More than perhaps any customer-facing executive I have met or managed, Emily demonstrated enormous executive presence and poise that delivered substantial confidence to our clients and her own team. She is able to read the room and situation and deliver her communications in a way that is clear to understand and maintains and improves the relationship. Additionally, she is experienced and disciplined enough to avoid mistakes like over-promising or setting expectations that are unrealistic.
I worked closely with Emily and Adam in a fast-paced startup environment. They are a team to be reckoned with in the world of Customer Success. From implementation of the right tools and the right analysis of the resulting data, to implementing the right solutions, they help to please customers and combat churn. There is no better team to help systematically scale your customer success organization.
We had a big challenge: customer churn. It was more than two times the industry average for churn for early stage SaaS companies. We tasked Emily and Adam with the big hairy problem of reducing churn by 50% over a six month period, and then let them do what they do best: get their hands dirty and find solutions. They worked with, and gained the respect of, multiple departments by poking holes, uncovering hidden data, creating processes and implementing technology to move us forward. These new systems were simple enough for the entire company to understand, while also customized enough to address our unique business problems. In the midst of all this we had to cut costs dramatically across the organization. Their risk management system helped us meet our short term churn goals and set us on a path for continued improvement. Additionally, we had an unexpected benefit from their hard work: we were able to surface client concerns before they happened.