41 | ⚠️ Why Sales and CS Silos Are Killing Your Growth (And Nobody Talks About It) 💣 with Jina Kim (RedRock, Carta, Techstars)

Redefining Customer Success with Jina KimJina Kim is an experienced customer experience executive with a diverse background spanning investment banking, programming, and a pioneering role at Carta. In this episode of Good Revenue, host Neeta Bidwai and Jina cover:The importance of proactive customer engagement and the need for structuring teams with subject matter expertise.Why you have to create a comprehensive learning environment for customer success.Differences between early Salesforce and modern customer success models.Navigating organizational challenges in large companies.AI and chatbot impact on customer success.Impacts of venture capital pressure and the role of VC role in shaping company strategies.What it takes to build strong CS teams and empower employees.The need for trust and collaboration across teams.Role of technology and AI in transforming customer service.How companies can balance revenue responsibilities between customer success and sales.This episode is a must-listen for anyone in customer success and organizational leadership._Where to find Jina:https://www.linkedin.com/in/jinakim/Where to find Neeta:https://www.linkedin.com/in/neetabidwai/Where to find Good Revenue:https://goodrevenue.io/goodrevenuehttps://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ_Highlights:00:00 Introduction to Jina Kim00:17 Jina's Career Journey01:43 Customer Success at Carta04:50 Challenges in Customer Success07:18 Impact of Organizational Structure13:01 Role of VCs in Company Strategy15:52 Building a Customer-Centric Culture31:24 Importance of Documentation32:19 Hiring the Right CS Leader33:50 Empowering Employees for Success38:38 Conclusion and Final Thoughts_Referenced:• Challenger Sales: https://www.amazon.com/Challenger-Sale-Control-Customer-Conversation/dp/1591844355 • Carta: https://www.carta.com • Salesforce: https://www.salesforce.com • Gainsight: https://www.gainsight.com 👇 SUBSCRIBE FOR SHARP INSIGHTS 🔔YouTube: https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQSpotify: https://open.spotify.com/show/44me6PABSQ0k0GfphM70auApple: https://podcasts.apple.com/us/podcast/good-revenue/id1707461473Web: https://goodrevenue.io/goodrevenueFollow Neeta: https://www.linkedin.com/in/neetabidwai/ Hosted on Acast. See acast.com/privacy for more information.