Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving landscape of customer experience, while also addressing challenges in today’s job market and career development in digital CS.

Chapters:
06:18 - A start in account management
12:17 - Revenue ownership in customer success
15:14 - Scaling customer success globally
17:01 - Digitizing renewals and the customer experience
19:25 - Job market challenges and pivots
24:39 - Breaking into digital CS: Key skills and focus
30:20 - Strategic relationships in CX and CS
33:34 - Redefining onboarding with action-based metrics
37:51 - Immersive digital experiences in B2C
Enjoy! I know I sure did...

Jess' LinkedIn: https://www.linkedin.com/in/jessicareserosborn/
Content:

• Unlocking Us with Brené Brown: https://brenebrown.com/podcast-show/unlocking-us/
• Blinkist: https://blinkist.o6eiov.net/JzEe1a

Shoutouts:

• CS Collective
• Layton Chainey: https://www.linkedin.com/in/laytonchaney/
• Sue Nabeth Moore: https://www.linkedin.com/in/sue-nabeth-moore-6470905/

This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

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The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
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فصول

1. Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066 (00:00:00)

2. Digital Customer Success Strategies and Journey (00:00:31)

3. Customer Success and Revenue Alignment (00:11:39)

4. Navigating Challenges in Digital Customer Success (00:21:56)

5. Building Strategic Employee and Customer Relationships (00:29:05)

6. Innovations in Payment Experiences (00:41:10)