Unchurned - The No. 1 podcast for Customer Success The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health)
#updateai #customersuccess #saas #business
Rachel Tsui, the ex-Head of CS at Komodo Health, joins hosts Jon Johnson and Josh Schachter to dive deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health.
Timestamps
0:00 - Preview, & Intros
7:30 - CS at Komodo Health
10:28 - KPIs for customer success at Komodo
12:00 - Plans and Priorities
13:22 - Focusing on separating support from CS activities
16:03 - Managing expectations around promotions
20:06 - Navigating career growth
23:50 - Cross-functional collaboration and tools for knowledge sharing
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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
Rachel Tsui: https://www.linkedin.com/in/racheltsui
👉 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/
👉 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, healthcare map, health data, AI, big data, Komodo Health, customer success, net dollar retention, CSM, customer engagement, healthcare platform, data platform, CS team, account management, product utilization, strategic initiatives, executive relationships, customer influence, renewal rate, Gainsight, CRM, AMs (Account Managers), team structure.
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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.