How to Lead in a Male-Dominated Industry, According to a CCO

Following a brief break and a prior role at FIS, Svetlana Kropp became Chief Customer Officer at Pluralsight, inspired by its mission.

“Pluralsight’s mission aligns perfectly with my passion for customer experience, people, learning, and delivering impactful business change,” she says. “I was struck by the caliber and dedication of people—their openness to innovation, willingness to tackle tough challenges, and genuine commitment to customers. People here truly care and act with integrity and passion.”

Today, Kropp leads Global Customer Success,  Support, and Professional Services to drive retention, growth, and customer value. She leads by creating opportunities for her team and delegating initiatives while providing coaching and resources.

“As a global leader, Pluralsight has a huge opportunity (and responsibility) to shape how the world’s tech workforce learns and grows while leveraging the latest technologies and innovations,” she says. “I’m proud of the people here, where I’ve seen so much grit, talent, and commitment to customer success. It’s rare to find a company where world-class technology, as well as a purpose-driven culture, come together so powerfully. “

Here, we caught up with her to learn about her journey building her career and her experience as a leader in a male-dominated industry. Here’s what she had to say.

How would you describe your leadership philosophy, and how has it evolved throughout your career?

My leadership philosophy is grounded in transparency, accountability, and empathy. I set high expectations, but pair them with genuine support and an environment where people feel trusted to take risks and empowered to deliver them. Collaboration and inclusivity are incredibly important to me. I recognize that long-term impact comes from growing people, not just hitting numbers.   

What’s one strategy you’ve used when managing an individual (or team) that you think has been particularly effective? 

Listening is the most important and effective strategy. It enables open communication, builds trust, and uncovers gaps in knowledge. I try to listen more than I talk, and I always know that I’m not the smartest person in the room. 

What has your journey been like building a career in industries and spaces that are often male-dominated? How has that shaped your leadership today?

Building a career in mostly male-dominated industries has required a certain level of resilience, adaptability, and a sense of humor. I’ve leaned on my mentors and coaches and worked on ensuring my voice is heard—in rooms where, sometimes, I was the only woman. I’ve been lucky enough to have a strong support network through Chief, which is a Professional Network for Women Executives .

Today, I try to lead with empathy, clarity, high expectations, and a strong commitment to lifting others as they climb. Customer experience is one of the few sales-related fields where there is often strong female representation. This balance means that we get diverse perspectives and the best ideas from across a spectrum of talent. 

As a woman in leadership, what has your experience been like working at a woman-led organization?

This is my second company with a woman CEO. Although I didn’t intentionally seek this out, I’m immensely proud to be part of an organization and culture where leadership at the highest level is defined by vision, competence, and courage.

Pluralsight’s culture fosters diverse perspectives and elevates underrepresented voices. For me personally, it’s a reminder of the responsibility we all have as leaders to mentor and champion women. 

What’s been your most valuable career mistake?

Every mistake is an opportunity to learn and course-correct. The one that resonates most with me is going at it alone and trying to be a hero without asking for help. The other was staying in a role that no longer challenged and inspired me. The third was accidentally positioning a competitor’s software at a sales pitch. 

Looking back on your career journey, what’s one decision you’re especially proud of that helped shape you as a leader?

I took on a job early in my career that was completely outside of my comfort zone. I led a team of six people as a support manager; this was my very first people leader role, and I leaned heavily on my mentors and bosses to support me on this journey into the unknown. I realized early on that stepping into leadership brings a huge responsibility as well as a dose of humility and occasional humble pie. I was extremely proud of being entrusted with a team, and to this day, it’s still my most special role.

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