Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI)
Manage episode 399705225 series 3373995
#updateai #customersuccess #saas #business
Ryan Seams, Head of Customer Success at Assembly AI joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more.
Timestamps
0:00 - Preview
1:01 - Meet our hosts
1:48 - Meet Ryan Seams
4:50 - Dissecting the title - "Head of Customer Success"
6:06 - Ryan's Wall of "You Are Here" Starbucks mugs
15:01 - What does Assembly AI do?
18:50 - The hunger to embrace chaos for growth
22:33 - CSMs as strategic partners to drive value
25:31 - How to avoid customer success from becoming customer support?
26:46 - Meet your customers where they are at
32:55 - Allocating time on the tasks that matter
37:20 - Customer success needs different skills at different organizations
40:45 - Importance of using consistent customer segmentation in your organizations
43:00 - AI's indeterminacy challenges customer success
45:05 - Learning & contributing to CS
47:45 - Closing
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👉 Connect with the guest
Ryan Seams: https://www.linkedin.com/in/ryanseams/
👉 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/
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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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114 episodes