Episode 11:

Scaling Culture Without Breaking It: How Pleo Preserves Purpose in Hypergrowth

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Summary

In this episode of CX Coffee Chat, host Matthew Kettell speaks with Craig Jackson, Director of Customer Success at Pleo. Craig shares his journey in customer success, the evolution of the role, and the importance of team culture. He discusses how Pleohas grown and adapted, the significance of team-building events, and the strategic approach to customer success. Craig also highlights the role of AI in enhancing customer interactions while maintaining a human touch. The conversation concludes with reflections on leadership and building a strong company culture.

MAIN TAKEAWAYS:

Craig Jackson has been in customer success since 2016, with a strong background in FinTech.
Pleo is a spend management organization that focuses on capturing business spend.
Craig emphasizes the importance of team culture and values in customer success.
The customer success team at Pleo has grown significantly, maintaining high employee satisfaction scores.
Team-building events are crucial for fostering connections among remote teams.
Customer success is evolving to become more strategic, focusing on measurable outcomes.
Hiring processes at Pleo are rigorous, with a focus on cultural fit and individual motivations.
AI is being used to enhance customer interactions without replacing human touch.
Leadership involves believing in oneself and fostering a collaborative culture.
The culture at Pleo is a collective effort, not just the responsibility of one individual.

Chapters:

00:00 Introduction to Craig Jackson and Pleo
06:10 The Role of Customer Success at Pleo
12:36 Team Building and Company Culture
18:42 The Evolution of Customer Success
26:10 Leveraging AI in Customer Success
30:19 Reflections on Leadership and Culture

Episode 11:

Scaling Culture Without Breaking It: How Pleo Preserves Purpose in Hypergrowth

Listen on:

Summary

MAIN TAKEAWAYS:

Chapters:

Check out the rest of the episodes!