Summary
In this episode of Customer Success with Fahim Waaler, Angeline Gavino shares her extensive experience in customer success, discussing her journey from customer support to leading CS teams in startups.
She emphasizes the importance of aligning customer success with revenue generation and offers practical advice for CS leaders, especially those from non-sales backgrounds.
The conversation also explores the evolving role of customer success in organizations, the impact of AI on the industry, and the need for a customer-centric mindset across all departments.
Chapters
00:00 Introduction to Customer Success and Angeline Gavino
03:16 Angeline's Journey in Customer Success
06:21 Aligning Customer Success with Revenue
08:54 Tips for Non-Sales Background CSMs
13:57 The Role of CSMs vs Account Managers
18:06 Different Revenue-Driven CS Models
19:10 Emerging Trends in Customer Success
25:35 The Impact of AI on Customer Success
30:25 Practical Advice for Customer Success Professionals
Follow Fahim:
Website: CustomerCatalyst
Website: Customer Success Consulting
Follow Angeline:
Website: www.csrevspeak.com