#updateai #customersuccess #saas #business

Josh Schachter, Co-Founder & CEO of UpdateAI, sits down with Carly Van Kirk, Head of CS at AngelList. Carly pulls back the curtain on AngelList’s unique approach to supporting emerging and established GPs and shares her journey into this pivotal leadership role amidst rapid company growth and industry transformation. Join us as Carly shares how AngelList is reshaping customer segments, dealing with the challenges of scaling an increasingly complex platform, and balancing high-touch professional services with tech-driven solutions.

Timestamps

0:00 - Preview

1:45 - Overview of AngelList

2:35 - COVID-Era Growth & Rolling Fund at AngelList

4:12 - Carly's Role, Team Structure & Customer Segmentation at AngelList

9:30 - Hunting for a New Job

13:20 - Carly’s Priorities in Her First 180 Days at AngelList

14:45 - Key Challenges and Initiatives Identified

14:45 - Automation, Tooling, and Workflow Inefficiencies

22:43 - Understanding and Improving Time to Value

24:24 - AI’s Current and Future Role in AngelList and CS

27:36 - Customer Success as a Commercial Center

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👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

Carly Van Kirk : https://www.linkedin.com/in/carlyvankirk/

👉 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.

The Cold, Hard Truth, Pt 1