Have you ever considered what keeps customers coming back for more? Megan Yen, VP of Customer Success and Activation at Ramp, joins us to unravel the secrets behind building a thriving customer success department.

With her extensive background transitioning from management consulting to the tech world, Megan brings a unique perspective on fostering early customer activation and combating churn in consumption-based business models.

This episode peels back the layers of what makes for a successful customer journey, from the initial onboarding experience to the nuanced dance of keeping clients engaged over time. Whether you're a CS professional or curious about the inner workings of tech company growth, Megan's insights are invaluable in understanding the compelling world of Customer Success.

01:58 The Evolution of Megan's Career

04:09 The Importance of Customer Success in Business

05:37 Ramp's Culture and Success Factors

06:44 Evolving Role of Customer Success in Tech

08:49 Hiring for Customer Success: Skills and Qualities

11:54 Revenue Responsibility in Customer Success

13:18 Onboarding and Activation: Key to Customer Retention

15:56 Predictive Analytics and Leading Indicators

18:59 Cross-Functional Collaboration and the Pod Model

24:45 Early Day Struggles and Scaling Onboarding at Ramp

30:41 Addressing Churn: Strategies and Customer Understanding

33:54 The Importance of Credibility and Brand in Customer Retention

35:56 Embracing Innovation and AI in Customer Success

46:32 Lightning Round: Quickfire Questions