Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend)

#updateai #customersuccess #saas #business

Szuyin Leow, VP of Customer Experience at Transcend joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠  & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development.

Timestamps

0:00 - Preview

0:36 - BS & Intros

4:04 - Meet Szuyin

6:08 - Need for GDPR rules

8:25 - Kristi is not friends with Josh

8:55 - CS & CS tool stack at Transcend

13:51 - Hiring a CSM for renewals

17:45 - Kristi is insecure about not having a consulting background

25:41 - Pick a leader, not a job

26:54 - Identifying superpowers

28:50 - You don't need a CS background 32:10 - Szuyin's husband is a YouTuber.

34:00 - Personalizing interactions beyond the monkey sphere 43:15 - Simplifying customer experience

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👉 Connect with the guest Szuyin Leow: https://www.linkedin.com/in/szuyinleow/

👉 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

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hiring tips for customer success

steps in hiring a customer success manager

consulting and customer success

experience versus expertise