Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)

Update: 2025-05-21

Description

#updateai #customersuccess #saas #business

Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.

Topics Discussed

Meet Sarah Parker & Learn about BetterUp
How coaching equips leaders to navigate challenges
Challenges at BetterUp
High-touch approach for customer success
Challenges despite a high NPS
Services offered by BetterUp
Mindset transition from a service provider to a partner
Augmenting CSMs & enabling customers as platform owners
High demand for low-touch models faces resistance
Articulating worth for maximizing impact
CSMs are trained to be a superhero
Transitioning from UiPath to BetterUp was personal

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Sarah Parker: https://www.linkedin.com/in/sarahkparker/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.