119 - Where to Start and How to Build a Successful Customer Success Function - Sara Masson

Episode notes

Text us your questions and thoughts! Do you need to build a successful customer success function from scratch, but you feel overwhelmed and unsure where to start? In this episode of the WICS podcast, I asked Sara Masson to join me so that we can go into that specifically. Sara is a VP of Customer Success and an innovative customer success professional who’s passionate about customer focus, creative campaigns, and organised project planning. She shares her CS journey, her framework, where to start from, and what the building blocks of a customer success function are. What you'll learn from this episode: How to build a successful customer success function Common mistakes made by CSMs How to deliver value to your customers What works well Listen now and build a thriving customer success function. By mastering the customer journey and building a strong customer success function, will result in long-term satisfaction and loyalty. Remember, every step you take to improve customer success impacts the growth and success of your business. Follow Sara !

• [WiCS PowerUp Spotlight] The Customer Success Talent Playbook58 / 100
• 150 - Building Customer Success Skills That AI Can’t Replace61 / 100
• 149 - It's Not You, It's Them: The Art of Being Tenacious and Not Giving Up51 / 100
• 148 - AI And Empathy In Customer Success
• [WiCS PowerUp Masterclass S2:E4] The Future of CS: Biggest Takeaways from Pulse Europe