Understanding your customers is crucial. It’s the key to your success. Especially in the fintech industry. Domain expertise as a fintech CSM is more than understanding the tech and the jargon of a specific industry. It’s also aout realizing what customers encounter daily. “You're a tech company, but you sit on the global financial rails, which is a thing that's largely out of your control. You have to become an expert in that, and you have to become an expert in everything around payments. You have to have a love of that and getting into the weeds on that because that's actually your day-to-day value to your customers,” says Tim Smith, Head of Global Customer Success & Product Sales at Stripe. In this episode, Tim sits down with Ted to discuss the value of having a team of domain experts in his role as customer success. Along the way, they talk about what companies get right and wrong in professional services and the coalescence of customer education and pro services. In this episode, you will gain insights into: - Understanding that your professional services are a talent engine for your company - How to cultivate domain experts through an excellent onboarding experience - Creating a culture of documentation gets people on the same page faster, which is vital in the fast-paced world of fintech Tune in on your favorite podcast app to learn more about how you can uplevel the customer success processes in your organization.