Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI)

#updateai #customersuccess #saas #business

Ryan Seams, Head of Customer Success at Assembly AI joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more.

Timestamps

0:00 - Preview

1:01 - Meet our hosts

1:48 - Meet Ryan Seams

4:50 - Dissecting the title - "Head of Customer Success"

6:06 - Ryan's Wall of "You Are Here" Starbucks mugs

15:01 - What does Assembly AI do?

18:50 - The hunger to embrace chaos for growth

22:33 - CSMs as strategic partners to drive value

25:31 - How to avoid customer success from becoming customer support?

26:46 - Meet your customers where they are at

32:55 - Allocating time on the tasks that matter

37:20 - Customer success needs different skills at different organizations

40:45 - Importance of using consistent customer segmentation in your organizations

43:00 - AI's indeterminacy challenges customer success

45:05 - Learning & contributing to CS

47:45 - Closing

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Ryan Seams: https://www.linkedin.com/in/ryanseams/

👉 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.

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