Unlocking the Power of Customer Success with Kelsey Stapleton

Erik and Kelsey discuss the integral role of Customer Success (CS) in a SaaS company, particularly how it can be leveraged for marketing and client engagement. Kelsey shares her journey in building the CS team at Justuno, the importance of identifying and promoting client success stories, and the tools she uses for content creation. They explore the challenges faced in content marketing, the significance of educational content, and the collaboration with technology partners to enhance client relationships. The discussion emphasizes the unique value of Justuno's customer service and the future potential of CS as a driving force for the company's growth.

Topics we discuss:

takeaways

• Customer Success is a powerful marketing tool.
• Kelsey has built the CS team over eight years.
• Identifying client success stories is crucial for marketing.
• Educational content is prioritized in their strategy.
• Patience is essential in content creation.
• Collaboration with technology partners enhances client success.
• Full screen promotions outperform traditional methods.
• CS leaders should embrace humor and authenticity.
• Measuring content success is vital for improvement.
• Building strong client relationships fosters trust and collaboration.