Leading with Value and Increase Revenue in Customer Success with Madelyn DePrey

The Customer Success Pro Podcast

Learn more about our show sponsor CSM RevUP Academy: https://thecustomersuccesspro.com/csm-revup-academy/

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.

In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Madelyn DePrey, VP of Customer Success at Aircall. Together, they dive into how leading with value can contribute to customer and revenue growth, the integration of sales strategies in customer success, and the importance of continuous learning. Madelyn also shares her journey from hospitality to customer success and how she navigates her role as VP of Customer Success at Aircall.

Timestamps:

00:00 Introduction
01:11 Welcome Madelyn
03:21 Madelyn's Journey to Customer Success
06:32 Aircall's Customer Success Strategy
09:12 Leading with Value in Customer Success
12:56 CSMs and Revenue Responsibilities
20:09 Training and Sales Tactics for CSMs
23:07 Top of the Funnel in Customer Success
28:31 Advice for CSMs Embracing Revenue Targets
31:08 Quick Fire Questions

Connect with Anika:

LinkedIn

YouTube

TikTok

Website: thecustomersuccesspro.com

Coaching with Anika: CSM RevUP Academy

Follow the Podcast:

YouTube: https://www.youtube.com/@TheCustomerSuccessPro Spotify: https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu Apple Podcasts:⁠⁠⁠ https://podcasts.apple.com/gb/podcast/the-customer-success-pro-podcast/id1733540749

Connect with Madelyn DePrey:

LinkedIn

As Global VP of Customer Success for Aircall, Madelyn manages a sizable revenue-generating team with a focus on driving adoption, advocacy and growth across a largely SMB customer base. Throughout her tenure at Aircall, Madelyn has been instrumental in developing a segmented end to end customer journey, leveraging a combination of product-led engagement, automation and human touch. Prior to her time in tech, most of her career has been spent in hospitality, from her first job playing Spongebob at a Nickelodeon theme park, to hotel management, to building customer success from scratch at a B2B hotel tech company, Madelyn is passionate about all things customer relations!

Music by AudioCoffee: https://www.audiocoffee.net/

Music by AudioCoffee: https://www.audiocoffee.net/

Kapitler

1. Introduction (00:00:00)

2. Welcome Madelyn (00:01:11)

3. Madelyn's Journey to Customer Success (00:03:21)

4. Aircall's Customer Success Strategy (00:06:23)

5. Leading with Value in Customer Success (00:09:12)

6. CSMs and Revenue Responsibilities (00:12:56)

7. Training and Sales Tactics for CSMs (00:20:09)

8. Top of the Funnel in Customer Success (00:23:07)

9. Advice for CSMs Embracing Revenue Targets (00:28:31)

10. Quick Fire Questions (00:31:08)