Notion Capital   /     GTM09 - Building and Leading in Customer Success, with Pat Phelan, Chief Customer Officer, GoCardless

Description

With a non-traditional path into tech, Pat Phelan has been right in the middle of the evolution of the Customer Success function. In this podcast, Pat discusses how Customer Success aligns with the vision of the business, and at the same time, the needs of the customers. How this is reported to the c-suite, and how this contributes to the northstar of growth is a real master class in how to build and lead a Customer Success team. Pat has an obvious passion for leadership, plus growing and developing his people, hence a must listen for the new and growing Customer Success leaders.Highlights:- Pivoting within CS as one motion won’t fit all your customers- In CS play the ball in front of you- Defining and measuring the key CS KPI’s- Aligning CS with the Northstar of Growth- Creating psychological safe spaces and managing imposter syndrome

Summary

With a non-traditional path into tech, Pat Phelan has been right in the middle of the evolution of the Customer Success function. In this podcast, Pat discusses how Customer Success aligns with the vision of the business, and at the same time, the needs of the customers.

Subtitle
With a non-traditional path into tech, Pat Phelan has been right in the middle of the evolution of the Customer Success function. In this podcast, Pat discusses how Customer Success aligns with the vision of the business, and at the same time, the needs
Duration
00:46:15
Publishing date
2021-07-01 07:00
Link
https://feedpress.me/link/14341/14589431/building-and-leading-in-customer-success
Contributors
  Notion Capital
author  
Enclosures
https://feedpress.me/link/14341/14588032/default_tc.mp3
audio/mpeg

Shownotes

With a non-traditional path into tech, Pat Phelan has been right in the middle of the evolution of the Customer Success function. In this podcast, Pat discusses how Customer Success aligns with the vision of the business, and at the same time, the needs of the customers. How this is reported to the c-suite, and how this contributes to the northstar of growth is a real master class in how to build and lead a Customer Success team. Pat has an obvious passion for leadership, plus growing and developing his people, hence a must listen for the new and growing Customer Success leaders.

Highlights:
- Pivoting within CS as one motion won’t fit all your customers
- In CS play the ball in front of you
- Defining and measuring the key CS KPI’s
- Aligning CS with the Northstar of Growth
- Creating psychological safe spaces and managing imposter syndrome