"Is CS thriving or dying?" with Maranda Dziekonski, SVP of CS @ Datasembly

Maranda Dziekonski, SVP of Customer Success and Ops at Datasembly, is a ground-up builder with over 20 years of experience in crafting world-class operations, specializing in Customer Success, Support, Tech Support, and Sales across B2B, B2C, and B2B2C sectors. Maranda's leadership has earned accolades as a Top 100 Customer Success Strategist, amongst many other recognitions. You can follow Maranda on Twitter @marandasays.  Resources Connect with Casey Connect with Todd Visit the show page Get to know BrainStorm Takeaways  • Customer success is evolving in response to changes in the economic climate and investor expectations. • CS teams should focus on revenue outcomes and provide the minimum experience necessary for customer success. • Monetizing CS services can help fund CS teams and support customer growth. • Soft skills, curiosity, and communication are key attributes for success in customer success roles. • CS teams should balance services revenue with the goal of transitioning from a cost center to a revenue generator. • CS professionals should prioritize self-care and seek support from their teams and leaders when feeling overwhelmed. Leaders should have realistic expectations and not overload their customer success teams. • Automation and AI can help free up time for critical thinking tasks in customer success. • CSMs should analyze their workload and have data-driven conversations with their leaders to advocate for themselves. • Process and clarity are essential in driving efficiency in customer success teams. Chapters  00:00 Introduction and Background  11:19 Is Customer Success Thriving or Dying?  17:28 Evolution of Customer Success  24:54 Specialization vs Generalization in CS Teams  28:50 Monetizing Customer Success  33:15 Top Skills for Success in Customer Success  36:57 Monetizing CS Services  40:17 Balancing Services Revenue and Cost Center  41:43 Managing Increased Responsibilities in CS  42:08 Leadership Expectations and Customer Success  43:05 Automation and AI in Customer Success  44:03 Advocating for Yourself as a CSM  45:03 Takeaways and Homework  Credits Show direction: Debra Wilson Show design: Kensie Smith