EP 80 | David Apple (Notion) - The evolving role of Customer Success in hyper-growth companies

Today on the show we have David Apple, Head of Customer Success at Notion.

In this episode, we talked about the conflict between Sales and Customer Success and how it can be avoided, what the leading indicators of retention are at Typeform VS Notion, and how Typeform’s CS team segments its customers based on their retention rate to help prioritize, appoint resources, and make decisions. 

We also discussed why sooner is not always better, the low touch and high touch onboarding set up at Typeform & Notion, and why the two companies waited a long time to invest a single dollar in customer acquisition plus more.

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.