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The Power of Data Driven Decision Making in Customer Success with Guy Rahamim
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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.
Enter the Planhat Giveway to win an all expense trip to Planhat Open: www.planhat.com/giveaway
In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Guy Rahamim, a Senior Manager of Customer Success at Linear B. They discuss Guy's unique journey from studying dentistry to thriving in customer success, the innovative strategies he employs to reduce churn, and the importance of data-driven decisions in customer success. Guy shares insights on the Ideal Customer Behavior (ICB) metric, which helps in understanding customer engagement and retention.
Timestamps:
00:00 Introduction
02:49 Guy's Journey to Customer Success
06:08 Understanding Linear B and Its Operations
09:29 Career Aspirations and Goals in Customer Success
11:53 Winning the Creative Customer Success Leader Award
14:12 Challenges with Churn and Customer Health Scores
15:11 Introducing Ideal Customer Behavior (ICB)
20:00 Building Cross-Functional Teams for Success
23:48 The Importance of Collaboration in Customer Success
24:16 Proactive Risk Management in Customer Success
30:27 Leveraging Data for Customer Engagement
36:38 Renewal Strategies and Customer Value
41:47 QuickFire Questions Round
Connect with Anika:
Website: thecustomersuccesspro.com
Coaching with Anika: CSM RevUP Academy
Connect with Guy Rahamim: https://www.linkedin.com/in/guy-rahamim/
Guy Rahamim is a dynamic leader in customer success, passionate about helping R&D teams achieve transformative business outcomes. With over a decade of global experience spanning EMEA, APAC, and LATAM, Guy combines strategic planning, leadership, and technical expertise to drive positive net revenue retention and high customer satisfaction.
Currently, Guy is a Senior Manager of Customer Success at LinearB. He is also a founding lead at CS Insider and a member of CS Angel, a syndicate of customer success experts investing in innovative technologies.
Guy holds a B.Sc. in Biomedical Sciences and an MBA and is recognized as a 2022 & 2023 Top 100 Customer Success Strategist. He is certified at all four levels of the Certified Customer Success Management Professional program, highlighting his dedication to continuous learning and excellence.
Guy’s ICB Framework: https://docs.google.com/presentation/d/1BTQBIKeWqfI4LfX6MlkcFkIFBEqvUqkxayJtSrsHpuI/edit#slide=id.g2cf81ef3f44_0_66
Podcast Editor: https://podcastmagician.com/
Chapters
1. Introduction (00:00:00)
2. Guy's Journey to Customer Success (00:02:49)
3. Understanding Linear B and Its Operations (00:06:08)
4. Career Aspirations and Goals in Customer Success (00:09:29)
5. Winning the Creative Customer Success Leader Award (00:11:53)
6. Challenges with Churn and Customer Health Scores (00:14:12)
7. Introducing Ideal Customer Behavior (ICB) (00:15:11)
8. Building Cross-Functional Teams for Success (00:20:00)
9. The Importance of Collaboration in Customer Success (00:23:48)
10. Proactive Risk Management in Customer Success (00:24:16)
11. Leveraging Data for Customer Engagement (00:30:27)
12. Renewal Strategies and Customer Value (00:36:38)
13. QuickFire Questions Round (00:41:47)
21 episodes
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