E258 | Transforming Customer Success into a Growth Function with Entrust's Chief Customer Officer Harini Gokul

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29d ago 40:54

MP3•Αρχική οθόνη επεισοδίου

Today on the show we have Harini Gokul, the Chief Customer Officer of Entrust.

In this episode, Harini shares her experience in transforming Entrust’s customer success function into a powerful growth engine. We dive into the strategies she used to align customer success with P&L goals, ensuring the team’s contribution to revenue growth.
Harini also discusses the critical role of data-driven accountability in driving customer retention and how Entrust is leveraging AI to enhance customer experience at scale.

Mentioned Resources

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Κεφάλαια

1. Introduction and Harini's Role at Entrust (00:00:00)

2. Establishing Customer Success at Entrust (00:05:15)

3. Cultural and Strategic Priorities for Customer Success (00:07:19)

4. Accountability and Data-Driven Decision Making (00:09:59)

5. Prioritizing Actions that Drive Outcomes (00:13:14)

6. Leveraging AI and Automation in Customer Success (00:17:16)

7. Structuring Teams for Collaborative Success (00:20:04)

8. Looking Ahead: The Future of Customer Success at Entrust (00:29:53)

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