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Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure)
Manage episode 451277122 series 3373995
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#updateai #customersuccess #saas #business
Rachel Orston, Chief Customer Officer at Instructure joins the hosts Jon Johnson & Josh Schachter to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of connection and collaboration.
Timestamps
0:00 - Preview & Intros
5:15 - Discussing about CoThrive
8:07 - Diverse customer segments at Instructure
13:15 - Performance metrics that drive success
16:45 - Connecting with customers
22:36 - Emphasis on performance-based variable compensation
27:23 - CS and Sales
30:15 - Tools and processes for improved collaboration
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Youtube: https://youtu.be/JprAz-o-dWk
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👉 Connect with the guest
Rachel Orston: https://www.linkedin.com/in/rachelorston/
Rachel's blogs: https://www.linkedin.com/in/rachelorston/recent-activity/articles/
👉 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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Keywords:
How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Rachel Orson, Canvas, Instructure, on-demand training, integration with Student Information Systems (SIS), customer advisory boards, QBRs, customer relationships, user engagement, Customer Success Managers (CSMs), sales alignment, Salesforce, Gainsight.
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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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