Collective Conversations with Heather Lake

Customer Success Manager, Gallery Systems

With more than two decades of experience supporting museums and cultural institutions, Heather Lake brings a rare blend of collection management insight, technical expertise, and deep client empathy to her role in Customer Success at Gallery Systems. After beginning her career in Hawaii and San Francisco, where she implemented and worked extensively with EmbARK, she transitioned naturally from client to employee. Over 23 years, Heather has guided institutions through training, data mapping, workflow redesign, and the move to TMS Collections. In this interview, she reflects on her path from museum professional to trusted advisor, the culture that strengthens her work, and what inspires her most in supporting the missions of cultural institutions.

Please can you tell us a bit about your museum background before coming to Gallery Systems?

Born and raised in Hawaii, I studied fine art photography at the University of Hawaii, Manoa, and worked for several arts organizations in Honolulu. Later, I relocated to San Francisco to earn a master’s in Museum Studies and was hooked on all the Bay Area had to offer – it’s a literal geographic hub between culture and technology.

Heather visiting the Fashioning Aloha exhibition at the Honolulu Museum of Art, a Gallery Systems client.

What drew you to work at Gallery Systems?

Like many Gallery Systems employees, I began as a client. In graduate school, I implemented the EmbARK system at the Contemporary Museum in Honolulu, which gave me a thorough introduction to the product. Later, I worked with EmbARK at the San Francisco Museum of Modern Art, teaching staff how to use the system, troubleshooting reports, working with interns, etc. So it was a natural extension of that work to transition from user to employee. Of course – once I started, I realized there was so much more to learn!

How did you get into Customer Success?

I’ve been with Gallery Systems for 23 years. Until 2020, I worked primarily with EmbARK software in a variety of roles: technical support, training, and sales. In 2020, I learned TMS Collections to help implement EmbARK clients transitioning to TMS Collections and to onboard new clients. Beyond training, that role helped clients envision the appropriate place for their data in TMS Collections and how to reimagine their workflows. Working as a generalist has helped me understand many internal systems and practices to better guide users. Being client facing meant I never lost sight of the “customer journey.”

What’s one part of your role you find particularly rewarding or challenging?

Meeting the client where they are (figuratively or literally) means adapting to their needs. Sometimes this is helping them find ways to use our products and services to best advantage and meet their goals. Other times, it’s being their advocate to our teams or acting as a guide, smoothing their journey. It’s not always easy, but it’s always rewarding.

What do you love most about Gallery Systems’ company culture, and how does it influence the work you do?

I’m always struck by how curious my colleagues are and how generous they are with their time. I’m more of a jack-of-all-trades in my role, and people have been so forthcoming as we work together to find solutions. There is also some superb geeking out, whether it’s deep music cuts or arcane pop culture — I’m here for it.

Heather at a company event with Julia, Gallery Systems’ Sales and Marketing Director.

How do you approach gathering feedback and incorporating it into future customer success strategy?

In my years of doing customer care, we often help clients articulate the specific questions they’re trying to ask. My task in customer success is to gain a deeper understanding of the client’s need, which is sometimes based on direct feedback or can be inferred. I approach it as a collaboration, with the goal being to enable the client to work better or more efficiently.

What’s one thing people might be surprised to learn about your role?

While my role is client facing, a lot of the work I do is internal — connecting the dots internally to smooth out the client experience.

What inspires or motivates you most in your work?

I’m genuinely interested in people. When I work with clients, I become engrossed in the work they do. While I no longer work in museums, I get that “back of house” experience vicariously. It means listening as much as I can and not going straight to problem-solving (which can be a challenge because problem-solving was literally my job in customer care). Asking questions ensures I’m solving the right problem, not the most obvious one.

Heather at Collective Imagination 2025 in Berlin, Gallery Systems’ annual customer conference.

What’s one fun or unexpected fact about you that might surprise people?

Party planning is my superpower. Whether it’s a sit-down dinner, movie night, or a fête for three — planning a menu, making it happen, and being with friends brings me joy.

Heather’s path from EmbARK user to Customer Success Manager demonstrates how deep sector experience can meaningfully shape client support. Her focus on listening, clarifying needs, and advocating for institutions reflects Gallery Systems’ commitment to helping museums strengthen their workflows and use their collections systems more effectively.

Whether guiding data transitions, improving internal processes, or simply listening closely to ensure the right problems are being solved, Heather’s work highlights how thoughtful partnership can empower institutions to manage their collections with greater confidence. For museums seeking a collaborative approach to enhancing their collections management practices, we invite you connect with our team of specialists.