186. Jennifer Peters, Head of Customer Success, Vesper - Building a Customer Journey That Drives Retention

In this episode, we’re joined by Jennifer Peters, Head of Customer Success at Vesper, the commodity data platform working to bring transparency to the global commodity marketplace. Vesper provides market data, benchmarks, and forecasting to allow you to make confident decisions in volatile food markets.

We spoke with Jennifer about what it really means to design and implement an effective customer journey, and why managing a customer portfolio doesn’t automatically mean you’re managing that journey well.

Here are some of the key questions we address:

• What’s the difference between managing customer portfolios and managing the full customer journey?
• Where does the customer journey actually begin, and why is that moment so often misunderstood?
• How do you make your onboarding flow keep pace with a fast-evolving product?
• Why is launching a new feature once never enough?
• What kind of adoption and usage metrics should CS teams monitor to prevent churn?
• How do you operationalize customer success playbooks so they trigger action, not just insight?
• What’s the role of CS in ensuring goals set during the sales cycle don’t disappear after onboarding?
• How do you keep stakeholders across sales, marketing, and product aligned on the journey you're all supporting?

Tune in to hear how Jennifer and her team are building a proactive customer success engine at Vesper - and what any SaaS org can learn about keeping customers engaged, growing, and renewing long after the contract is signed.