Customer Success Leader
Customer Success Leader

Episode · 2 years ago

Welcome to Customer Success Leader


Welcome to Customer Success Leader, a podcast by Flatfile! 

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Want to create delightful customer experiences, you're in the right place. Welcome to customer success leader, where you'll learn about the successes and struggles of leaders who are passionate about their craft. Trust me, you want to stick around. Welcome to the introductory episode of the Customer Success Leader podcast. We're here today with Eric Crane, cofounder and CEO of flat file. How's it going today, Eric? I'm doing good. Kelsey, it's a really nice day here in Atlanta. Yeah, I am in Alaska currently and it's also a nice day here. It's like sixty seven degrees, which is unheard of. And to give everyone a bit more context, my name is Kelsey cors. I'm one of the producers of the show and today we'll be talking about what you, the listener, can expect from this podcast. But before we jump into that, Eric, can you tell me a little bit more about yourself and the work you're doing at flat file? Sure thing, so I've worked in roles and software businesses ranging from customer success at an early stage start up to software engineering at a very large established in our prose business, and one thing...

...that was consistent across all of those experiences was a challenge of getting data from outside your organization, usually your customers, and bringing it into your software. I'm making it useful. When I was at my last role at envoy, found a kindred spirit and David, my cofounder, and we both realize that a this problem them should be solved. We shouldn't be forcing humans to do the work that machines really should be doing. But the challenge was that those machines didn't really have the intuition, or just a little bit of intuition, that's required in order to take an unknown or disparate data set and turn it into the types of data that you want to use most effectively in your software. So we started flat file to remove those barriers that exists between humans and data, and today we already serve more than a hundred different companies in helping their customers, partners and even internally just manage data coming to and from different places. I love that, if you will, the origin of your company... you saw a problem and you wanted to fix it. That's just amazing. So, speaking of flat file, tell me a little bit more about why you wanted to start this podcast. So, having been a customer success manager myself, I know the challenges of trying to work with customer data and get the most out of it, because ultimately, as a CSM, you're judged on how much value your customer can receive from the product that you have absolutely no control over. And so what I want to do, since we're building products and solutions for customer success managers, is not only learn from them and learn from my previous experience and serving them, but also give them a place to actually interact, share ideas, share stories and learn more about what it's like to be a great customer success manager. That is awesome, and you've touched a little bit on what listeners can expect as they tune into each episode, but tell me a little bit more about each episode and how you're going to roll everything out. Sure, so we're interviewing strategic leaders and customer...

...success and just having them share her best practices, their worst nightmares and everything in between, so you'll be able to learn about tools you can use to be a better customer success leader, ways to make customer experiences much better, ways to improve the time to value for your customers and also just stories that you can empathize with. As a CSM, you know you're not alone out there. There's a lot of different folks who are dealing with this challenge of how do I make sure to establish a relationship with many customers, but at scale and at the same time, very intimately, and so we'll be talking a lot about those types of topics on customer success leader. I always love when podcast also share the struggles. I feel that when you hear other people in the same situations that you're in, it just makes everything so much more relatable. And in the event that listeners want to connect with you because they have ideas for episodes topics or even guess that you should feature, what's the... way for them to do that? Yeah, you can totally reach out to me on Linkedin. It's Eric Crane. I'm the founders here a flat file, and you could also just email hello at flat file dot Ioh we've got a great customer success and Support Team and they've be more than happy to send you my way. Great and all of that information will be found in the show notes below, so you have all that information there if you are tuning in. And that actually wraps it up for the introductory episode. Thank you so much for joining me today. Eric and I'm a really excited to see the show grow. For All of our listeners, make sure you tune back in and listen to Eric for episode one and beyond. Thanks, Kelsey, and everyone will see us in you depend on the fastest time to value for your customers, so I let data on board and sell you down. Stop emailing spreadsheets, creating CSP templates or setting up FTP transfers. Create collaborative, secure workspaces with your customers and their data, saving you time while providing a memorable on boarding experience. Oh and there's no code required. You can go to flat file DOT IO CS leader to learn more and get started for... Thank you so much for joining us for this episode. Customer Success leader is brought to you by flat file. If you're a fan of the show and want to help a share these conversations with others, leave us a rating on apple podcast. Just tap the number of stars you think the show deserves. That's it for today. Catch you in the next one.

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