Scaling Success: Lessons from Rapid Growth

#updateai #customersuccess #saas #business

Join host Josh Schachter, Co-Founder & CEO of UpdateAI, as he sits down with Cait Keohane, the Chief Customer Officer of Airtable, to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the company into a multibillion-dollar powerhouse, to stepping into her new leadership role at Airtable. Together, they explore what it takes to build robust customer management systems from the ground up, the importance of listening directly to customers, and how organizations can balance high-touch service with operational efficiency.

Timestamps

00:00 – Preview, Meet Cait Keohane & Learn About Airtable

01:30 – Cait's Journey at Zendesk

03:15 – Building Customer Success and Account Management at Zendesk

07:50 – Joining Airtable as CCO

08:50 – First 90 Days at Airtable: Priorities and Execution

13:10 – Feedback and Voice of Customer Mechanisms

15:00 – Renewal Management and Risk Mitigation

19:38 – Delivering Personalized Experiences at Scale

21:50 – Platform Complexity and Change Management

24:50 – The Role of MVP Users and Power Builders in Scaling

26:51 – Closing Thoughts and Future Outlook

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👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Cait Keohane: https://www.linkedin.com/in/caitkeohane/

👉 Connect with hosts

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, customer success metrics, Customer success strategies for SaaS companies, Building a customer-centric culture in tech, Scaling customer success teams effectively, Customer feedback integration in product strategy, Airtable's approach to customer success and retention, Airtable customer insights, Customer journey mapping, Product strategy feedback

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.