Unchurned - The No. 1 podcast for Customer Success Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)
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May 21, 2025 Sarah Parker, SVP of Global Customer Success at BetterUp and former VP at UiPath, discusses the pressing need to transition from high-touch to low-touch customer connections. She highlights how coaching empowers leaders and the challenges of maintaining customer engagement in a post-pandemic world. Parker elaborates on balancing free and paid services, advocating for a shift from reactive support to enabling customer ownership. She emphasizes the evolving role of Customer Success Managers as they adapt to demanding workloads while articulating their value within organizations.
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Challenges in Blue Ocean Market
- BetterUp faces unique challenges as a blue ocean market creating demand for workforce transformation coaching.
- The high-touch bespoke service model struggles to sustain scaling and controlling churn.
High-Touch Limits Scale
- High-touch service limits ability to engage the bottom third of customers, increasing churn due to poor service.
- Customers often surprised by renewal costs or engage only in short-term programs causing more churn.
High NPS with Churn Paradox
- BetterUp boasts an exceptionally high NPS of about 75 with a strong response rate from large enterprises.
- Despite high customer love, churn issues indicate operational gaps downstream in client organizations.