Every single Customer Success team says that they want to become less reactive and more proactive. But few CS leaders will admit that it's a long journey to get there. Our guest on this episode, Emmanuelle Skala, takes us inside that journey. Emmanuelle is the Senior Vice President of Customer Success at Toast, the restaurant technology juggernaut trusted by tens of thousands of restaurants for their POS system, online ordering, payroll and more. In our conversation, we talk about the tricky balance of organizational efficiency and customer experience, how Toast creates hospitable moments for their customers through data, and Emmanuelle's unique career trajectory from Operations to Sales to CS. Like this episode? Be sure to leave a ⭐️⭐️⭐️⭐️⭐️⭐️ review and share the pod with your friends! You can connect with Sean and Emmanuelle on Twitter @Seany_Biz @elleskala @HYPERGROWTH_pod