Unchurned - The No. 1 podcast for Customer Success How GitHub Drives Measurable Customer Outcomes (And Tracks What Matters) ft. Michael Goetz (GitHub)
14 snips
May 14, 2025 Michael Goetz, VP of Customer Success Strategy at GitHub, shares his insights from his extensive experience in the tech industry. He breaks down GitHub's strategic shift towards customer success, emphasizing the importance of defining measurable business outcomes. The discussion highlights how GitHub navigates diverse user needs and maintains engagement with rapid product innovations. Goetz also explores the dynamics between end-users and organizational stakeholders, stressing the necessity of understanding user personas to enhance customer interactions.
AI Snips
Chapters
Transcript
Episode notes
Evolving Customer Success Strategy
- GitHub shifted from a focus on "Customer Outcomes" to "Customer Success Strategy" to consolidate strategic, cross-functional efforts.
- This helped avoid fragmentation and drive repeatability, scaling impact efficiently across all parts of customer success.
Focus on Customer Outcomes
- Focus customer conversations on understanding their business outcomes instead of just renewal or adoption metrics.
- Help customers articulate goals consultatively and acknowledge when your solution addresses part of their problem.
Track Discrete Customer Outcomes
- Break business outcomes into discrete goals and track progress against them instead of a single unified success plan.
- Manage multiple outcomes separately due to varying business units and non-aligned customer objectives.