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

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5M ago 40:55

MP3•Головна епізоду

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.
Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Розділи

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

2. Establishing Customer Success at Entrust (00:05:17)

3. Cultural and Strategic Priorities for Customer Success (00:07:21)

4. Accountability and Data-Driven Decision Making (00:10:01)

5. Prioritizing Actions that Drive Outcomes (00:13:16)

6. Leveraging AI and Automation in Customer Success (00:17:18)

7. Structuring Teams for Collaborative Success (00:20:06)

8. Looking Ahead: The Future of Customer Success at Entrust (00:29:55)

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