#updateai #customersuccess #saas #business Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts ⁠⁠⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users. She also sheds light on Crunchbase's strategic partnership with Perplexity, how they enhanced customer onboarding with automated processes, and their plans for 2025. Timestamps 0:00 - Preview, 1:15 - Meet Aanal Patel, Senior Customer Success Director at Crunchbase 1:47 - Overview of Crunchbase 4:40 - Using internal data for prediction and risk mitigation 7:37 - Team structure & current hiring 9:28 - Team downsizing and adaptation 13:15 - Implementing an automated onboarding process 16:30 - Strategy to ensure a positive customer experience 20:22 - Celebrating milestones with customers 22:18 - Plans for 2025 25:08 - Accessibility of AI-driven insights 28:00 - Partnership with Perplexity to integrate Crunchbase data ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Aanal Patel: https://www.linkedin.com/in/patelaanal/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠ ________________ Keywords: How to keep your customers happy , customer success manager, customer support, customer success management, Customer Success Manager role, Senior Customer Success Director, Crunchbase, historical insights, predictive insights, growth insights, funding predictions, market researchers, lead scores, churn risks, customer-driven approach, high-growth companies, renewals, July 2023 downsizing Crunchbase, knowledge training tutorials, automated onboarding, AI search feature, Crunchbase and Perplexity partnership, customer satisfaction. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

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