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In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Ejieme Eromosele, an award-winning customer success leader, about her journey from customer success to general management. They discuss the importance of customer advocacy in driving new sales, strategies for upselling and expansion, and the evolving role of customer success in the go-to-market strategy. Ejieme shares her insights on using data to drive urgency, the significance of a discovery-focused mindset, and the need for value-based storytelling in customer success. The conversation highlights key learnings and the future of customer success as a driver of sustainable growth.

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Chapters

00:00 Introduction
01:56 Meet Ejieme Eromosele
03:22 Transitioning to a General Manager Role 
08:08 The Importance of Customer Advocacy in Sales 
14:44 Shaping Post-Acquisition Strategies for New Sales 
22:53 Building a Customer Growth Function 
28:02 Strategies for Upselling and Expansion 
37:02 Key Learnings and Future of Customer Success

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Website: thecustomersuccesspro.com

Coaching with Anika: CSM RevUP Academy

Connect with Ejieme:

Linkedin: https://www.linkedin.com/in/ejieme/

Ejieme Eromosele is an award-winning Customer Experience and Success Executive with over 15 years of experience in building high-impact customer programs. As the General Manager for EMEA at Quiq, Ejieme leads the company’s expansion across Europe, overseeing all aspects of business growth - including marketing, customer success, new business sales and partnerships.

Ejieme’s expertise spans customer-led growth, with a focus on transforming customer success functions into powerful drivers of business value. She is also the founder of Success in Black, a pioneering platform that promotes diversity, equity, and inclusion in customer success.

Prior to Quiq, she was Managing Director of Customer Experience at The New York Times and led The Times’ efforts to drive retention, loyalty and brand advocacy of its growing subscriber base.

Ejieme spent a decade in management consulting at PwC and Accenture. In these roles, she led CX programs across sectors.

Beyond her corporate work, Ejieme is a respected advisor, speaker, board member, and angel investor, known for her insights on customer experience strategy and customer success. She serves on the board of the Conversational Design Institute Foundation and the AI Council of Firstboard.io, where she contributes her expertise to discussions on responsible and ethical AI and the future of customer engagement.

Ejieme has a BA in Economics from NYU’s College of Arts & Science and an MBA in Strategy and Global Business from NYU’s Stern School of Business.

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