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In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Guy Rahamim, a Senior Manager of Customer Success at Linear B. They discuss Guy's unique journey from studying dentistry to thriving in customer success, the innovative strategies he employs to reduce churn, and the importance of data-driven decisions in customer success. Guy shares insights on the Ideal Customer Behavior (ICB) metric, which helps in understanding customer engagement and retention.

Timestamps:

00:00 Introduction

02:49 Guy's Journey to Customer Success

06:08 Understanding Linear B and Its Operations

09:29 Career Aspirations and Goals in Customer Success

11:53 Winning the Creative Customer Success Leader Award

14:12 Challenges with Churn and Customer Health Scores

15:11 Introducing Ideal Customer Behavior (ICB)

20:00 Building Cross-Functional Teams for Success

23:48 The Importance of Collaboration in Customer Success

24:16 Proactive Risk Management in Customer Success

30:27 Leveraging Data for Customer Engagement

36:38 Renewal Strategies and Customer Value

41:47 QuickFire Questions Round

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Website: thecustomersuccesspro.com

Coaching with Anika: CSM RevUP Academy

Connect with Guy Rahamim: https://www.linkedin.com/in/guy-rahamim/

Guy Rahamim is a dynamic leader in customer success, passionate about helping R&D teams achieve transformative business outcomes. With over a decade of global experience spanning EMEA, APAC, and LATAM, Guy combines strategic planning, leadership, and technical expertise to drive positive net revenue retention and high customer satisfaction.

Currently, Guy is a Senior Manager of Customer Success at LinearB. He is also a founding lead at CS Insider and a member of CS Angel, a syndicate of customer success experts investing in innovative technologies.

Guy holds a B.Sc. in Biomedical Sciences and an MBA and is recognized as a 2022 & 2023 Top 100 Customer Success Strategist. He is certified at all four levels of the Certified Customer Success Management Professional program, highlighting his dedication to continuous learning and excellence.

Guy’s ICB Framework: https://docs.google.com/presentation/d/1BTQBIKeWqfI4LfX6MlkcFkIFBEqvUqkxayJtSrsHpuI/edit#slide=id.g2cf81ef3f44_0_66

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