With a potential recession looming, there are many things a CS leader has to consider in order to ensure that the customer success department is still thriving. For example, how are you able to keep your team focused on the success of their customers during such turbulent times? And how can you do more with potentially less resources?

In this episode, our host Anika Zubair chats with Jennifer Yorke, Chief Customer Officer at Omertria about how to ensure the success of your CS department during a recession.

Jennifer helped to launch Hootsuite, and evolved EMEA Success teams at Box and Bazaarvoice. Now, she is the CCO at Ometria and leads the Customer Success, Professional Services and Support teams.

The SaaS industry is going through a lot at the moment with the pandemic, the great resignation, and now a potential recession. Many CS leaders are asking themselves: “How do we prove value during such turbulent times?” Jennifer and her senior management team agreed that if they reduce the team, it would negatively impact their customers. Instead, they kept investing in the team as an investment in their customers.