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In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Melanie Fay, an enterprise Customer Success Manager at Goldcast. They discuss Melanie's journey in customer success, her transition between various roles, and her innovative approach to customer engagement known as the 'anti-check-in.' Melanie shares her experiences managing a large book of business, the importance of delivering value in customer interactions, and strategies for understanding customer goals and outcomes. The conversation emphasizes the need for CSMs to adapt their approaches to meet the evolving needs of customers and to provide meaningful engagement beyond traditional check-in calls. In this conversation, the speakers delve into the evolving landscape of customer success, emphasizing the importance of understanding customer needs, effective engagement strategies, and the transition from traditional check-in calls to value-driven discussions. They discuss the significance of frameworks for customer conversations, the role of storytelling in enhancing customer relationships, and the necessity of taking ownership and leadership within the customer success domain. Additionally, they explore practical tips for managing a large book of business through segmentation and the importance of being creative and adaptable in communication strategies.

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Timestamps:
00:00 Introduction
01:52 Melanie Fay's Journey in Customer Success
06:01 Transitioning Between Roles and Companies
10:00 The Anti-Check-In Approach
13:13 Managing a Large Book of Business
17:03 Delivering Value in Customer Interactions
21:13 Understanding Customer Goals and Outcomes
25:02 Innovative Strategies for Customer Engagement
27:00 Understanding Customer Needs and Engagement
30:08 Frameworks for Effective Customer Conversations
33:04 Transitioning from Check-Ins to Value-Driven Discussions
35:06 The Role of Storytelling in Customer Success
39:04 Taking Ownership and Leadership in Customer Success
43:14 Segmenting and Managing a Large Book of Business
47:03 Key Takeaways

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Website: thecustomersuccesspro.com

Coaching with Anika: CSM RevUP Academy

Connect with Melanie Faye:

https://www.linkedin.com/in/melanie-faye/

I’m Melanie, a CSM living on a small island on the East Coast in Canada. After running my own business for years, I knew when I landed my first CS role that it was meant to be. I’ve been working in Customer Success for nearly 4 years and have been fortunate enough to gain experience in different industries like digital events, HR tech and accounting tech. Most recently, I was supporting mid-market customers at Keeper.app and am now moving into an Enterprise role at Goldcast. I’m excited to get back to my roots in the events industry! When I’m not listening to CS podcasts, meeting with my mentor or having coffee chats with others in tech, you can find me spending time with my two Labradoodles (Charlie and Lottie), on a paddleboard in the summer or hiking through snowy trails in t

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