Allison Pickens, former COO at Gainsight and co-author of “The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift” joins Venrock Partner Brian Ascher to discuss the new and increasingly important function of customer success for SaaS companies. They discuss how customer success differs from customer support, how working with customers has evolved, what startups should consider when making their first customer success hires, and common mistakes companies make when rolling out new programs. Recorded pre-pandemic, Pickens also shares how startups can make sure all functions are working together to support customer success with several examples that are relevant in today’s remote working environment.

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Eric Brown, CEO of Dynamic Signal, joins Venrock partner Brian Ascher to speak about diversity, equity, and inclusion. Brown believes you can’t have great culture without putting inclusion first, which is why it was the first thing on his agenda as he stepped into his role as CEO of Dynamic Signal last year. Brown discusses some of the company’s initiatives, including the Mentorship and Access program, and shares how these programs have been received so far. Brown also shares the challenges of balancing family and work and how he had to purposefully make space for each of them to exist in harmony.
  1. Inclusion Comes First
  2. Winning the Digital Shelf
  3. What Data Tells Us
  4. Career Goals
  5. Navigating the IPO Process