How Do We Do That featuring Jan Young

From the impact of Customer Success on the GTM function to the critical skills for CSMs, explore insights for excelling in the industry with Jan Young.

Taking a new product to market is rarely easy. Just ask Walter White. Our role in that is often unpredictable. Afterall, Walter was a chemistry teacher before his entrepreneurial escapades on Breaking Bad. He had to learn a lot of new skills to become successful in an entirely different industry.

Jan Young got her start in tech before the dot com bubble burst as a project manager. After moving from New York to Los Angeles, she had stints in marketing, sales and account management, product management, customer success, and go-to-market strategy consulting. Today, she’s focused on helping Customer Success leaders excel in their current role and learn the skills to move into executive roles.

We discuss:

A shocking admission of guilt from Jan
How Customer Success impacts the Go-To-Market function
How the freemium model can lead to easier enterprise procurement
The importance of culture design by founders of companies
How Customer Success is involved in Change Management
How Customer Success drives Land and Expand for subscription models
The most critical skills for Customer Success professionals

Connect with Jan on LinkedIn

Jan Young CX

Music courtesy of Big Red Horse