The Power of Tech Touch Programs in the High Touch CSM

Today on the show, we have Abbas Haider Ali, VP of Customer Success at GitHub.

Before joining GitHub, Abbas held the position of Vice President of Customer Success at Twilio and Segment. Additionally, he is as an investor and advisor for various companies including Slack, Hasura, Adept, and numerous others. He also serves as a general partner for the GTM Operators Network.

In this episode, Abbas shares his insights on how to build a scalable and data-driven customer success program. Abbas emphasizes the importance of understanding the actual impact of customer success work, focusing on leading indicators rather than lagging ones. 

We then discussed the differences in how smaller and larger organizations approach customer success and the need for a robust model of customer health and a data-driven approach to attribution work.

As usual, we're excited to hear what you think of this episode, and if you have any feedback, we would love to hear from you.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.