GTM09 - Building and Leading in Customer Success, with Pat Phelan, Chief Customer Officer, GoCardless

With a non-traditional path into tech, Pat
Phelan has been right in the middle of the evolution of
the Customer Success function. In this podcast, Pat discusses how
Customer Success aligns with the vision of the business, and at
the same time, the needs of the customers. How this is reported
to the c-suite, and how this contributes to the northstar of
growth is a real master class in how to build and lead a Customer
Success team. Pat has an obvious passion for leadership, plus
growing and developing his people, hence a must listen for the
new and growing Customer Success leaders.


Highlights:
- Pivoting within CS as one motion won’t fit all your
customers
- In CS play the ball in front of you
- Defining and measuring the key CS KPI’s
- Aligning CS with the Northstar of Growth
- Creating psychological safe spaces and managing imposter
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