This is Growth!
Jan Young on What It Takes To Be A Customer Success Leader
Apr 27, 2023
Jan Young, a Customer Success Consultant with over 13 years of experience, shares her insights on becoming a great Customer Success leader. She discusses the power of storytelling and how it can bridge customer needs with business offerings. Jan emphasizes the importance of creating a pragmatic customer journey and developing a strategic roadmap for Customer Success organizations. Her blend of agile methodologies and emotional intelligence offers a fresh approach to leadership, inspiring listeners to enhance their everyday practices in this evolving field.
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Quick takeaways
- Effective customer success leadership requires proactive problem-solving and collaboration to address underlying customer issues and improve workflows.
- Storytelling is an essential skill for customer success managers, enabling them to communicate customer needs and influence decision-making across diverse stakeholders.
Deep dives
Jan Young's Journey to Customer Success Leadership
Jan Young's career path highlights her transition from aspiring playwright to a prominent figure in customer success. Initially working in project management while exploring creative pursuits, she found her passion in understanding how technology could drive profitability. This led her to roles in sales and account management, where she focused on building customer relationships prior to the formal establishment of customer success roles. Her strategic approach to being at the intersection of customer needs and business goals propelled her into executive positions and ultimately into consulting, where she now helps others navigate similar paths.
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