From PLG to SLG: How to Rebuild Customer Success When You Go Upmarket with Alon Ahronberg

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In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Alon Ahronberg, VP of Customer Success at Atera. They discuss the transition from a product-led growth model to a sales-led growth model, the importance of redefining customer success roles, and the implementation of proactive customer journeys. Alon shares insights on enhancing customer adoption, the significance of re-onboarding customers, and the role of AI in shaping the future of customer success. The conversation emphasizes the need for strategic leadership and project management in scaling customer success teams effectively.

Chapters:

00:00 Introduction

03:14 Transitioning from Product-Led to Sales-Led Growth

05:54 The Importance of Customer Success in Tech

09:03 Building a Proactive Customer Success Organization

11:57 Defining Roles in Customer Success

14:47 Implementing Customer Journeys and Health Scoring

17:48 Enhancing Customer Adoption and Value

21:12 Re-Onboarding Customers for Success

23:52 The Role of AI in Customer Success

27:02 Challenges in Scaling Customer Success Teams

30:02 Lessons Learned from Moving Upmarket

32:46 Final Thoughts and Quickfire Questions

Connect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠

Connect with Alon Ahronberg:

https://www.linkedin.com/in/alon-ahronberg/

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