ON TODAY'S EPISODE:
In this episode, Johan and Lincoln explore the challenges and strategies for Customer Success Management amidst a shift from growth to profit in many companies. They focus on the implications and nuances of efficiency metrics such as ARR per employee, providing insights on how heads of customer success can effectively adapt to this changing landscape.

THIS WEEK'S QUESTION:
"My company has recently switched focus from growth to profit, and with that came a lot of questions on efficiency, like measuring ARR per employee and such. How do I navigate this as head of CS?"

TOPICS BEING ADDRESSED:

1. The evolution from growth metrics to efficiency metrics within Customer Success.
2. Understanding and managing the implications of focusing on ARR per employee.
3. Strategies for Customer Success teams to thrive in an environment prioritizing profitability and efficiency.

QUOTES:
Johan Nilsson (00:01:37): "My company has recently switched focus from growth to profit... How do I manage or navigate in this new environment as head of CS?"

Lincoln Murphy (02:43): "We're seeing a move towards efficiency metrics... like ARR per employee."

Lincoln Murphy (04:15): "Customer success is about driving customer expansion, not just maintaining the status quo."

Johan Nilsson (02:22): "Customer Success is not a cost center, but a growth center."

Johan Nilsson (05:48): "Working with customers is not an immediate quick fix; it's the long term that makes the big difference."

Johan Nilsson (26:32): "Avoid this efficiency trap that's Customer Success. It's a cost center. It's not, it's a growth center."

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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