In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time.
Josh and James discuss:
- Evolution of the Customer Success Department at Braze
- Importance of specialization in roles and incentive plans tailored to specific roles
- Monitoring teamwork through showcases, analytics, and ops team
- Importance of personalization and real-time communication
- Role of Leadership in career growth
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