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Maya Calabrese, Senior Customer Success Manager

Name: Maya Calabrese, Senior Customer Success Manager
Uploaded: 2023-10-14T18:10:25+00:00
Duration: 1 min 23 s
Channel: Bob London
Description: In this testimonial, Maya Calabrese, Senior Customer Success Manager, explains how the "Radically Authentic Questions" training transformed her team's…

14 Oct 2023 · 1 min

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In this testimonial, Maya Calabrese, Senior Customer Success Manager, explains how the "Radically Authentic Questions" training transformed her team's client interactions. By shifting from scripted slide decks to asking clients what truly matters to them, the team could craft individualized client roadmaps that uncover new opportunities and drive account growth. The training also provided a reusable toolkit and clear methodology, enabling the customer success team to reference best‑practice questions, avoid jargon, and continuously develop their own customer success program. Overall, the training helped the team build client‑focused roadmaps, generate growth opportunities, and shape a scalable customer success strategy.

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So I'd say the most impactful thing that came from the Radically Authentic Questions that you shared with our team was around how to ask clients questions that mattered to them, right? So instead of going through a slide deck, you know, or pre-canned conversations, it's taking that step back to say, "Client, what matters to you?" And what that allowed us to do was then help to build our client's roadmap which leads to new opportunities, account growth, etc., based on their individual needs. So that was kind of key first and foremost. We also had a toolkit to refer back to because, you know, we're continuing to build our customer success program here, and I'd say having someone to come in with a methodology that's tried and true, but also that makes sense, right? There's not a lot of mumbo-jumbo, there's not a lot of jargon, It's really asking the client about what matters to them, and then us as a customer success team being able to refer back to that, think about how we wanna grow our program, and then kind of the third point here was how do we build our customer success program roadmap based on the training that you ran with our team? So overall, really we're able to drive client roadmap, client opportunities, as well as think about how to develop our team. So just a big thanks.