Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures)

#updateai #customersuccess #saas #business

Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards, highlighting the critical role of board meetings and the need for a dedicated customer person in the early stages of a company.

As the discussion unfolds, Brett emphasizes the significance of understanding product fit, customer needs, and the economic sustainability of customer success resources. From the impact of AI on customer success roles to the future of SaaS, tune into uncover the true worth of CS.

Timestamps

0:00 - Preview & Intro

4:50 - The first CS hire

7:25 - The product is a vision

10:25 - The founders don't know

13:15 - CSMs & leaders - LISTEN!!!

17:46 - Should CSMs be responsible for upsells, cross-sells & renewals?

26:06 - We shouldn't give revenue to CS

29:20 - AI & SaaS helps you do your job

37:37 - The need for onboarding

41:16 - Solve the pains of the customer

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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

Brett Queener: https://www.linkedin.com/in/brettqueener/

👉 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.