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Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics)
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#updateai #customersuccess #saas #business
Tatiana Ferreira (CCO, Launchmetrics) joins the hosts Kristi Faltorusso (CCO, Client Success), Jon Johnson (Principal CSM, User Testing) & Josh Schachter (Founder & CEO, UpdateAI). They discuss the complexities of mergers and acquisitions, the shift towards proactive customer outreach, the challenges of communication in multi-CSM models, the emerging role of AI in predicting risk within customer success, the balance between specialized and generalized customer support, and the imperative of clear communication during organizational changes.
Timestamps
0:00 - Preview, BS, Intros
3:50 - Overview of Launchmetrics
9:20 - Aligning motivations & communicating post-merger integration
13:26 - OKRs and employee engagement
15:50 - Mixed roles in CS and professional services
18:27 - Challenges in customer interaction and communication clarity
25:00 - Automation and tech stack
27:35 - Enablement and evolving skill sets for CSMs
30:00 - Need for understanding data and being proactive
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👉 Connect with the guest
Tatiana Ferreira: https://www.linkedin.com/in/tatianarferreira/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
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Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
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