Why Hook calls CSMs 'account managers'

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In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Natasha Evans, VP of Customer Growth at Hook, about the challenges of proving ROI in customer success when product metrics are lacking. They discuss the importance of value articulation, the role of marketing in customer success, and strategies for enabling customer success teams to effectively measure and communicate value. Natasha shares her insights from her career journey and emphasizes the need for customer success professionals to craft their own narratives and build strong partnerships with customers to drive success.

Chapters

00:00 Introduction

02:48 Proving ROI in Customer Success

04:15 Natasha Evans: Career Journey and Insights

15:43 The Role of Marketing in Customer Success

22:13 Value Articulation and ROI Measurement

31:27 Creating ROI Metrics When They Don't Exist

41:32 Enabling Customer Success Teams

47:10 Future of Customer Success

Connect with Anika Zubair:

Website: ⁠https://thecustomersuccesspro.com/⁠

LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠

RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠

Connect with Natasha Evans: https://www.linkedin.com/in/natashaevans1/

Success Plan Generator: ⁠https://success.hook.co/success-plan/⁠

Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠

Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠

Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event