Making customer success a collective effort involves strategy, culture, and a willingness to work cross-functionally.
In the latest episode of SaaScast, we had the pleasure of speaking with Mike Dry, VP of Customer Success at Dealfront, who shared his insights on how his company has turned churn management into a collaborative, company-wide task. Check out the full episode here. 👇
About the episode
Mike dives into Dealfront’s approach to addressing customer churn as a cross-departmental effort. He discusses the importance of clear communication, the challenges of aligning remote teams around common goals, and the crucial role of company culture in building customer success initiatives.
Main talking points
- Company-wide churn management: Mike explains how Dealfront has made churn management a collective responsibility.
- Cross-departmental collaboration: Instead of siloing tasks by department, Dealfront's customer success initiatives focus on collaborative efforts.
- Remote team alignment: With a team mix of remote and in-office staff, Mike discusses the unique challenges of keeping everyone aligned on customer success goals.
- Effective use of tools: Mike talks about the importance of using the right tools for customer retention.
About the Guest
Mike Dry is the VP of Customer Success at Dealfront, where he plays a pivotal role in developing strategies to enhance customer experience, satisfaction, and retention.
With years of experience in customer success and remote team management, Mike is a strong advocate for cross-departmental collaboration and building a culture that empowers team members at every level.
His forward-thinking approach has been instrumental in helping Dealfront create a more customer-centric organization.
Get involved
Want to learn more about scaling your SaaS org, or share your knowledge?‌‌ Why not be a guest on SaaScast? Simply drop our Content Creator, Anthony Witherspoon, a line here: anthony@futureofsaas.io.
