#updateai #customersuccess #saas #business
Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing from her time at these powerhouse companies, she reveals how to create the most effective customer success teams, emphasizing the importance of a well-defined team vision, the core values guiding her teams, and innovative approaches to battling churn and ensuring customer satisfaction.
Timestamps
0:00 – Preview & Intros
4:10 – Priorities for 2025
7:07 – Rules of the Road
8:40 – The #1 Rule of the Road
11:23 – Collaboration with Internal Teams
13:00 – Showing Up with a Point of View & Being Engaged
15:37 – Identifying and Hiring Potential Candidates
17:20 – "The Best in the Universe"
21:37 – Amy's Experience at the CS100 Conference
23:40 – Personal Branding and Growth
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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
Amy O.: https://www.linkedin.com/in/amy-oilman/
👉 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:
How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, customer success, customer success team, customer empathy, conversational AI, rules of the road, customer satisfaction, customer retention, customer expansion, Salesforce, Google, customer relationships, CS leader, Conversica, CS priorities, customer experience, retention strategies, customer advocacy, customer insights, collaboration, internal teams, customer empathy, customer journey, customer feedback
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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.
Unchurned - The No. 1 podcast for Customer Success