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Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp)
#updateai #customersuccess #saas #business
Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.
Timestamps
0:00 - Preview
1:02 - Josh's childhood bedroom & Men need pillows
2:36 - Wish Jon a Happy Birthday!
4:15 - Meet Sarah Parker & Learn about BetterUp
6:42 - How coaching equips leaders to navigate challenges
10:30 - Challenges at BetterUp
13:00 - High-touch approach for customer success
14:40 - Challenges despite a high NPS
18:18 - Services offered by BetterUp
22:04 - Mindset transition from a service provider to a partner
25:15 - Augmenting CSMs & enabling customers as platform owners
29:10 - High demand for low-touch models faces resistance.
31:45 - Articulating worth for maximizing impact
33:54 - CSMs are trained to be a superhero
35:33 - Transitioning from UiPath to BetterUp was personal
37:35 - Wrap up!
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Sarah Parker: https://www.linkedin.com/in/sarahkparker/
👉 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/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard.
______________________
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.
View all episodes
By Josh Schachter - UpdateAI
5
8787 ratings
#updateai #customersuccess #saas #business
Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.
Timestamps
0:00 - Preview
1:02 - Josh's childhood bedroom & Men need pillows
2:36 - Wish Jon a Happy Birthday!
4:15 - Meet Sarah Parker & Learn about BetterUp
6:42 - How coaching equips leaders to navigate challenges
10:30 - Challenges at BetterUp
13:00 - High-touch approach for customer success
14:40 - Challenges despite a high NPS
18:18 - Services offered by BetterUp
22:04 - Mindset transition from a service provider to a partner
25:15 - Augmenting CSMs & enabling customers as platform owners
29:10 - High demand for low-touch models faces resistance.
31:45 - Articulating worth for maximizing impact
33:54 - CSMs are trained to be a superhero
35:33 - Transitioning from UiPath to BetterUp was personal
37:35 - Wrap up!
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Sarah Parker: https://www.linkedin.com/in/sarahkparker/
👉 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/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard.
______________________
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.
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