What Gillian Stringer Thinks About Change Management and Real CS Partnership | Mastering CS: Ep 48 скачать в хорошем качестве

What Gillian Stringer Thinks About Change Management and Real CS Partnership | Mastering CS: Ep 48

In this episode of Mastering CS: Candid Leader Insights, Irina Cismas speaks with Gillian Stringer, Senior Client Partner at Enrich. They discuss how Customer Success evolves from platform enablement to true business partnership, why protecting the relationship can sometimes backfire, and how CS teams can align with Sales to drive retention and growth. 0:38 - From CS execution to strategic partnership 2:46 - Early lessons about expansion and commercial thinking 4:32 - Rethinking the relationship between CS and sales 7:02 - When protecting the relationship becomes a problem 10:46 - Timing conversations with customers and when it’s too late 15:00 - Building the foundation for renewals 19:04 - Learning to own outcomes and forecast churn 21:06 - How CS teams build strong relationships with Sales 26:38 - The myth of the agreeable CSM