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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Venrock partner Brian Ascher speaks with Nicole Alvino, co-founder and CEO of Firstup, about effective workforce communication both digitally and in person. Alvino highlights fostering employee connection through authentic and transparent communication, using the power of video to drive engagement, and discusses expectations for corporate social responsibility. Plus, Alvino reveals a non-obvious lesson learned – employees want to hear from their peers (not just their leaders).
  1. Culture and Connection
  2. High Will Over High Skill
  3. Course Correcting for Long-Term Success
  4. Be Comfortable Being Uncomfortable
  5. Public Health & Pandemic Premonitions