Vikram welcomes Heidi Lasker, VP of Customer Success, Americas at Bynder, to the podcast this week. As you will hear, Heidi is a proven data-driven Customer Success leader who is fully focused on growing and managing teams that drive customer adoption, retention, expansion, and advocacy. Through her work, she has become a spokesperson for humanizing customer experiences, making her the perfect person to discuss the many aspects of building organizations boasting customer success cultures.

Heidi is absolutely overflowing with information and advice as she reviews customer success trends, explains the role of the Customer Success Department, and then delves into the many aspects that go into creating and maintaining a customer-centered culture within the organization. Along the way, she addresses ensuring a unified voice across all channels, the key pillars in customer success, focusing on objectives and key results, the sales side of her job, and customer health score tracking. All of this leads to her concluding thoughts regarding the need for investing in customer success as early as possible in the life of an organization. As you listen in today, you will undoubtedly agree that Heidi’s passion, knowledge, and insight into her work here today render this episode, as Vikram notes, ‘a phenomenal learning experience’.