How to Develop a “Holistic Approach” to Customer Success ft. Jeremy Evans (Zuora)

Jeremy Evans has spent about as much time leading customer success teams as anyone you’ll find.

Jeremy is the SVP of Customer Success at Zuora, a SaaS company focused on helping subscription services manage their businesses. Prior to Zuora, he also led CS teams at Entelo, New Relic Inc., and Marin Software. 

In short: he knows CS like the back of his hand. 

And that’s what made him such a great guest on the latest episode of Unchurned. 

Here’s a quick rundown of the topics Jeremy spoke to UpdateAI CEO Josh Schachter about on this episode: 

• Fixing a negative NPS 
• Developing a more “holistic approach” to the customer journey 
• Instilling a “people first” mindset 
• How to evaluate and calculate potential churn 
• Bonus: Why Jeremy’s bachelor party was national news in Canada 

Don’t miss this episode, because it’s packed with 30 minutes of great insights. You can listen to the full episode on Spotify and Apple Podcasts, and you can also watch it on YouTube. 

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