

Ep #5 | Thriving with One Mighty Customer
Summary In this episode, Prashanth interviews John Johnson, a Principal Customer Success Manager at User Testing. John shares his background in music and how it has influenced his approach to customer success. He provides insights into the structure of the customer success team at User Testing and how they serve key accounts. John emphasizes the importance of building relationships and rapport with customers, aligning with key stakeholders, and using programs and events to drive behavior change. He also discusses the metrics and performance evaluation in his role as a CSM. In this conversation, Jon Johnson shares insights on multiplying effort and marketing strategies, collaboration and ownership of customer communication, personal habits, learning from failure, and recommended resources. Takeaways - Building relationships and rapport with customers is crucial in customer success. - Aligning with key stakeholders and understanding their goals is essential for success. - Using programs and events can drive behavior change and highlight the value of the product or service. - Metrics should focus on stability of revenue and alignment with customer outcomes. Multiplying effort involves focusing on specific topics, creating newsletters, and driving traffic and knowledge throughout the year. - Collaboration is crucial in managing customer communication and ensuring alignment among team members. - Personal habits, such as playing guitar and hyperfixation, can provide a meditative and learning experience. - Learning from failure involves reflecting on past experiences and understanding the importance of respect and effective communication. - Recommended resources include CS Insider for CS-related content and - Measure Over Method for casual newsletters. Chapters 00:00 Introduction and Background 03:02 John's Music Background 03:28 Setting the Foundation: User Testing and Customer Success 05:39 Customer Segments and Key Accounts 07:41 Call Cadence and Relationship Building 10:38 Metrics and Performance Evaluation 22:13 Building Rapport and Relationship over Calls 27:38 Skills and Performance 31:37 Multiplying Effort and Marketing Strategies 34:03 Collaboration and Ownership of Customer Communication 42:04 Habits: Playing Guitar and Hyperfixation 49:07 Learning from Failure 57:29 Recommended Resource: CS Insider and Measure Over Method Jon's LinkedIn: https://www.linkedin.com/in/jonwillia... Prash's LinkedIn: https://www.linkedin.com/in/prashanth... CS Insider: https://www.csinsider.co/ Unchurned Podcast: https://open.spotify.com/show/7trN4hM...