Episode 183: Customer Success with Anna Jacobsen

Customer success as a discipline is often overlooked in early-stage companies, but it’s essential to define and fulfill customer needs. Our guest today is Anna Jacobsen, a customer success leader, and Head of Customer Success at YouCanBook.me. You’ll learn why customer success is different from customer support, and how to proactively create such opportunities in your product.Download the MP3 audio file: right-click here and choose Save As.Podcast feed: subscribe to https://feeds.simplecast.com/4MvgQ73R in your favorite podcast app, and follow us on iTunes, Stitcher, or Google Play Music.Show NotesYouCanBook.me — an online scheduling tool for teamsDrip — Anna’s previous place of workUserlist — Jane’s SaaS product that does lifecycle emailEpisode 75: Organizing a UX Research Panel with Ashley WarrenNotion, Confluence — tools for CRM note-takingHow Effective Quarterly Business Reviews (QBRs) Build and Sustain Project Momentum — an article by WebEnertiaThe Customer Success Professional’s Handbook — a book by Ashvin Vaidyanathan and Ruben RabagoSupport-Driven Growth by Help Scout, which implements the “Yes, and…” modelFollow Anna on Twitter: @annagjacobsenannajacobsen.com — Anna’s websiteToday’s SponsorThis episode is brought to you by the new season of Wireframe — a podcast by Adobe about how UX can help technology fit into our lives. Whether you’re a designer or simply design-curious, you’ll learn how design intersects with the current world changes and hear from major leaders in the design and technology industries. Check out the show here, or just search for “Wireframe” in your favorite podcast app.Interested in sponsoring an episode? Learn more here.Leave a ReviewReviews are hugely important because they help new people discover this podcast. If you enjoyed listening to this episode, please leave a review on iTunes. Here’s how.