Defining the CS Playbook Philosophy to Balance - Guidance and Governance ft. Caitlin Wood (ZeroFox)

Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠, and ⁠⁠Josh Schachter⁠⁠. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecurity, where the ROI often means that nothing happens.

Tune in as Caitlin uncovers how she approaches customer experience, the evolution of customer engagement models, and the balance between AI integration and the indispensable human element in achieving customer success.

Timestamps

0:00 - Preview, BS & Intros

4:08 - Learn about ZeroFOX

5:10 - Challenges in Proving ROI in Cybersecurity

7:45 - Customer Engagement and Service Model

10:57 - Lead Pass Process and CSQLs

15:10 - Complexity and Simplicity in Incentives

18:10 - Efforts to Mature Models and Remove Friction

22:35 - Adaptation of Playbooks

25:51 - Attitude, Aptitude, and Experience in Hiring

30:56 - Integrating AI for Internal Teams & Tasks

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Youtube: https://www.youtube.com/@updateai9697

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

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👉 Connect with the guest

Caitlin Wood : https://www.linkedin.com/in/caitlinewood/

👉 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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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, customer success metrics, Chief customer officer, Customer engagement, Account manager, Technical account managers, Customer experience, Playbooks, Onboarding, customer outcomes, Health scoring, Productivity tools, Work with customers

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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.