Stephanie Berner is a Customer Success Executive at LinkedIn. Since 2018, Stephanie has spearheaded all post-sales functions at LinkedIn Sales Solutions through its period of rapid growth from $450m to $1.5b. With a background in building and scaling customer success teams at Box, Medallia, and Opower, Stephanie has extensive experience in delivering exceptional customer experiences across various company stages.
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In this episode, we discuss:
- Common customer success mistakes
- Creating a world-class customer success org
- Tactics for hiring exceptional talent
- How to structure compensation packages
- Where customer success fits into the wider org
- Key early-stage customer success metrics and rituals
- Successful strategies from Box, Medallia, and LinkedIn
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Referenced:
- Aaron Levie: https://www.linkedin.com/in/boxaaron/
- Box: https://www.box.com/
- David Love: https://www.linkedin.com/in/david-s-love/
- Gainsight: https://www.gainsight.com/
- Jon Herstein: https://www.linkedin.com/in/jonherstein/
- Jonathan Lister: https://www.linkedin.com/in/jonathanlister/
- Ken Fine: https://www.linkedin.com/in/kmfine/
- Medallia: https://www.medallia.com/
- Nick Mehta: https://www.linkedin.com/in/nickmehta/
- Opower: https://www.oracle.com/utilities/opower-energy-efficiency/
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Where to find Stephanie Berner:
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Where to find Brett Berson:
- LinkedIn: https://www.linkedin.com/in/brett-berson-9986094/
- Twitter/X: https://twitter.com/brettberson
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Where to find First Round Capital:
- Website: https://firstround.com/
- First Round Review: https://review.firstround.com/
- Twitter: https://twitter.com/firstround
- YouTube: https://www.youtube.com/@FirstRoundCapital
- This podcast on all platforms: https://review.firstround.com/podcast
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