Unchurned - The No. 1 podcast for Customer Success

Accountability, Collaboration & Communication: The Growth Playbook ft. Micki Howl (CRO, Marigold)

Nov 25, 2024

Micki Howl, Chief Revenue Officer at Marigold, opens up about her journey through the ranks and the critical importance of communication in bridging sales and customer success. She shares insights on valuing customer feedback and fostering collaboration to drive business growth. Micki also discusses the balance of hard work and luck in career advancement, and the necessity of an outcome-driven approach to ensure effective team development. Tune in for valuable strategies to enhance accountability and champion continuous improvement!

23:59

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Episode guests

Micki Howl

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Effective communication of customer feedback to higher management is crucial to avoid operational pitfalls and drive business success.

Implementing an accountability framework enhances collaboration and aligns organizational goals, promoting transparency and shared responsibility for growth metrics.

Deep dives

Communication Gaps in Customer Feedback

There is a significant challenge in effectively relaying customer feedback to higher management levels within organizations. Customer Success Managers (CSMs) are often on the front lines, gathering crucial insights, yet these messages may not be properly translated or understood by decision-makers like the Chief Product Officer (CPO) or Chief Technology Officer (CTO). This disconnect can lead to poor decision-making, as executives may dismiss valuable user feedback in favor of their own narratives. Ensuring that all voices, from daily users to the C-suite, are heard is essential to avoid operational pitfalls and foster a company culture that prioritizes customer needs.

Intro

2min

Navigating Growth: From Startups to Leadership

7min

Navigating the Chief of Staff Role

8min

Valuing Customer Voices in Success Models

4min

Driving Growth Through Continuous Improvement

2min

#updateai #customersuccess #saas #business

In this special installment of the revenue series of the Unchurned Podcast, we're thrilled to have Micki Howl (Chief Revenue Officer, Marigold) join Josh Schachter (Founder & CEO, UpdateAI) to shed light on the connection between sales and post-sales, and the critical role customer feedback plays in driving business success. They also discuss her career path and the incredible growth trajectory of Marigold

Timestamps

0:00 - Preview

1:11 - Overview of Marigold

4:44 - Micki's career path and growth

8:21 - Lot of hard work & a pinch of luck

13:10 - Communication & Accountability Framework

16:27 - Measuring progress and being outcome-driven

18:52 - Valuing customer feedback

21:30 - Outcome-driven approach leading to personal 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

Micki Howl: https://www.linkedin.com/in/michelenahowl/

👉 Connect with host

Josh Schachter: https://www.linkedin.com/in/jschachter/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Marigold, revenue series, customer success, Starbucks loyalty app, customer retention, chief revenue officer, CRO, chief operating officer, COO, chief of staff, acquisitions, OKR framework,cross-functionall collaboration, , post-sales operations, customer feedback, accountability framework, career growth, customer satisfaction.

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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.

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