How CS Teams Can Build Trust and Secure Buy-In to Grow and Scale Customer Success ft. Lawrence Waldman (GLMX)

#updateai #customersuccess #saas #business

Lawrence Waldman, who recently stepped into a new role as Global Head of Client Experience at GLMX, shares insights from his initial hundred days at the company. He opens up about navigating change and scaling operations in a rapidly growing space while also spotlighting his team's strong customer relationships and innovative approaches.

Timestamps

0:00 - Preview, Music Nerds Unite, LinkedIn & Intro

8:30 - GLMx, its services

12:28 - Lawrence's new role at GLMx, team dynamics and culture

15:08 - Lawrence's experience hunting a job

19:00 - The first 100 days

23:10 - Building trust and buy-in

31:45 - Pleasant surprises and operational challenges

38:23 - Transitioning from learning to executing

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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

Lawrence Waldman:https://www.linkedin.com/in/lawrencejwaldman/

👉 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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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.