Unchurned - The No. 1 podcast for Customer Success

Are CSMs the CEOs of Their Customer Books? ft. Parul Bhandari, Jenny Calvert, Lawrence Waldman

Oct 2, 2024

In this engaging discussion, guests Parul Bhandari, a customer success expert, and Jenny Calvert, a strategic leader in the field, join Lawrence Waldman to explore the evolving role of Customer Success Managers. They advocate for a proactive, CEO-like mindset in managing customer accounts and emphasize the need for internal alignment and adaptability. Key topics include redefining success, the challenges of customer churn, and the significance of genuine customer feedback. Their insights aim to foster sustainable growth and improve retention strategies.

45:58

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Episode guests

Jenny Calvert

Parul Bhandari

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Customer Success Managers should adopt a proactive, strategic approach to account management, acting as advocates and partners for their clients.

Effective customer success strategies must be customized to align with unique organizational goals and evolving market dynamics rather than relying on generic playbooks.

Deep dives

The Role of Customer Success Managers

Customer Success Managers (CSMs) play a crucial role in forecasting customer health beyond traditional metrics like churn or growth. They should analyze their accounts regularly to understand customer maturity and identify which clients can handle changes such as price increases. This proactive approach allows CSMs to act as strategic partners and advocates for their accounts, enabling them to develop tailored plans that prioritize customer satisfaction and retention. By empowering CSMs to become the 'CEOs of their books,' organizations can foster stronger relationships and preemptively address potential churn risks.

Intro

4min

Evolving Success in Customer Management

13min

Addressing Organizational Challenges in Customer Success

5min

Navigating Customer Churn Challenges

7min

The Dangers of Growth at Any Cost and the Importance of Customer Communication

3min

Navigating Customer Success Challenges

14min

#updateai #customersuccess #saas #business

This week Jon Johnson (UserTesting) & Josh Schachter (UpdateAI) are joined by Parul Bhandari (CustomerXSuccess), Lawrence Waldman (Exegy), and Jenny Calvert to advocate for a proactive, strategic approach to customer management. Throughout this conversation, our guests highlight the importance of internal alignment, strategic planning, and a holistic approach to customer success—all aimed at fostering sustainable growth and alignment with long-term business objectives. So, sit back, relax, and join us as we unearth valuable insights and actionable strategies to elevate your customer success efforts.

Timestamps

0:00 - Preview & Intros

3:42 - Defining success for a customer

6:20 - Applying past playbooks in new organizations

12:02 - Adopting a 360-review approach for a holistic view of problems

15:00 - Necessity to ensure there is "Product-Market fit"

17:45 - Customer Success is HARD

21:45 - Understanding Customer Success Problems and Root Causes

27:14 - Adjusting Prices and Market Realities

31:18 - Aligning sales pitches with actual product capabilities

32:23 - Forecast customer outcomes and strategically manage accounts

35:52 - Frustration about end-of-quarter exceptions and paperwork

39:45 - First move after joining a new organization

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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

Parul Bhandari: https://www.linkedin.com/in/parul-bhandari-1294488/

Jenny Calvert: https://www.linkedin.com/in/jennycalvert/

Lawrence Waldman: https://www.linkedin.com/in/lawrencejwaldman/

👉 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 role, Customer Success Management, customer churn, customer success metrics, forecasting customer outcomes, revenue growth, customer satisfaction, fear in customer success, NRR (Net Revenue Retention), GRR (Gross Revenue Retention), customer loyalty, Customer Success Manager training, core responsibilities, preventive measures, customer feedback, holistic approach, market fit, strategic planning, leadership in customer success, sales and product alignment, churn problem solutions.

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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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