Customer success as a discipline is often overlooked in early-stage companies, but it’s essential to define and fulfill customer needs. Our guest today is Anna Jacobsen, a customer success leader, and Head of Customer Success at YouCanBook.me. You’ll learn why customer success is different from customer support, and how to proactively create such opportunities in your product.

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Show Notes

• YouCanBook.me — an online scheduling tool for teams
• Drip — Anna’s previous place of work
• Userlist — Jane’s SaaS product that does lifecycle email
• Episode 75: Organizing a UX Research Panel with Ashley Warren
• Notion, Confluence — tools for CRM note-taking
• How Effective Quarterly Business Reviews (QBRs) Build and Sustain Project Momentum — an article by WebEnertia
• The Customer Success Professional’s Handbook — a book by Ashvin Vaidyanathan and Ruben Rabago
• Support-Driven Growth by Help Scout, which implements the “Yes, and…” model
• Follow Anna on Twitter: @annagjacobsen
• annajacobsen.com — Anna’s website

Today’s Sponsor

This episode is brought to you by the new season of Wireframe — a podcast by Adobe about how UX can help technology fit into our lives. Whether you’re a designer or simply design-curious, you’ll learn how design intersects with the current world changes and hear from major leaders in the design and technology industries. Check out the show here, or just search for “Wireframe” in your favorite podcast app.

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