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119 - Where to Start and How to Build a Successful Customer Success Function - Sara Masson
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Do you need to build a successful customer success function from scratch, but you feel overwhelmed and unsure where to start? In this episode of the WICS podcast, I asked Sara Masson to join me so that we can go into that specifically.
Sara is a VP of Customer Success and an innovative customer success professional who’s passionate about customer focus, creative campaigns, and organised project planning.
She shares her CS journey, her framework, where to start from, and what the building blocks of a customer success function are.
What you'll learn from this episode:
- How to build a successful customer success function
- Common mistakes made by CSMs
- How to deliver value to your customers
- What works well
Listen now and build a thriving customer success function. By mastering the customer journey and building a strong customer success function, will result in long-term satisfaction and loyalty. Remember, every step you take to improve customer success impacts the growth and success of your business.
Follow Sara!
Sign up for Sara's course HERE.
This episode is brought to you by Deployflow.
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About Women in Customer Success Podcast:
Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Follow:
Women in Customer Success
- Website - womenincs.co/podcast
- LinkedIn - linkedin.com/company/womenincs
- Instagram: https://www.instagram.com/womenincs.co/
Host Marija Skobe-Pilley
- Website - https://www.marijaskobepilley.com/
- LinkedIn - https://www.linkedin.com/in/mspilley/
- Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie
NEW - Women in Customer Success Courses:
- Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader
- The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm
Chapters
1. Customer Success Framework With Sarah Masson (00:00:00)
2. Navigating Customer Success Framework Progression (00:11:28)
3. Effective Customer Success Strategy Development (00:17:44)
4. Effective Customer Success Tactics and Strategies (00:31:40)
126 episodes
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