Oct 13 2023 41 mins
Episode Summary
A conversation with Evan Williams about his journey into customer success and lessons learned along the way.
- (00:00) - Intro | Build relationships and don’t be afraid to reach out
- (02:45) - Why Customer Success
- (08:02) - EQ in Customer Success | The Art of Reading the Room and Building Connections
- (10:58) - The Art of the Sales-to-Success Handoff | Ensuring Continuity and Delight for Customers
- (15:11) - Demonstrating Value | Connecting Usage to Business Outcomes for Successful Renewals
- (18:38) - Building a Customer Success Function
- (22:58) - From Mentee to Mentor | Paying It Forward in the Business World
- (25:21) - Being Your Authentic Self
- (26:55) - The Reward of Mentoring
- (28:35) - Step outside your comfort zone
- (32:08) - Challenges and Joys of Working Parents
- (34:49) - Favorite Book
- (36:23) - There’s Always More Going On Behind The Scenes
- (38:49) - Build your network
- (40:40) - Outro
Evan’s Bio
Evan Williams is a seasoned leader and strategic advisor, excelling in customer success within the realms of Cybersecurity, Professional Services, and EdTech, based in Orange County, California. His proficiency in Dashboards, Account Expansion, and Retention Management has carved his path in aiding companies to shield and enhance their revenue through methodical customer programs and strategic management.
Currently serving as a Strategic Advisor and Fractional VP of Customer Success at Growth Molecules, LLC since December 2021, Evan works assiduously in management consulting and education. He collaborates with companies to engineer scalable growth through metrics-driven customer programs, spanning onboarding to adoption, renewals, and advocacy. His team also champions individuals aspiring to elevate their careers, providing them with the catalyst to reach their next professional milestone.
In a world that's constantly evolving digitally, Evan Williams stands out as a pillar in customer success, combining his vast experience and specialized skills to pave the way for revenue growth and customer program optimization in companies while also lighting the way for aspiring professionals in the industry.
Referenced
- Catalyst’s Coaching Corner: https://catalyst.io/community/coaching-corner
- Gainsight Essentials: https://essentials.gainsight.com/essentials-accelerator/
- Book | Can't Hurt Me: Master Your Mind and Defy the Odds by David Goggins: https://www.amazon.com/Cant-Hurt-Me-Master-Your/dp/1544512279
Connect With Evan
🎙About The Podcast
Join Cesar Romero, as he shares the stories of trailblazing underrepresented SaaS founders, executives, and professionals who have broken barriers and achieved remarkable milestones. Whether you seek inspiration, mentorship, or actionable strategies to advance your career, our podcast is your go-to resource.
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