#updateai #customersuccess #saas #business

Hosts Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) sit down with Brian Hansen (Director of CS, Aurora Solar) to discuss how Aurora Solar is reinventing its approach by aligning product usage metrics with sales and customer success efforts. They are adopting a long-term strategy that prioritizes customer growth while tackling the unique challenges of the solar industry. The conversation covers everything from the intricacies of compensation models to how the company is fostering accountability and collaboration across teams.

Timestamps

0:00 - Preview, BS & Intros

5:30 - Work Culture and Mission Drive

7:36 - Solar Coaster

10:15 - Supporting Employees' Career Paths

11:55 - Focusing on "Product Usage" as a Unifying Metric

17:00 - Transition to Incentives-Based Compensation

22:22 - Getting the Board Onboard

24:21 - Impact on Users & Customers

25:52 - Focusing on Qualitative Data Insights

28:50 - Increased Accountability Across the Organization

30:50 - Resource Allocation and Prioritization

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

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👉 Connect with the guest

Brian Hansen: https://www.linkedin.com/in/bhansendoes/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Sales compensation, ongoing payments, customer success strategy, usage value targets, UpdateAI, ideal customer profiles, customer growth, digital strategy, data insights, solar industry challenges, leadership development, product usage metrics, product roadmaps, voice of customer, long-term strategy, accountability, resource allocation, LumoPath partnership, CSM activities, prioritization data, usage value focus, product adoption, sales incentives, credit system, company-wide targets.

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.