Mar 9, 2021

2 min

Meet Rachel: CSM at ChurnZero

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ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Rachel Gurman, Customer Success Manager at ChurnZero. 

As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. 

Let’s take a look at what Rachel had to share. 

Customer Success Manager

Q: What do you like about working at ChurnZero? 

A: Two things: 1.) I love the team. Everyone is extremely helpful and happy to sit down with you and answer any questions you might have. No one will get frustrated with you and everyone genuinely wants you to succeed. 2.) The product itself is awesome and works. This make my job way easier when I’m confident in the product and it’s capabilities. 

Q: What’s your favorite feature in ChurnZero and why?

A: Playbooks – specifically the updated Plays 2.0 and the ability to mass email all of your accounts (and include multiple contacts from an account on an email). This is a HUGE timesaver.

Q: What one question do customers/prospects ask you the most?

A: I think ChurnScores are initially tough to wrap your brain around them (in terms of how you calculate a ChurnScore, i.e. adding up all of the factor points and getting the inverse of that number to calculate the actual score). Once customers get it, they definitely get it, but since it’s a new concept, it can sometimes take time. 

Q: What was your first job?

A: I worked as an Adventure Specialist at a day camp. This meant I got to work with all of the high ropes elements and would just have fun all day. I worked at the camp for three summers and loved it. 

Q: What’s your remote work secret to success? 

A: I try to do some form of exercise every morning. Recently, I’ve been doing an Instagram Live workout class and this helps me wake up in the morning and get ready for the day. 

Stay tuned for more ChurnZero employee spotlights! 


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Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero

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