The evolution of customer success with "The Jasons Take On" Co-Hosts

Meet Jason & Jason, co-hosts of The Jasons Take On in today's podcast collaboration.

Todd Kirk and Casey Trujillo join Jason Whitehead and Jason Noble, the co-hosts of The Jasons Take On podcast to discuss the evolution of customer success.

Learn some of the challenges of scaling impact in customer success, the need for expertise and methodologies in customer success, and the shift towards a consultative function.

Takeaways

• There is a need for expertise and methodologies in customer success
• The role of customer success is to accelerating time to value for customers
• Creating value for customers in customer success requires a focus on understanding customer outcomes.
• Vanity metrics can be misleading and may not accurately reflect the impact of customer success efforts.
• A consultative approach in customer success involves asking the right questions and guiding customers to solve their own challenges.
• Scaling customer success presents challenges in maintaining a human-to-human approach while leveraging technology.
• The role of technology in customer success journeys should be tech-enabled, not tech-led.
• A mindset shift is needed in customer success management to operate more like a coach guiding customers to achieve their goals.

Contents

• 00:00 Intro
• 03:01 Getting to Know the Jasons and Their Podcast Journey
• 06:32 Playing the 'Most Likely To' Game
• 09:12 The Evolution of Customer Success and Shifting Perspectives
• 12:25 Challenges in Scaling Impact and Making an Impact with Customers
• 15:15 Understanding What Good Looks Like in Customer Success
• 28:00 Navigating Vanity Metrics and the Need for a Consultative Approach
• 36:36 Challenges of Scaling Customer Success and the Role of Technology
• 47:48 Mindset Shift in Customer Success Management

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred