Value Realized, Customer Success Podcast

Successful Change Management in CS

August 13, 2019 Nate Fiedler / Kristi Faltorusso and Dave Duke Season 2 Episode 1
Value Realized, Customer Success Podcast
Successful Change Management in CS
Show Notes


Everything changes when everything changes - so how the hell do you navigate the changing change? In customer success there are varying speeds at which change is occurring. Whether you're moving your Solutions Engineers to your Customer Success Organization (nice call out in the episode, Dave!), building a consulting arm or solidifying the strategic long term direction of your customer success managers or anything/everything in between there's likely a lot going on in your world. 

So how do you realize the desired state from all of your changes? I sat down with two colossal voices in the field, Dave Duke (Co-Founder & Chief Customer Officer at MetaCX) and Kristi Faltorusso (Vice President of Customer Success at BetterCloud) to learn how change has played a role in their successes. Below are the guiding questions that shaped the discussion. 

  • How do you prioritize tactical short term needs while balancing a long term strategy? 
  • How would you advise other customer success leaders on how to best prevent analysis paralysis when looking to data to inform your decisions?  
  • Do you think customer success organizations are being thoughtful around initiative fatigue? (K)
  • How are you successfully navigating change? 
  • What has been your biggest surprise regarding decision making and change in your customer success careers?