Wayne McCulloch is the Global Head of Customer Success for Google Cloud SaaS products. He is also the author of a recently-published book called The Seven Pillars of Customer Success, which Jeremey lauds as the best book on customer success he’s ever read. Wayne touches on why empathetic people in customer success need to step up, why CS need to understand their job is not to sell, and why it’s important not to focus so much on churn. Visit SalesLoft.com for show notes and insights from this episode.