Is Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk

#updateai #customersuccess #saas #business

Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee experience, the value of customer success in the tech industry, and the significance of taking a break to recalibrate.

Timestamp:

0:00 - Preview, Intros & BS

5:50 - Reflect, Recalibrate & Refuel

13:00 - Perfection isn't a reality

17:08 - People. Process. Product

18:20 - Employee onboarding is broken

23:03 - Happy CSMs Happy Customers

25:00 - What should employee onboarding look like?

30:20 - Tools for onboarding employees

39:20 - BS & Closing

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Paulina Staszuk: https://www.linkedin.com/in/paulinastaszuk

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

new employees, customer success, CS motion, onboarding, structured onboarding, customer relationships, employee experience, Slack, Notion, Loom, GIF creators, Clockwise app, work relationship, support tickets, remote work, AI-based support, NPS scores, customer experience

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.