Customer Success Management with Sarah Chasen

Posted on:
January 15, 2019
Useful Reading For:
No items found.

We speak to Customer Success Director, Sarah Chasen, as she comes back to work after pregnancy.

Sarah is an experienced Customer Success Director at SaaS marketing platform Kenshoo.

Sarah Chasen
Sarah Chasen

Are there any new Customer Success practices you want to implement in 2019?

More phone calls, video calls and face to face meetings when possible. Less email conversations. Fundamentally, bringing it back to basics and remembering what Customer Success is: supporting the customer on various levels for them to achieve their goals.

How have you found taking a break from a role in Customer Success and then coming back to it? Has much changed in the industry?

Challenging and enlightening.  

Digital advertising has evolved - obviously; but the ultimate goal of marketers will always remain consistent. The industry is getting innovative at a rapid pace and it's impressive, and with that comes complications.

Would you say anything has changed in your approach? Are you even more empathetic to clients for instance, or have you found a new focus?

I've learnt multitasking is really just a symptom of impatience, and actually reduces productivity and adding value. I'm more mindful and have understood the importance of being focused at the task at hand.

I'm also more decisive. I don't have the flexibility to stay in the office past 5pm, I have a very cheeky little boy waiting for me at nursery school! So I have to be savvy about how I use my hours in the day.

Are you able to balance a client first approach with family life? i.e. any out of hours conference calls.

It's always family first :) It's important to me to instil a strong work ethic in my son, so for him to see his mum on the occasional out of hours call and travelling for work - I am leading by example. Balance means something different to everyone, and for me it means focusing 100% at the present task. So if I'm regularly working out of office hours, I'll make sure to balance out my diary by occasionally leaving work early to give Noah the attention he deserves.  

From your personal experience, do you think Customer Success is a good career choice for women?

I'm a strong believer that a woman needs to do what works for her and her family. Customer Success works for me at this stage of my life and gives me what I need to develop personally and professionally. I'm fortunate to work in an office that supports working parents and has a family-friendly culture. I also wouldn't be able to do it without my super supportive husband. He shares childcare duties with me which gives me the space to travel, take those late night calls etc

Written By

Simon Cooper

Simon has over 10 years helping clients achieve their goals through the use of software.  Having previously lead Customer Success teams in London, Europe and New York City, Simon now owns Kupr Consulting working with B2B SaaS companies to improve their Customer Success teams and processes. Articles

Related Articles

The Problems with Net Promoter Score

Net Promoter Score (NPS) is a widely used metric for measuring client happiness in SaaS businesses, but it has some serious shortcomings.


Customer Success Leadership as we Move into 2019

As we move towards 2019, Jason Noble looks at the challenges and requirements for Customer Success leaders.


Advice On Mastering The Renewal Process

We speak to Chris Sparshott to get his advice on the renewal process.


Become a Customer Success Expert

Receive regular emails and help yourself become a Customer Success expert. You can unsubscribe in one click, and your email will never be used for anything else.