I’ve known Susan Donohoe for years. She’s one of those people who leads with grace, shows up with consistency, and always makes you feel like you belong in the room, no matter how big or small your title is.
In her role as Chief of Staff and Chief Program Officer at TechServe Alliance, Susan has built more than just programming for an industry. She’s created a community. So when I had the chance to sit down with her for an episode of Past the Pitch, I knew the conversation would be rich—and I wasn’t wrong.
Here’s a deeper look at the themes that came out of our discussion, and why I think they matter right now more than ever.
1. Leadership Isn’t About Going First
One of the first things Susan shared was a story from her childhood, growing up in a military family. Her father, a colonel in the Army, always made sure others were served before he sat down. It wasn’t performative. It was simply how he led, with humility, respect, and a deep sense of service.
Susan said that lesson stuck with her, and she’s carried it into her own leadership style. She looks after her team first. She observes, supports, and steps back when needed. It’s not about claiming the spotlight. It’s about making sure everyone else is ready and steady before you take your seat.
That moment hit me. In a world where leadership can sometimes feel loud or performative, it was refreshing to hear someone talk about it as an act of quiet consistency.
2. When Things Shift, Listen First
Like many organizations, TechServe Alliance had to pivot fast during the pandemic. They closed their physical office in Alexandria and went fully remote. But they didn’t just adapt internally, they turned their attention outward.
Susan and the team launched virtual roundtables, created real-time content, and helped their members navigate everything from remote work to PPP loans. The key to doing that well? Listening. Not planning for months. Not overthinking it. Just listening and responding.
Susan made a point I loved: real value comes from solving real problems in real time. And that’s exactly what TechServe did. They showed up fast, stayed present, and built stronger relationships with their members in the process.
It’s easy to get stuck in planning mode, especially in uncertain times. But Susan reminded me that sometimes, agility isn’t about speed alone, it’s about staying close enough to your audience that you know what they need before they say it.
3. Inclusion Requires Intention
Years ago, Susan helped organize the very first Women in Tech luncheon at TechServe. It was a small gathering, barely filling a room. Today, it’s standing room only and one of the most anticipated parts of the conference.
That growth didn’t happen by accident. It happened because Susan and others kept showing up, creating space, and extending invitations to those who needed to see themselves represented in the room.
She shared how the goal was always to elevate voices that had been too quiet for too long, while also inviting male allies into the conversation. It was never about exclusivity. It was about visibility.
As someone who’s been involved in these events, I can tell you firsthand—the energy in that room is different. It’s not just another conference lunch. It’s a moment of connection, reflection, and empowerment. And Susan’s work made that possible.
4. Treat Everyone Like They Belong, Because They Do
One of my favorite things about TechServe, and something Susan emphasized throughout our conversation, is the organization’s unwavering consistency.
Whether you run a $1 million staffing firm or a $500 million one, you get the same seat at the table. You get the same resources. You’re heard just the same.
That kind of culture doesn’t just build community, it builds trust.
Susan talked about how important it is to ask, “If we’re doing this for one member, should we be doing it for all?” That question guides their internal decisions and keeps their service equitable and consistent.
It’s such a good reminder for any of us who serve customers, clients, or teams. Fairness isn’t about doing the bare minimum. It’s about showing up the same way for everyone, every time.
5. The Real Secret to Great Customer Experience? Curiosity.
Later in the episode, we talked about creating unforgettable customer experiences. Susan didn’t name a tactic or a framework. She simply said, “Ask questions.”
She explained that people want to feel like you’re interested in them not just their title or role, but their story, their goals, and their challenges. That curiosity builds trust, which builds loyalty.
She shared a personal story about being at Disney with her daughter, who has food sensitivities. When they told the restaurant staff, the chef came out, got down on her daughter’s level, and asked what her favorite foods were. The chef didn’t just serve a meal. He made her daughter feel seen and included.
That moment stayed with Susan. And it stuck with me, too. It’s a perfect example of what happens when we stop looking at people as transactions and start seeing them as human beings with real needs and preferences.
6. Listening > Pitching (Every Time)
We closed our conversation reflecting on how often sales professionals skip the listening part. They come in ready to pitch. Ready to sell. Ready to tell their story. But they miss the story the client is trying to share.
Susan and I both agreed, listening, real listening, is the most underrated skill in leadership and sales. When we listen well, we don’t just earn trust. We build solutions that actually stick.
Final Thoughts
I walked away from my conversation with Susan feeling inspired and grounded. Her leadership style isn’t about being flashy or fast. It’s about being steady, thoughtful, and real.
Whether she’s building programming for TechServe, creating space for women in tech, or helping a member navigate market uncertainty, Susan shows up with heart. And in doing so, she’s made a lasting impact on the industry and the people in it.
If you’re looking for a leadership reset or just a reminder of the power of listening and consistency, I hope you’ll take a few minutes to tune in.
🎧 Listen to the full episode here
And Susan, thank you again. Your insight, your heart, and your consistency make you a force in this industry.
