In Episode 07 of Scaling Success, Volition Capital managing partner Sean Cantwell invites Karen Flathers to the show to discuss the nuances of building a successful, scalable Customer Success function. Find out why she thinks a lot of companies do a great job of making their customers love them, but still fail at customer stickiness. "There's some relationship that comes into it, but again, they're going to look at their business and say, 'What is the thing that it's too painful for me to get rid of that's going to have too big an impact on how I run my business, or how my people work?' It's hard to put a full- other than an ERP, which goes in that bucket, a lot of the other niche ones, it comes down to the specific use cases that they're using it for."
About Karen Flathers:
Karen was formerly the Chief Customer Officer for Blackline, where she led all post-sales customer functions through a successful IPO, multiple acquisitions, and significant domestic and international growth. Prior to joining BlackLine, Karen worked in Services and Operations leadership positions at Zuora, a provider of SaaS-based billing software and as General Manager at Aclara Technologies, a provider of SaaS and on-premise solutions to the utility industry. Before focusing on SaaS growth companies, Karen spent 15 years in Professional Services at SAP, culminating in her role as SVP of Services for North America where she managed 1500 consultants and a $1 billion P&L. Karen holds a Bachelor of Arts degree from Brown University.
