
Sign up to save your podcasts
Or
Have you ever considered what keeps customers coming back for more? Megan Yen, VP of Customer Success and Activation at Ramp, joins us to unravel the secrets behind building a thriving customer success department.
With her extensive background transitioning from management consulting to the tech world, Megan brings a unique perspective on fostering early customer activation and combating churn in consumption-based business models.
This episode peels back the layers of what makes for a successful customer journey, from the initial onboarding experience to the nuanced dance of keeping clients engaged over time. Whether you're a CS professional or curious about the inner workings of tech company growth, Megan's insights are invaluable in understanding the compelling world of Customer Success.
01:58 The Evolution of Megan's Career
04:09 The Importance of Customer Success in Business
05:37 Ramp's Culture and Success Factors
06:44 Evolving Role of Customer Success in Tech
08:49 Hiring for Customer Success: Skills and Qualities
11:54 Revenue Responsibility in Customer Success
13:18 Onboarding and Activation: Key to Customer Retention
15:56 Predictive Analytics and Leading Indicators
18:59 Cross-Functional Collaboration and the Pod Model
24:45 Early Day Struggles and Scaling Onboarding at Ramp
30:41 Addressing Churn: Strategies and Customer Understanding
33:54 The Importance of Credibility and Brand in Customer Retention
35:56 Embracing Innovation and AI in Customer Success
46:32 Lightning Round: Quickfire Questions
5
5858 ratings
Have you ever considered what keeps customers coming back for more? Megan Yen, VP of Customer Success and Activation at Ramp, joins us to unravel the secrets behind building a thriving customer success department.
With her extensive background transitioning from management consulting to the tech world, Megan brings a unique perspective on fostering early customer activation and combating churn in consumption-based business models.
This episode peels back the layers of what makes for a successful customer journey, from the initial onboarding experience to the nuanced dance of keeping clients engaged over time. Whether you're a CS professional or curious about the inner workings of tech company growth, Megan's insights are invaluable in understanding the compelling world of Customer Success.
01:58 The Evolution of Megan's Career
04:09 The Importance of Customer Success in Business
05:37 Ramp's Culture and Success Factors
06:44 Evolving Role of Customer Success in Tech
08:49 Hiring for Customer Success: Skills and Qualities
11:54 Revenue Responsibility in Customer Success
13:18 Onboarding and Activation: Key to Customer Retention
15:56 Predictive Analytics and Leading Indicators
18:59 Cross-Functional Collaboration and the Pod Model
24:45 Early Day Struggles and Scaling Onboarding at Ramp
30:41 Addressing Churn: Strategies and Customer Understanding
33:54 The Importance of Credibility and Brand in Customer Retention
35:56 Embracing Innovation and AI in Customer Success
46:32 Lightning Round: Quickfire Questions