Mon Nov 11 2024

Today, I'm connecting with Deena Metz, Head of Customer Success at Flagship. For Deena, being at the nexus of a company is where she thrives, so she’s placed herself at the heart of an early-stage startup: customer success (CS). She’s one of 12 employees, building alongside Simon Molnar to establish Flagship as the backbone of retail operations in Australia, the US, and beyond. In today’s episode, we discuss: Deena’s childhood dream of playing soccer for the Matildas; How an internship in New York launched her career in digital health at ANDHealth+ and Perx Health; Joining Flagship as the first female on the team, and her approach to building the company's post-sales function and customer experience; Why CS is a team sport, and how sales, post-sales, and product teams need to be “Batman to each other’s Batman”; Partnering with retail brands to raise the bar in visual merchandising and bring more data to brick-and-mortar stores; And the refreshing reminder: “we’re not saving lives”.