How To Win Over The C‑Suite and Turn Champions Into Heroes w/ Rachel Provan CEO of Provan Success

We explore how to build customer success from scratch and make it visible to executives by speaking in outcomes, not activities. We lean on psychology to drive adoption, create champions, and pre‑pave ethical expansions while AI takes the busywork.• CS built in stages with outcome targets appropriate to company maturity• Why executives don’t “get” CS and how to lead with numbers and loss avoidance• Hyperbolic discounting and presenting near‑term impact to secure support• Onboarding that triggers dopamine via tiny steps and quick wins• Make champions the hero by tying work to promotions and visible wins• From usage to impact: show revenue protection, productivity gains, and margin• Pre‑paving expansions at 75 percent progress to honor momentum• Focus on the job that matters, not every feature in the product• Practical scripts, story banks, and aligning with ICP to ease sales and CS handoffs• Recommended reads: Kahneman, Gladwell, Cialdini, Voss; Rachel’s site resourcesIf you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the wayCheck out JoeDoesTechTouch.com and subscribe to our newsletter. That link is in the description 🎙️ Guest: Rachel ProvanFounder & CEO, Provan Success📣 Find Rachel:Website: provansuccess.comPodcast: Psychology of Customer SuccessLinkedIn: https://www.linkedin.com/in/rachelhprovan/ 🔥 Topics Covered:🟣 Building a CS department from scratch — lessons learned as a player-coach and scrappy early-stage leader🟣 Communicating with the C-suite — “Be brief, be right, bring charts, be gone”🟣 Understanding executive psychology — why focusing on “what’s in it for me?” drives better outcomes🟣 Using loss aversion to influence decision-making and drive customer adoption🟣 Onboarding with dopamine — tiny wins and positive reinforcement for habit-building🟣 Making the customer the hero — focusing on outcomes, not features🟣 Practical strategies for demonstrating business impact in measurable terms (ROI, productivity, retention)🟣 Balancing automation and AI with human connection — why non-human tasks free up CS to deliver real value🟣 Continuous learning for CS leaders — resources, books, and frameworks to level up🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W