Paul Holder, CEO of OnRamp, joins the hosts ⁠Kristi Faltorusso⁠, ⁠Mickey Powell, Jon Johnson⁠ & ⁠Josh Schachter⁠. They discuss how OnRamp is designed to streamline the onboarding process for customers. The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue. From Paul's experience at Troops to his transition to co-founder, this episode explores the importance of putting the customer at the center of every business decision. Timestamps 0:00 - Preview 1:07 - Welcome to The Pantless Podcast 2:43 - Meet our hosts 4:58 - Bid Adieu Mickey! 9:42 - Josh & Kristi argue about the right way to introduce guests 11:30 - Meet Paul Holder 12:22 - The onboarding tool stack can be chaotic 16:41 - OnRamp is not just another onboarding platform 20:14 - Leading the CS Team at Troops 22:53 - Jon takes center stage 23:39 - How can CSMs ensure growth & retention 25:55 - Kristi is ambitious 26:38 - Practicing customer obsession 30:18 - How can CSMs become irreplaceable? 32:28 - Transitioning as a Co-Founder 34:39 - Banter & Closing 👉 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/👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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