EP 71 | John Henwood - How productboard increased retention by scaling a handheld onboarding experience

Today on the show we have John Henwood, Director of Customer Success at Productboard.

In this episode, we talked about how customer success has evolved over the past 10 years, how Customer Success’s approach to increasing retention differs at a big organization VS an early-stage startup, and how John prioritized his focus when he first joined Productboard.

We also discussed why Productboard’s Customer Success team handhold their customers through their onboarding process, how they measure success, and what was John’s thought-process when building out and scaling the customer success team at Productboard. 

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.