Live Chat with Jen Weaver

I'm delighted to share episode 3 with Conor Pendergrast of CustomerSuccess.cx! In this episode, Conor shares how as the Senior Leader of Customer Success at Expensify, he handled the customer backlash after some contentious executive decisions. We talk about:The Turning Point: How Conor identified the need for an escalation process and brought senior leadership into the fold.Automation in Action: How keyword flags streamlined the transfer of heated conversations to leadership.Psychological Sa...

Effortless product launches are possible! In this episode of Live Chat with Jen Weaver, we sit down with Ashley Gutierrez-Seiler from YNAB to uncover her proven strategy for preparing support teams for fast-paced feature releases. As a Product Support Liaison, Ashley bridges the gap between customers and product teams, ensuring smooth communication, up-to-date training, and a seamless customer experience.Tune in to learn how Ashley uses tools like Asana, Guru, and TextExpander to create scala...

Connect With Us: Subscribe to get episodes over email!Meet Meg Palazzolo, a customer success leader with 15 years of experience building and scaling customer-facing teams. Currently at a stealth-mode startup, Meg is using AI to manage multiple hats and streamline workflows in early-stage operations.AI as a Second Brain: Meg shares how she leverages tools like Claude and ChatGPT for everything from crafting customer journey maps to developing content strategies.Creating a Customer Journey Map ...