SaaStr 323: The Core Challenges in Moving To Remote Work Overnight, What Does Great Change Management Look Like & The Optimal Position For Customer Success In The Organisation with Bhavin Shah, Founder & CEO @ Moveworks

Bhavin Shah is the Founder & CEO @ Moveworks, the cloud-based AI platform, purpose-built for large enterprises, that resolves employees' IT support issues⁠—instantly and automatically. To date Bhavin has raised over $108M with Moveworks from the likes of Mamoon Hamid @ Kleiner Perkins, Arij Janmohamed @ Lightspeed, Bain Capital, Sapphire Ventures and ICONIQ. Prior to Moveworks, Bhavin was the Founder and CEO @ Refresh which was later acquired by LinkedIn and then before that founded Gazillion Entertainment, a company he scaled to over 200 employees.   In Today’s Episode We Discuss: How Bhavin made his way into the wonderful world of SaaS and came to found Moveworks? What are the core challenges IT teams are facing as a result of the move to remote work? Where do many make mistakes here? What can one do from a structural perspective to set them up for success when moving to remote?  What does great change management look like in Bhavin’s mind today? Where do so many go wrong here? How does this change in the world of remote? Who should be involved in executing on the change management plan?   How does Bhavin think about the role of customer success today? Why does Bhavin believe that customer success and product should be in one org? How does Bhavin think about the interplay of marketing and customer success? Is marketing moving closer and closer to customer success with their content?       Bhavin’s 60 Second SaaStr: What is the hardest element of Bhavin’s role with Moveworks today? Hardest role to hire for today? Why?  If Bhavin could change one thing in the world of SaaS today, what would it be? If you would like to find out more about the show and the guests presented, you can follow us on Twitter here: Jason Lemkin Harry Stebbings SaaStr Bhavin Shah This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit cloud.substack.com