Meet Naomi, she’s not an actress but a real CSM!
Naomi may be famous for reengaging our churn monster “Disengaged Dave” in ChurnZero’s latest video, but before her acting debut, she was ChurnZero’s 18th employee and our very first Customer Success Team Lead. Last week, we chatted with Naomi about her life in and outside of ChurnZero, and here’s what our Customer Success Manager (CSM) behind the camera had to share.
Q: What led you to this career?
A: A part-time Marketing Research position my senior year of college led to a full-time Marketing role after graduation. From there, I pivoted to a customer-facing implementation role and the rest is history.
Q: What do you like about working at ChurnZero?
A: We drink our own champagne! 🍾 It’s rewarding to use and rely on our own product, and make recommendations to our customers that truly come from our own firsthand experience. We are our own customer, which means we understand our own customer.
Q: What is one word that you would use to describe your team?
A: Brilliant? Creative? No… Gorgeous! Let’s go with gorgeous. We are a good-looking bunch.
What’s your favorite feature in ChurnZero and why?
A: Journeys! In my previous roles at other companies, Sales and leadership teams constantly asked me where each customer was in the Onboarding Journey, and collectively, where all customers were in their Journey. Who is live? Who is not? Who is almost live? If a customer is not live yet, where are they stuck? If we had ChurnZero Journeys and the associated reporting—wow—-it would have saved me so many meetings and emails (and meetings that should have been emails) about customer journey status.
Q: What’s the coolest thing you’ve seen a customer do with the product?
A: I love seeing customers get creative with in-app content. Engaging your customer where they are (in your app!) is so effective. And using humor, funny GIFs, and other attention-grabbing tactics is absolutely the way to go.
Q: What’s your favorite Churn Monster?
A: “Disengaged Dave,” of course! We have a special bond. 😉
Q: What’s the biggest misconception people have about your position?
A: My friends and family call me “Chandler” from Friends because they don’t understand what I do. Some think I sell software, some think I’m a programmer of some sort. My two toddlers just say that “Mommy works on the computer.”
Q: What energizes you about your work?
A: I love interacting with customers and sharing my expertise. It’s rewarding to share my tips and ideas with them, and then hear about their successes. “We did what you recommended and it worked!” = Swoon. 😍
Q: What books/podcasts/shows are you currently binging?
A: Just watched Money Heist on Netflix and highly recommend it. Back when commuting was a thing, my favorite morning commute podcast was Conan O’Brien Needs a Friend.
Q: If you were not in this job, what would you be doing?
A: Jeopardy Clue Crew, traveling the world filming trivia questions.
Q: What’s your favorite go-to recipe?
A: I have a major sweet tooth and there is nothing better than a homemade Rice Krispie treat!
We hope you enjoyed getting to know more about Naomi. But let’s not forget about the other co-star – Dave. To learn more about “Disengaged Dave” and see his story, check out this post.
And stay tuned for more churn monster videos to come!
Customer Success Around the Web
- 10 New Customer Onboarding Best Practices– Learn onboarding best practices to build strong customer relationships from the beginning.
- Empathy Now Leads to Loyalty Later– How do CSMs acknowledge that customers may be struggling right now, physically, financially, or otherwise?
- Customer Retention Measurement– See what you should consider measuring and how to do it.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.