Jina Kim is a customer experience leader, an early employee of Carta, and an advisor helping firms build customer-first systems. She discusses how her diverse background has shaped her proactive approach to customer success, emphasizing the importance of structured learning, leveraging product insights, and the role of trust in managing confidential client information. She outlines the differences between traditional customer success models and the innovative strategies at Carta, highlighting the importance of becoming a trusted advisor through deep subject matter expertise. Jina also explores the challenges and solutions in aligning company departments, especially in startup environments, and the significance of documentation, emotional intelligence, and a customer-centric culture in building successful customer success teams.

Highlights:

01:43 Customer Success at Carta

04:50 Challenges in Customer Success

08:42 Organizational Dynamics and Leadership

13:01 The Role of VCs and Investors

31:25 Importance of Documentation and CS Infrastructure

38:41 Empowering Employees

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Where to find Jina:

https://www.linkedin.com/in/jinakim/

Where to find Neeta:

https://www.linkedin.com/in/neetabidwai/

Where to find Good Revenue:

https://dfnstrategy.com/goodrevenue 

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