"I am helping them, through habit-stacking, be a better company, provide better opportunities for their users. Because of my thought process, my mindset of continually doing things to better myself and to better the company… Now it's not just a successful quarter or a successful project… these things that just end, right? Now they are a successful customer.”
- Quincy Kennedy
In this episode
Each episode of Startup School will highlight one of the many talented leaders of Finotta, and they will show you how to lead a team or organization of your own. They will break down the strategies, lessons, and thought processes behind what they do so that you can get a better understanding of how the fintech world is operating. In the first episode of Startup School, we are going to talk about Customer Success with Finotta’s Head of Customer Success, Quincy Kennedy.
This episode discusses the rise of customer success within businesses, why it is important, how it differs from customer support, how to create playbooks and strategies for your customer success team, the importance of goal setting and habit stacking, and much more.
Resources:
Follow Quincy Kennedy on LinkedIn.
Learn more about Finotta.
Transcript:
00:00:00-02:11:13
Quincy Introducing himself, and his role at Finotta
02:11:13- 02:52:19
The importance of ease and efficiency in customer success
02:52:19- 04:58:06
The importance of investing in your existing customers VS investing in obtaining new ones
04:58:06-09:14:07
Customer Success VS Customer Support, Customer Success is a relatively new thing. There is not a lot of information out there. Came out of SaaS company's, and studies looking at churn rate
09:14:07-10:47:00
What Metrics Finotta uses to track "customer success"
10:47:00- 12:45:18
Quincy defining playbooks and the role they play in business and customer success
12:45:18- 16:51:00
Quincy talking about Finotta's specific playbook
16:51:00- 20:13:06
The importance of establishing the end goal at the beginning of the customer success journey
20:13:06-22:20:16
Habit stacking VS goal oriented mindset
22:20:16- 24:08:24
Implementing habit stacking into customer success
24:08:24 - 33:06:19
Best practices for communicating with customers are the importance of telling them a story and bringing them value, not just "checking in" and wasting time. How to create communication flows internally and externally
33:06:19- 35:04:12
The attributes of a quality CSM
35:04:12- 38:49:00
Quincy's first three lessons as a leader, communication, decision making, and personal growth
38:49:00-END
Final words of advice on How to Lead a Customer Success team