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Cultivating a strong Product/CS relationship

Cultivating a strong Product/CS relationship

In the first part of our series on how to set up both product and customer success teams for success, we dug into the benefits of a deep…
Go to the profile of Jennifer Chiang
Jennifer Chiang
Why a strong product/CS relationship matters

Why a strong product/CS relationship matters

Think about the most successful software product companies out there — Salesforce, Microsoft, HubSpot, Twilio, Atlassian. What do they…
Go to the profile of Jennifer Chiang
Jennifer Chiang
[Podcast] Meritocracy, Sponsorship, and Being the Only Woman in Leadership

[Podcast] Meritocracy, Sponsorship, and Being the Only Woman in Lea...

As some of you may know, I’m currently the only female executive team member at my company and that experience — like the experiences of…
Go to the profile of Jennifer Chiang
Jennifer Chiang
[Free Event] Minority Innovation Weekend this coming weekend!

[Free Event] Minority Innovation Weekend this coming weekend!

Next week, I’ll be speaking at Minority Innovation Weekend as part of the Startup Fundamentals tracabout how to build a customer success…
Go to the profile of Jennifer Chiang
Jennifer Chiang
Importance of understanding the customer’s journey

Importance of understanding the customer’s journey

In just the first month of officially taking the helm of customer success at my startup, I was stopped three separate times by three…
Go to the profile of Jennifer Chiang
Jennifer Chiang
[Podcast] User Adoption Journey

[Podcast] User Adoption Journey

Getting users to adopt isn’t just a one-time thing — it’s a full journey on its own from planning, to the actual implementation, to…
Go to the profile of Jennifer Chiang
Jennifer Chiang
The Pivotal Role of Trust in Leadership

The Pivotal Role of Trust in Leadership

Part of leading a Customer Success team is also about being a good leader. So, from time to time, I will also share some of my learnings…
Go to the profile of Jennifer Chiang
Jennifer Chiang
Why Segmentation is Crucial

Why Segmentation is Crucial

I often get asked the question, “Why should I offer different customer experiences? It’s so much more efficient to focus on one…
Go to the profile of Jennifer Chiang
Jennifer Chiang
3 questions to ask yourself to see if your company is championing the customer

3 questions to ask yourself to see if your company is championing t...

I talk a lot about championing the customer. After all, it’s the subtitle of my book! However, how do you know who is the customer…
Go to the profile of Jennifer Chiang
Jennifer Chiang
[Video] Identifying Desired Outcomes

[Video] Identifying Desired Outcomes

Identifying desired outcomes in Customer Success is key to what makes us Customer Success teams successful. So core, that it is literally…
Go to the profile of Jennifer Chiang
Jennifer Chiang
Judgement’s Role in Leadership

Judgement’s Role in Leadership

As leaders, we must make judgement calls on a regular basis — if not every day. However, “making the right call” or even just “making a…
Go to the profile of Jennifer Chiang
Jennifer Chiang
[Podcast] Scaling Empathy during New Hire Onboarding

[Podcast] Scaling Empathy during New Hire Onboarding

To help companies really reap the benefits of customer centricity, everyone — including those not on a customer-facing team — should be…
Go to the profile of Jennifer Chiang
Jennifer Chiang
Starting a Customer Success team: The 3 questions you should be asking

Starting a Customer Success team: The 3 questions you should be asking

Customer success as a mentality should start on Day 0. It is never too early to start championing your customer.
Go to the profile of Jennifer Chiang
Jennifer Chiang
How has COVID-19 shifted Customer Success?

How has COVID-19 shifted Customer Success?

It’s in the news everyday now (and for good reason), but how has customer success shifted in this new era? This is a great question that…
Go to the profile of Jennifer Chiang
Jennifer Chiang
Leadership and Ownership

Leadership and Ownership

As leaders, we each own certain parts of the business. However, to take it to the next level, we need to each have an ownership mentality…
Go to the profile of Jennifer Chiang
Jennifer Chiang
What does customer success look like at a startup?

What does customer success look like at a startup?

As someone who founded and grew her customer success team at a 10 (now 25!) person startup, I get asked frequently what customer success…
Go to the profile of Jennifer Chiang
Jennifer Chiang
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