Have you ever considered what keeps customers coming back for more? Megan Yen, VP of Customer Success and Activation at Ramp, joins us to unravel the secrets behind building a thriving customer success department.
With her extensive background transitioning from management consulting to the tech world, Megan brings a unique perspective on fostering early customer activation and combating churn in consumption-based business models.
This episode peels back the layers of what makes for a successful customer journey, from the initial onboarding experience to the nuanced dance of keeping clients engaged over time. Whether you're a CS professional or curious about the inner workings of tech company growth, Megan's insights are invaluable in understanding the compelling world of Customer Success.
01:58 The Evolution of Megan's Career
04:09 The Importance of Customer Success in Business
05:37 Ramp's Culture and Success Factors
06:44 Evolving Role of Customer Success in Tech
08:49 Hiring for Customer Success: Skills and Qualities
11:54 Revenue Responsibility in Customer Success
13:18 Onboarding and Activation: Key to Customer Retention
15:56 Predictive Analytics and Leading Indicators
18:59 Cross-Functional Collaboration and the Pod Model
24:45 Early Day Struggles and Scaling Onboarding at Ramp
30:41 Addressing Churn: Strategies and Customer Understanding
33:54 The Importance of Credibility and Brand in Customer Retention
35:56 Embracing Innovation and AI in Customer Success
46:32 Lightning Round: Quickfire Questions
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