EP20 | John Gleeson - How KeepTruckin keeps a near-perfect customer retention rate

Today on CHURN.FM we have John Gleeson, the Head of Customer Success for Upper SMB, Mid Market, and Enterprise of KeepTruckin

We chatted about what it’s like building a customer success team in a fast-scaling startup and how they achieve a near-perfect customer retention rate.

John also shared the tool stack his Customer Success team uses, why their customer success team is set up into two different functions between onboarding and Customer Success, and how they proactively prepare for customer renewals.

We also discussed the importance of measuring a customer health score and how to utilize it, why closing new deals shouldn’t be the customer success manager’s responsibility, and how John would tackle churn and retention if he would join a new company and start from scratch.

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.