From PLG to SLG: How to Rebuild Customer Success When You Go Upmarket with Alon Ahronberg

Episode notes

Enroll in RevUP Academy: In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Alon Ahronberg, VP of Customer Success at Atera. They discuss the transition from a product-led growth model to a sales-led growth model, the importance of redefining customer success roles, and the implementation of proactive customer journeys. Alon shares insights on enhancing customer adoption, the significance of re-onboarding customers, and the role of AI in shaping the future of customer success. The conversation emphasizes the need for strategic leadership and project management in scaling customer success teams effectively. Chapters: 00:00 Introduction 03:14 Transitioning from Product-Led to Sales-Led Growth 05:54 The Importance of Customer Success in Tech 09:03 Building a Proactive Customer Success Organization 11:57 Defining Roles in Customer Success 14:47 Implementing Customer Journeys and Health Scoring 17:48 Enhancing Customer Adoption and Value 21:12 Re-Onboarding Customers for Success 23:52 The Role of AI in Customer Success 27:02 Challenges in Scaling Customer Success Teams 30:02 Lessons Learned from Moving Upmarket 32:46 Final Thoughts and Quickfire Questions