Ep. 70: Customer Success Leadership, Ownership & Responsibility to Your Customers – A Conversation with Leah Chaney

Ep. 70: Customer Success Leadership, Ownership & Responsibility to Your Customers – A Conversation with Leah Chaney

By Scott Sambucci | September 17, 2019

Today’s guest is Leah Chaney, CCO, and Co-Founder at BetterGrowth.

Leah is a Customer Success pioneer with almost two decades of experience.

After successfully starting and growing Customer Success teams for over 8 successful startups, Leah decided to go out on her own and join BetterGrowth as a Founding Partner. BetterGrowth is an agency that focuses on in-house talent for SAAS companies around the world.

BetterGrowth’s core offerings include a model where they hire, train, and employee Customer Support agents, sales agents, and recruiters in their Portland office.

 In just over 7 months BetterGrowth has grown its Portland Oregon team to over 15 full-time employees focused on servicing some of the world’s top technology companies. 

Some of the topics that we discussed in this podcast are:

  • Defining what is ‘Customer Success’ from the buyer’s point of view.
  • The importance of being an investigative reporter as part of your customer success work.
  • Getting clear about your known outliers and challenges when creating your implementation plan.
  • The importance of setting up a clear cadence with your new customers.
  • The ‘80/20 rule’ – the biggest kryptonite in customer success.
  • Who runs the quarterly business reviews.
  • Conversation programs for customer success for upsells and renewals.
  • The ‘triple-A’ scorecard for your customer success team.
  • Leah’s dedication and active work around diversity and inclusion around the LGBT community.

 

Links & Resources

BetterGrowth: www.bettergrowth.co

Leah Chancy on LinkedIn: www.linkedin.com/in/leahchaney

Thanks for the rainbow logo… but let’s do better.

www.linkedin.com/pulse/thanks-rainbow-logo-lets-do-better-leah-chaney

 

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