. I try to keep up with industry and client news to stay informed and proactive in my engagement. I might be working on some commercial proposals, or following up on some client requirements. Internally, we regularly collaborate on initiatives to improve customer outcomes, explore new tools to enhance both our internal and the customer experience, and spend time learning new Qvidian functionality and developing our own professional skills. 

How do you help Qvidian customers?  

I help customers get the most value from Qvidian by understanding their unique goals and use cases and reflecting that within our partnership. This includes sharing new features, reviewing adoption and engagement, and making recommendations to optimize how teams use the platform. 

I work with customers to establish success plans and ensure they feel confident and supported throughout their journey. I also collaborate internally to make sure the customer voice is heard, advocate for their needs, and help influence improvements that support long-term success. 

In your own words, what makes Qvidian unique?  

Apart from the amazing customer success team?! From a product perspective, I think what makes Qvidian unique is that it works inside the tools proposal teams already use every day. The Qvidian for Office functionality is a real strength and continues to evolve with exciting enhancements.  

Beyond the product, there is a genuine focus on customer outcomes across the business. We’re a highly collaborative team with diverse experiences and perspectives, supported by colleagues with deep knowledge of both Qvidian and the proposal industry, all working together to help customers succeed. 

What industry trends are you excited about?  

I’m excited by how AI is transforming proposal management and the different ways proposal professionals are beginning to adopt it. We’re moving beyond the idea of AI doing everything to a more balanced approach, recognizing the importance of keeping humans in the loop. AI has huge potential to support some of the more time-consuming elements of proposal writing, helping teams work more efficiently. I’m also interested in the future of agentic AI and how automation could free proposal professionals to focus on the strategic, creative work they do best. 

Why did you choose customer success as a career?

When I first started in customer success, I wasn’t entirely sure what it was, but it quickly felt like the right fit, and I’ve never looked back. I genuinely enjoy building relationships and helping people solve problems, and I value being able to make a difference by supporting customers in achieving their goals. Looking back, this has been a theme throughout many of my roles. Customer success combines relationship building, strategy, problem-solving, and collaboration, which keeps every day interesting and rewarding. 

What do you like to do in your free time?

Spending time with family and friends is really important to me, though more frequently this involves being a taxi driver for my daughter’s hobbies.  I’ve been called a social butterfly more than once and rarely turn down good company, good food, or a glass of wine, especially if there’s music and dancing involved.   

I also enjoy my own company, and you’ll often find me outside walking, cycling, or pottering in the garden. I’ll happily give most crafts a go, although I’ll always have a soft spot for crochet. If I’m not doing that, there’s a good chance I’ll have my ukulele in hand. 

Gemma Millar

Customer Success Manager

Gemma has six years of SaaS Customer Success experience and a background in customer-focused roles across industries. Outside of work she’s a DIYer, loves listening and playing music, and enjoying the great outdoors!