On this episode of The Association Podcast, we welcome Lacey Pope, MBA, CAE, Customer Success Manager at Web Scribble, to discuss her career journey in associations and her transition to the industry partner side. Lacey shares how she entered the association world through temp work, earned her CAE, and later drove process improvements at the Oncology Nursing Society that increased live support and boosted customer satisfaction by nearly 10%. She reflects on leading membership technology modernization at Shriners International—including AI translation tools, a new LMS, project management platform, and Power BI reporting—work that earned her recognition at the AWTC Awards. The conversation also explores hiring in the age of AI, daily AI use in customer success, and how associations can build stronger workforce development pipelines beyond a basic job board.

00:00 Welcome and Introductions

00:36 Rapid Fire Questions

02:17 Lacey Association Journey

03:26 Process Improvement Wins

04:55 Career Pivot and Web Scribble

07:22 Awards and Title Tradeoffs

09:32 Vendor Side and Member Value

12:05 Meet Mabel Topic Wheel

13:23 Hiring in the Age of AI

17:44 Daily AI and Policies

20:01 Using AI On The Side

20:51 Five-Year Career Pivot

22:17 Recruited To WebScribble

23:00 Industry Credibility Matters

24:58 Networking And Job Boards

27:02 Daily Wins And Parenting

28:21 AWTC Recognition And Belonging

30:52 Recognition And Community Growth

33:24 Customer Success Trends

34:51 Advice For Student Pipelines

36:42 What WebScribble Does 38:32 Final Thanks And Wrap