Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)
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Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)
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#updateai #customersuccess #saas #business
Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.
Topics Discussed
- Meet Sarah Parker & Learn about BetterUp
- How coaching equips leaders to navigate challenges
- Challenges at BetterUp
- High-touch approach for customer success
- Challenges despite a high NPS
- Services offered by BetterUp
- Mindset transition from a service provider to a partner
- Augmenting CSMs & enabling customers as platform owners
- High demand for low-touch models faces resistance
- Articulating worth for maximizing impact
- CSMs are trained to be a superhero
- Transitioning from UiPath to BetterUp was personal
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👉 Connect with the guest
Sarah Parker: https://www.linkedin.com/in/sarahkparker/
👉 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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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.