E244 | Enhancing Product and Customer Success Alignment to Deliver Customer Value with PagerDuty's VP of CS, Heather Brown

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6M ago 37:02

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Today on the show we have Heather Brown, the VP of Global Commercial Sales and Customer Success at PagerDuty.
In this episode, Heather shares her extensive experience in bridging the gap between product development and customer success to enhance company performance and customer value.
We dive into the innovative strategies PagerDuty employs to ensure these two critical areas are not just aligned but also collaboratively driving the company's growth and customer satisfaction.

Heather also discusses the evolution of her role at PagerDuty, the importance of internal collaboration, and how integrating product feedback loops can significantly impact customer retention and success.

Mentioned Resources

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

Kapitler

1. E244 | Enhancing Product and Customer Success Alignment to Deliver Customer Value with PagerDuty's VP of CS, Heather Brown (00:00:00)

2. Discovering "I Am Remarkable" (00:01:39)

3. Integrating Product and Customer Success (00:06:19)

4. Launching the Customer Success Ambassador Program (00:10:34)

5. Strategic Alignment Across Departments (00:17:55)

6. Developing Joint Metrics (00:24:47)

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