Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach. Timestamps 0:00 - Preview 1:02 - Josh's childhood bedroom & Men need pillows 2:36 - Wish Jon a Happy Birthday! 4:15 - Meet Sarah Parker & Learn about BetterUp 6:42 - How coaching equips leaders to navigate challenges 10:30 - Challenges at BetterUp 13:00 - High-touch approach for customer success 14:40 - Challenges despite a high NPS 18:18 - Services offered by BetterUp 22:04 - Mindset transition from a service provider to a partner 25:15 - Augmenting CSMs & enabling customers as platform owners 29:10 - High demand for low-touch models faces resistance. 31:45 - Articulating worth for maximizing impact 33:54 - CSMs are trained to be a superhero 35:33 - Transitioning from UiPath to BetterUp was personal 37:35 - Wrap up! ___________________________ 👉 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 Sarah Parker: https://www.linkedin.com/in/sarahkparker/ 👉 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

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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.

______________________ 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.