Jan Young

Jan Young, a Customer Success Consultant with over 13 years of experience, shares her insights on becoming a great Customer Success leader. She discusses the power of storytelling and how it can bridge customer needs with business offerings. Jan emphasizes the importance of creating a pragmatic customer journey and developing a strategic roadmap for Customer Success organizations. Her blend of agile methodologies and emotional intelligence offers a fresh approach to leadership, inspiring listeners to enhance their everyday practices in this evolving field.

Jan Young, a seasoned customer experience and success practitioner, shares powerful upselling tactics. She emphasizes the importance of timing and the right approach to maintain trust with customers. Selling too early can erode relationships, so focusing on needs post-sale is crucial. Jan discusses the balance between advocacy and expansion targets, warning against quota pressure that can lead to premature selling and increased churn. She also suggests proactive strategies for spotting upsell opportunities and highlights the value of effective negotiation skills.

Jan Young, a remarkable guest in customer success and upselling, discusses the mindset shift in customer success, developing negotiation skills, and leveraging data for success. She highlights the three conditions for successful post-sale expansion and the importance of practicing and teamwork in negotiation. Jan also emphasizes the need to align with the company's go-to-market strategy and understand customer needs and goals for effective customer engagement.