Ep#07: Dive into Customer Success at Acquire App and Deel ft. Bradley Liou (Head of Customer Success, Acquire App)

In conversation with Bradley Liou, Head of Customer Success at the Acquire App, who accidentally started his Customer Success journey and never settled. As per his proven and actionable knowledge, Bradley expressed what he believes makes Customer Success teams successful and product scalable. A product that provides value to the customer is integral; a) a product roadmap, b) well-integrated processes, c) people that make the process, and d) the right technologies to be incorporated and measured. All these are in place to achieve the goal of frictionless onboarding and value realization. A CS team must be well-integrated and must not work in silos to achieve these goals. Also, it is the need of the hour to transform our Customer Success operations and not wait until it’s indispensable to have a dedicated Customer Success team. Bradley also shared his experience building CS teams and playbooks. He also talked about his attempts to have suitable tools, pitch-perfect segmentation, and mistakes he made along the way. Then there was a discussion about the progress of the Acquire App, the technologies incorporated by Bradley for the Acquire App, and steps he has taken to make the app Scalable. As the conversation progressed, the discussion revolved around Bradley’s journey as a lone CS warrior, his tools, decision-making process, segmentation, general approach toward CS ops, and challenges in engagement. The podcast concluded with how according to his experience efficient and actionable data benefits the product teams.