#updateai #customersuccess #saas #business
Emily McIlwain, Director of Customer Success at Exo, joins the hosts Jon Johnson, Principal CSM at User Testing , and Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup.
Timestamps
0:00 - Preview
1:36 - Josh is engaged
2:50 - Exo- Overview, Products and Mission
15:00 - Importance of process documentation and improvement
17:15 - Challenges of automating processes and maintaining clear communication
20:12 - Setting realistic expectations for new implementations and product shifts
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Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
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👉 Connect with the guest
Emily McIlwain: https://www.linkedin.com/in/emilymcilwain/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
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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.
