Identifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu)

Unchurned - The No. 1 podcast for Customer Success

Unchurned is presented by UpdateAI Carie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter. They discussed the technology landscape in Atlanta and Carie's experiences while working at big companies like Google, Microsoft, Salesforce, and ERPs. The conversation covered various topics, including the evolution of customer success roles at Salesforce, how Carie's consulting background led her to leadership in the tech industry and much more.

Timestamps

0:00 - Preview

1:17 - Weekend Highlights & Intros

4:46 - Tech landscape in Atlanta

7:03 - Popmenu

9:45 - Listening Strategy & Customer Feedback

11:55 - Kristi's obsession with consultants

13:10 - Consulting mindset for problem-solving and success

17:00 - 3 skills Carie picked up from her time in consulting

19:05 - Feedback on customer requests vs. software innovation

21:50 - Balancing leadership and contact with individual contributors & customers

24:55 - Setting up governance models

26:50 - Gaining insights from skip-level meetings

28:22 - Dealing with the conflicting perspectives of employees and customers

29:50 - Why Salesforce did not choose to dominate the CS industry - Running Customer Success from Salesforce

34:50 - Kristi's She's So Suite Podcast

39:20 - Forming a CS team to manage your customer base

43:35 - Customer Success Roles and Responsibilities

45:00 - The interplay between Account Managers and Customer Success Managers

47:00 - Closing ___________________________ 👉 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 Carie Buchanan: https://www.linkedin.com/in/cariebuchanan/ 👉 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

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👉 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.

________________ Keywords: How to keep your customers happy customer success manager customer support customer success management Customer Success Manager role hiring tips for customer success customer success engineer customer success marketing consulting and customer success ______________________ 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.