#updateai #customersuccess #saas #business

Emily McIlwain, Director of Customer Success at Exo, joins the hosts ⁠⁠Jon Johnson, Principal CSM at User Testing⁠⁠ , and ⁠⁠Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup.

Timestamps

0:00 - Preview

1:36 - Josh is engaged

2:50 - Exo- Overview, Products and Mission

15:00 - Importance of process documentation and improvement

17:15 - Challenges of automating processes and maintaining clear communication

20:12 - Setting realistic expectations for new implementations and product shifts

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest Emily McIlwain: https://www.linkedin.com/in/emilymcilwain/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo)