Summary
In this episode, Fahim Waaler speaks with Cara Benecke, a customer success leader at Workflex, about the evolving landscape of customer success, particularly in the context of AI integration.
They discuss the importance of onboarding, customer retention, and the need for customer success teams to be revenue-driven.
Cara shares her insights on the significance of defining success for customers, the challenges of customer adoption, and the necessity of prioritization in customer success roles.
The conversation emphasizes the importance of strategic focus and the need for customer success managers to adapt to changing dynamics in the industry.
Chapters
00:00 Introduction to Customer Success and Cara Benecke
03:00 The Role of AI in Customer Success
05:45 Customer Success as a Revenue Driver
08:21 Building a Customer Success Function
11:00 Onboarding and Adoption Strategies
13:36 The Importance of Customer Fit
16:01 Final Thoughts and Advice for CSMs
Follow Fahim:
Website: CustomerCatalyst
Website: Customer Success Consulting
Follow Cara:
Website: www.getworkflex.com