E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow

CHURN FM

Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend.

In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams.

We then discuss the strategies and benefits of hiring industry experts to enhance customer experience, and the practical steps Szuyin took to implement these practices at LogicGate and Transcend.

Mentioned Resources

• Transcend
• Pavilion
• Sales Assembly
• LogicGate
• PwC
• Notion
• Gong
• UserGems
• Bose

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

فصول

1. E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow (00:00:00)

2. Szuyin Leow’s Transition to Customer Success (00:02:20)

3. Understanding Transcend’s Role (00:04:24)

4. The Value of Hiring Subject Matter Experts (00:06:56)

5. Attracting Subject Matter Experts to CS Roles (00:10:17)

6. Structuring Onboarding for Industry Experts (00:15:19)

7. Documenting the Customer Journey (00:18:09)

8. Productizing the Onboarding Experience (00:21:51)

9. Managing Stakeholder Turnover to Mitigate Churn (00:39:07)