In episode 16 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Selena Jankulovska, Area VP Account Strategy at Komodo Health and Shaun Porcar, Head of Customer Success at Run The World.

Ep 16: Starting A Customer Success Function From Scratch

Adam Joseph, the Director of Customer Success at Gainsight EMEA, knows a “bit” about the challenge of building up and leading a customer success team and organization. It can be exciting and amazing opportunity. But it can also be confusing, scary, and at times quite a lonely job. When it came time to host the podcast, Starting a CS Function From Scratch, Adam reached out to two of the many people in the customer success community to start in the SMB worlds a customer success organization and grow it from scratch. In this podcast, Adam is joined by Selena Jankulovska, Area VP of Account Strategy at Komodo Health, and Shaun Porcar, former Director of Customer Success at Extole (now the Head of Customer Success at Run The World).

Customer success is a reasonably simple ethos to understand about trying to document and deliver outcomes to customers. But the way that you do it is multifaceted. So, how do you proceed when you are at a startup or you are the first CS leader at your company? Selena and Shaun lay out what they wanted to accomplish in their roles, especially demonstrating the value of CS, and how that changed over time.

They explain the importance of growing the CS function and collaboration across different teams. They also explain how different industries and fields require a unique Customer Success mindset. How do you go about implementing a new mindset and getting people to work in a new way? Listen in and find out.

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