E243 | Mitigating the Impact of Customer Champion Turnover with Customer.io's VP of Customer Experience, Natalie Onions

CHURN FM

Today on the show, we have Natalie Onions, the Vice President of Customer Experience at Customer.io.
In this episode, Natalie shares her in-depth insights into the crucial role of customer champions in driving customer success and what happens when these key individuals leave the company.

We delve into the strategies that Customer.io employs to mitigate the risks associated with customer champion turnover and we wrapped up by discussing the importance of maintaining continuity and engagement in customer relationships and how to ensure the high standards of customer experience are upheld even in the face of such challenges.
Mentioned Resources

• Customer.io
• Big Button

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Kapitler

1. E243 | Mitigating the Impact of Customer Champion Turnover with Customer.io's VP of Customer Experience, Natalie Onions (00:00:00)

2. Introduction to Natalie Onions and Customer.io (00:03:10)

3. Career Progression: From Customer Success Manager to VP (00:03:47)

4. Addressing Churn and Retention at Customer.io (00:08:18)

5. Identifying and Responding to Early Warning Signs of Churn (00:18:35)

6. The Role of Customer Champions in Retention Strategies (00:22:22)

7. Maintaining Customer Relationships Amidst Champion Turnover (00:32:58)