In today’s economy, you have to think about sustainable growth rather than growth at all costs. So, how do you do that in Customer Success? How do you ensure your CSMs are strategic and not just support? And how do you measure sustainable growth?

In this episode, our host Anika Zubair chats with Shannon Nishi, Director of Customer Success at Customer.io about sustainable growth in Customer Success.

Shannon Nishi has seven years of experience in SaaS and Customer Success, including implementation services and technical project management. Her experience working across e-commerce, data collection software, and marketing automation software has seeded a love for complex problems and an appreciation for simple solutions on distributed customer-facing teams. As a leader, Shannon is passionate about enabling personal development and collaboration amongst team members, using iterative processes and open communication to achieve customer-defined business outcomes.

As the Director of Customer Success at Customer.io, Shannon has been accountable for their sustainable growth and seen a lot of success so far. So, when should a SaaS company start thinking about scaling?