The success of a company is dependent on its customers staying with them.

But when you’re too focused on chasing new leads, customer success often takes a back seat. Well, there’s no longer room for doing that.

In this specialized episode on customer success, Kathleen Marcell joins me as we go over what startups can do to start building that into their process.

Kathleen consults with companies helping them grow faster through increasing revenue from current customers. So this episode certainly provides a load of strategies growing companies can use.


We’ll talk about:
1. Hello and welcome to B2B Founder Podcast [00:00]
2. Kathleen’s background and work [01:55]
3. Kathleen’s definition of customer success [05:57]
4. How to get started on building in customer success [07:47]
📌Put yourself in your customer’s shoes [08:45]
5. Kathleen’s process for onboarding [12:20]
6. Smoothing out the transitions to another department [14:29]
7. Balancing customer success and revenue [19:05]
8. The right time to put in a Customer Success Manager [22:59]
9. Close the loop by having a feedback process [27:45]
10. Common pitfalls made by companies [31:53]
11. What’s next for Kathleen [36:18]
12. The one thing Kathleen recommends [37:41]


Resource Links:
•Brett Trainor Website ([ Ссылка ])
•Download The Growth Readiness Checklist ([ Ссылка ])
•Carema Consulting Website ([ Ссылка ])


About Our Guest:
With 10 years of experience building customer success teams, Kathleen Marcell has extensive experience working with enterprise software. She has worked in multiple verticals and across different departments including hiring, support, and implementation teams. She has helped companies provide a seamless onboarding experience for their customers.

You can connect with Kathleen through her LinkedIn ([ Ссылка ]).

If you liked this episode, please don’t forget to tune in, subscribe, and share this podcast.


Connect with B2B Founder:
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