Today’s episode features an interview with Morgan Courtney, Director of Customer Success at Taskrabbit. Taskrabbit is a marketplace platform that makes the neighborhood a little more familiar by conveniently connecting people with Taskers to handle everyday home to-do’s.

With expertise that includes strategy and program planning, customer success, behavioral science, product operations, community engagement, and so much more, Morgan enjoys building strategies for long-term goals and developing paths to get there—using operational, product, brand, and community approaches.

In this episode, Morgan discusses working from a place of empathy, the methodology behind her recruitment mindset, and the importance of “dogfooding.”

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Guest Quote:

“Customer success is really an art and a science. You're working with people, and people are unpredictable. So it's really good to understand people and get close to people so that you can try to figure out, okay, how will messages be received? What is the best way to communicate? What is the most effective way to communicate? How do you frame a message? When and where do you reach people? So all of those things are really critical.” - Morgan Courtney

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Timestamp Topics:

**(04:21) - The Taskrabbit model

**(05:30) - Morgan’s journey

**(14:27) - Biggest Obstacles

**(23:32) - Morgan’s recruiting mindset

**(35:44) - Quick Hits

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Sponsor:

This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.

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Links:

Connect with Jamie on LinkedIn

Connect with Morgan on LinkedIn

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