Elevating Customer Success Through Culture Building (w/ Cynthia Taylor of CultureAmp)

Exceptional Customer Success begins with a vibrant culture. 

Cynthia Taylor, SVP of Customer Success, Support Experience, and People Science Teams at CultureAmp, joins the show to unveil powerful strategies for building a thriving culture through deliberate and consistent efforts. Her insights include the importance of internal branding, how to create and enact effective and consistent rituals, tips for improving cross-departmental collaboration, and more.

About Cynthia:
Cynthia Taylor is a high-impact leader energized by seeing people accomplish work that’s never been done before. She has built and scaled world-class B2B2C Sales and Customer Success organizations five times, growing alongside the field of Customer Success itself. Cynthia has extensive experience as an advisor in crafting best-in-class customer experience processes and teams, and leading technology companies. Her sweet spot is rapid-growth organizations seeking an innovative, SaaS-savvy Customer Success leader who solves problems to drive results from an outcomes-focused customer perspective, ensuring both the customer and her organization prosper.

Guest Quote:
“I was having a conversation with someone that ‘professional’ does not have to mean ‘formal’. Like, those two things are really important to think about, right? Consistency can mean fun. Professional can also mean informal and what those things can bring together can be a really high caliber engaging experience for teams.”

Timestamps:
*(03:40) - The importance of internal branding

*(05:15) - How to create and enact effective and consistent rituals 

*(09:55) - Tips for improving cross-departmental collaboration

*(22:25) - Quick hits

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Links:

• Connect with Taylor Johnston on LinkedIn
• Connect with Cynthia Taylor on LinkedIn
• Learn more about Vitally
• Complete our season 1 survey