Dive into the latest episode of the B2B Go to Market Leaders podcast, where Rachel Stanley, Vice President of Customer Experience at Banzai, shared her career journey and deep insights into customer experience and success within the SaaS industry.

From starting as an onboarding specialist to rising to a VP role, Rachel's story highlights her initiative-driven approach and dedication to understanding customer needs. She emphasized the critical role of the first 90 days in customer engagement, the importance of aligning customer marketing with experience, and the need to balance empathy with revenue responsibilities. Rachel's insights provide a comprehensive guide for anyone looking to excel in customer success by integrating empathy with strategic business goals.

Rachel discussed the significance of a well-defined Go-to-Market (GTM) strategy, the ownership of expansion revenue by customer success managers, and the evolving nature of customer success roles. She also highlighted the importance of structured onboarding, aligning marketing efforts with revenue outcomes, and fostering accountability within teams. At the core of her approach is a commitment to helping customers achieve their goals, underscoring that true customer success is about balancing business objectives with genuine care for customer needs.