Instituting a practice around exercising... oh, and outlining the Customer Success Management profession with Janine Sneed, VP Customer Success, IBM.
01:12 The exercise formula
04:42 Janine's career ladder
08:50 What is Customer Success Management (CSM) 13:30 The CSM practice
19:40 Creating is easy, scaling is hard
24:02 It's hard to say NO. Being intentional.
28:08 Product deployment by definition
32:38 The hiring process and team makeup
42:01 Dissecting churn
Find Janine: linkedin.com/in/janine-sneed-1aa2696 Website: janinesneed.substack.com
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