How to Build a World-Class Customer Success Org: Lessons from Notion’s CRO and GitHub’s VP of CS
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Episode description
Join Erica Anderson, CRO of Notion and Abbas Haider Ali, VP of CS at GitHub, as they share their unique experiences and professional journey starting at GitHub and continuing to Notion. Learn about building effective customer success teams, the importance of the right KPIs, balancing investments, and fostering great CRO-CCO relationships. Find out how both structured and pod organizational models can contribute to business growth, and gain insights into effective monetization strategies for various customer-facing roles. 00:00 Welcome and Introductions 00:17 First Day at GitHub: A Unique Experience 01:59 Customer Success Teams: Roles and Evolution 05:49 Investment in Customer Success 10:11 Measuring Customer Success 15:28 Internal and External Success Stories 19:00 Lightning Round: Hot Takes on Customer Success 20:47 Conclusion and Final Thoughts ----------------------- Want to join the SaaStr community? We're the 🌎largest community for B2B software. Subscribe for weekly updates: https://www.saastr.com/subscribeform Twitter: https://twitter.com/saastr LinkedIn: https://www.linkedin.com/company/2724976 Quora Group: https://www.quora.com/q/cloud Facebook: https://www.facebook.com/SaaStr/ Instagram: https://www.instagram.com/saastr/ Our North American Event: https://bit.ly/2OXeAYh Our European Event: https://bit.ly/2OZTad8
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