This chapter delves into the shift towards using leading indicators to measure success in customer success teams, emphasizing the importance of engaging with customer executives and decision makers. It discusses strategies such as spiffs and goal-setting to enhance customer retention through building strong connections. The chapter also explores the significance of change management, scaling enablement for champions, and the benefits of specialized roles like data analysts within customer success teams.
In this episode, Mike Sasaki, VP of Customer Success at Emburse talks with Jay about scaling CS. Not simply from a growth perspective, but a more important impact on profitability focus. From areas of his business he has been able to scale effectively with strong results to other areas of consideration that have to be managed when scaling programs, Mike's practical examples and insights will help you take a look at scaling in a broader way.
Connect with Mike
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
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