Nobody prepares you for the jump from CSM to CS leader. But Rachel Provan is trying to change that. Rachel is a customer success leadership coach, helping CS leaders and early-stage companies build customer success strategies and leadership habits that scale.

Nobody prepares you for the jump from CSM to CS leader. But Rachel Provan is trying to change that.

Rachel is a customer success leadership coach, helping CS leaders and early-stage companies build customer success strategies and leadership habits that scale.

She joined Alex to discuss the psychology and strategy behind CS, including:

• When a founder should make their first CS hire
• The best way for CS to handle product feedback
• Why live training sessions aren’t always the best way to onboard clients
• How to be more proactive about winning renewals