I’ve worked in tech startups for over a decade. I’ve built, scaled and run Product, Customer Success and Operations teams in Australia, the US & UK. I’ve been lucky enough to work across a few verticals offering SaaS and IoT services to customers. The knowledge and expertise I’ve developed give me a unique advantage to help businesses optimise for growth and scale. I'm offering guidance to tech companies hitting the scaling phase or well-established companies who want to improve efficiency and business structure. My vision is to partner with founders and CEOs to give them the space to focus on what they’re good at.
Jarren from Strive: Churn Part III - Mindset Shift
Published about 1 month ago • 4 min read
Shift Your Mindset Prevention is always better than cure. Happy Friday Friends, It’s not your job to make customers happy.It’s not your Sales manager’s job.It’s not your Support team's job.And, as strange as it sounds, it’s not even your Customer Success Manager’s job. When I coach customer success teams I always run this exercise: I ask them to show me their top 5 customers. Then I ask if they think any of these will churn. The majority of CSMs say no - of course. When ask why, at least 50%...
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