Bowery Capital Startup Sales Podcast
Unique Angles On Customer Success with Whitney Hillyer (Bitly)
Whitney Hillyer from Bitly joined us in the studio to talk about customer success in a podcast we called “Unique Angles On Customer Success.” We care a lot about listener feedback here on the podcast and receive a fair amount of emails and tweets asking to follow up with guests around specific topics. One of the common grouping of questions that has come up recently revolves around post-sales efforts and customer success. Who handles upsells and renewals? How do you build a credible account management and customer success organization? As a result, we brought Whitney on to discuss this very topic!
In our podcast we first cover the broad brush-strokes of how to think about customer success in the context of your organization and why it matters a lot from the beginning. This is obviously a super important component of your business so Whitney lays out some unique ideas on how to think about this very early on. We then dive into Whitney's background and experience setting up and growing customer success teams and some tips and tricks to really focus your efforts and win. We move on to some of the really tactical pieces around hiring, firing, metrics, and the various listener questions like who handles upsells and renewals. We cover the technology and tools that Bitly uses for this effort throughout the podcast and Whitney closes with some big thoughts for all the SaaS founders out there on really how to drive success with this part of your organization. For anyone that cares about growing accounts and really honing in on how to keep business in a competitive environment Whitney really gives listeners the toolkit.