From PLG to SLG: How to Rebuild Customer Success When You Go Upmarket with Alon Ahronberg

Enroll in RevUP Academy: https://thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Alon Ahronberg, VP of Customer Success at Atera. They discuss the transition from a product-led growth model to a sales-led growth model, the importance of redefining customer success roles, and the implementation of proactive customer journeys. Alon shares insights on enhancing customer adoption, the significance of re-onboarding customers, and the role of AI in shaping the future of customer success. The conversation emphasizes the need for strategic leadership and project management in scaling customer success teams effectively.Chapters:00:00 Introduction03:14 Transitioning from Product-Led to Sales-Led Growth05:54 The Importance of Customer Success in Tech09:03 Building a Proactive Customer Success Organization11:57 Defining Roles in Customer Success14:47 Implementing Customer Journeys and Health Scoring17:48 Enhancing Customer Adoption and Value21:12 Re-Onboarding Customers for Success23:52 The Role of AI in Customer Success27:02 Challenges in Scaling Customer Success Teams30:02 Lessons Learned from Moving Upmarket32:46 Final Thoughts and Quickfire QuestionsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Alon Ahronberg: https://www.linkedin.com/in/alon-ahronberg/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event