Last week, I had a strong case of imposter syndrome. It made me look back at other times in my career when I felt this way.

It's a pesky thing that appears often for women in tech, people in new roles, and founders.

If you are one of the lucky ones never to have experienced it, allow me to explain.

(But also, tell us your secret!)

It’s a persistent feeling that you're a fraud despite evidence of your competence.

I felt it most at the start of my career as the lone CSM at a startup and when I built an onboarding program from scratch.

However, I noticed that the same self-doubt that made me question my abilities also drove me to be more prepared, listen more attentively, and create more thoughtful onboarding experiences.

So, how do we harness this uncomfortable feeling rather than let it hold us back?

I’ll explain it below so you can use it to kick imposter syndrome’s butt.

Let’s get vulnerable. ↓

🧪 The Project: Imposter to Innovator

Step 1: Capture the doubt

When imposter feelings strike (before that enterprise kick off call for example), don't push them away. Instead, write them down and be specific.

This transforms vague anxiety into a concrete concern.

The idea of this is to end up with tangible problems that you can address methodically.

Step 2: Flip the script with evidence

Collate all of your achievements and proof of your capabilities in a central place.

This can include:

• Client testimonials or positive feedback

• Successful onboarding outcomes and metrics

• Problems you've solved creatively

• Knowledge you've acquired

• Achievements and awards

• Peer recognition

Review this document before high-stakes situations or when you feel doubt creeping in.

The human brain respects evidence. This practice gradually rewires your self-perception. It also helps to read it as if a friend or colleague is saying it to you.

Step 3: Deploy strategic preparation

Use imposter feelings as your early warning system. It’s no good sitting in doubt and not improving the root causes.

Start being proactive and tackle your area of doubt in a positive way that will boost your confidence.

For example:

• Research one level deeper than feels necessary

• Prepare answers to three questions you're afraid someone might ask

• Create one additional resource your client hasn't requested but would find valuable

This transforms anxiety into exceptional preparation. It’s a super power!

Your clients will notice and appreciate your efforts.

Step 4: Build a validation network

Find a couple of trusted colleagues who understand customer onboarding challenges.

Share your ideas with them before presenting to clients or leadership.

This provides:

• Constructive feedback to refine your approach

• External validation to counterbalance self-doubt

• Diverse perspectives that strengthen your proposals

Think of it as a “sense check”.

More often than not, your colleagues will say it’s perfect as it is. That’s a confidence boost in itself.

Step 5: Vulnerability isn’t bad

This is the most counterintuitive step.

Vulnerability is often seen as “weak” in business. I happen to disagree. 🤷‍♀️

Share your learning journey with clients where appropriate.

Clients don’t like it when we pretend to know all the answers. They do like transparency, which in turn builds trust.

I talked about the impact of transparency before. ↓

So, the next time you are put on the spot. Be honest.

Customers value partners who demonstrate growth and adaptability over those who project artificial perfection.

In my experience, these moments of vulnerability often become relationship-defining turning points.

🤓 The Analysis

The most innovative customer onboarding managers I've worked with aren't those who never question their abilities, but those who use it to fuel continuous improvement.

Imposter syndrome doesn’t mean I’m inadequate, it means I care deeply about delivering excellence. Whether that’s for myself or for my customers.

What you'll achieve with this project:

• Deeper preparation leading to exceptional service

• Stronger trust through transparency

• Better alignment through empathy