Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing company.

Chapters:
00:00:00 - Intro
00:02:36 - Mary Caballero’s background and journey
00:04:58 - Balancing technical and customer roles
00:06:22 - Defining digital customer success
00:08:08 - Tools for scaling customer communication
00:10:41 - Key contacts and stakeholder departures
00:13:47 - Challenges of traditional training methods
00:15:02 - The role of personalization in customer success
00:18:29 - Leveraging NPS beyond the score
00:20:55 - Transforming detractors into champions
00:22:08 - Lessons learned in a startup environment
00:25:27 - Scaling onboarding processes
00:27:53 - Content recommendations for professional growth
00:29:36 - Integrating customer success and marketing
00:34:36 - Shoutouts and key mentors

Enjoy! I know I sure did...

Mary’s Linkedin: https://www.linkedin.com/in/mary-caballero/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

🎬 This content was edited by Lifetime Value Media.
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