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Customer success as a discipline is often overlooked in early-stage companies, but it’s essential to define and fulfill customer needs. Our guest today is Anna Jacobsen, a customer success leader, and Head of Customer Success at YouCanBook.me. You’ll learn why customer success is different from customer support, and how to proactively create such opportunities in your product. Download the MP3 audio file: right-click here and choose Save As. Podcast feed: subscribe to https://feeds.simplecast.com/4MvgQ73R in your favorite podcast app, and follow us on iTunes, Stitcher, or Google Play Music. Show Notes YouCanBook.me — an online scheduling tool for teams Drip — Anna’s previous place of work Userlist — Jane’s SaaS product that does lifecycle email Episode 75: Organizing a UX Research Panel with Ashley Warren Notion, Confluence — tools for CRM note-taking How Effective Quarterly Business Reviews (QBRs) Build and Sustain Project Momentum — an article by WebEnertia The Customer Success Professional’s Handbook — a book by Ashvin Vaidyanathan and Ruben Rabago Support-Driven Growth by Help Scout, which implements the “Yes, and…” model Follow Anna on Twitter: @annagjacobsen annajacobsen.com — Anna’s website Today’s Sponsor This episode is brought to you by the new season of Wireframe — a podcast by Adobe about how UX can help technology fit into our lives. Whether you’re a designer or simply design-curious, you’ll learn how design intersects with the current world changes and hear from major leaders in the design and technology industries. Check out the show here, or just search for “Wireframe” in your favorite podcast app. Interested in sponsoring an episode? Learn more here. Leave a Review Reviews are hugely important because they help new people discover this podcast. If you enjoyed listening to this episode, please leave a review on iTunes. Here’s how.