How Can CSMs Manage Interruptions & Predict Customer Risk? ft. Arit Nsemo (Searchspring)

#updateai #customersuccess #saas #business

In this podcast episode, Arit Nsemo (Senior Director of Customer Success at SearchSpring) joins hosts Josh Schachter (Founder & CEO, UpdateAI) and Kristi Faltorusso (CCO, Client Success) to share how she navigates the challenges of proactive customer risk management and managing interruptions to boost productivity for CSMs. She also discusses her experience at CS100.

Timestamps

0:00 - Preview, BS & Intros

3:00 - Experience at CS100

9:00 - Arit talks about her presentation at CS100

12:30 - Learn about Searchspring & Arit's role

15:00 - Predicting customer risks manually to enable future automation

18:57 - Using customer data to draw insights

21:15 - Customers inquire about AI but lack specifics

23:45 - Kristi's inquiry about scaling manual processes for insights

27:35 - Getting CSMs aligned to the eagle view

29:45 - Dealing with cross-functional requests & demands

31:58 - Evolution of Kristi's leadership style

34:09 - CSMs are busy serving others

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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

Arit Nsemo: https://www.linkedin.com/in/aritnsemo/

👉 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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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager, SearchSpring, Customer Success Managers,CS100 event

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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.