L&D Disrupt

How The Pandemic Changed Customer Success And How We Can Respond | Angela Guedes | Episode 13

Jul 14, 2021

33:28

It goes without saying that customer success has changed since the pandemic, but the better questions are how has it evolved? What can leaders do more effectively in response? And how can we learn socially from our CS colleagues and other departments in the world of hybrid work?

Angela Guedes, Head of Customer Success at Belvo, joined us on this week’s episode to answer these questions and plenty more.

We talked about her transition from a similar role at Typeform (where she worked for seven years), the best starting point for building a CS function at a young company, the importance of recognising internal customer needs, the optimal onboarding journey, and whether there’s a pressure to know all the answers when you’re leading a team.

Running order

0:00 Intro to Angela Guedes.

1:52 How the pandemic has changed customer success.

4:17 What’s it like joining a new company and building a CS function?

6:16 What does an optimal onboarding journey look like for a new starter?

10:33 The roles and responsibilities of a Head of Customer Success.

15:05 Is there a pressure to know all of the answers?

17:24 How Angela approaches learning and becoming better at her role?

19:47 Replicating social learning in the hybrid and remote CS world.

23:08 The voice of the customer programs.

25:42 Quickfire questions.

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