Episode 3: Scaling Post-Sales with AI, Automation & Real Talk

About this Episode

In the third episode of Beyond The Close, host José (Co-founder @ Velaris) chats with Violaine Yziquel (Chief Customer Officer @ Fyxer AI).

Leveraging her vast experience from companies like Slack and Box, along with her work co-founding the Customer Success Network, Vio shares her expertise. The two dive into how the Customer Success profession is evolving, what it takes for an individual to excel in an AI-driven environment and how businesses can strike a balance between automated efficiency and human interaction.

TL;DR

• Customer Success is now a key part of driving revenue, not just a support function.
• AI and automation can handle repetitive tasks, freeing up professionals to focus on relationship-building and complex problem-solving.
• The most successful Customer Success professionals in this new era are driven, curious and comfortable using data.
• Even with advanced AI tools, human connection remains vital for understanding customer needs and building trust.
• The best companies balance scalable automation with intentional, "unscalable" human interactions.

Key Takeaways from This Talk 💡

1️⃣ Customer Success is a Revenue Driver

Customer Success has come full circle. It's no longer just about helping customers use a product; it's a vital part of the revenue team. Vio explains how the role has evolved to embrace upselling and expansion, proving that a strong CS function is essential for a company's financial growth.

2️⃣ AI Creates a Hybrid Workforce

AI is not about replacing people. Instead, it’s a tool that helps Customer Success professionals be more efficient. Vio shares how her team used AI to dramatically cut down on ticket response times, freeing up her team to focus on bigger, more complex issues and build stronger relationships with customers. The future is a hybrid model where AI handles the routine tasks and humans focus on strategy. 

3️⃣ The Traits of a Star Performer

In this new landscape, certain traits set top performers apart. Vio highlights the importance of a "get it done" attitude, a constant sense of curiosity, a challenger mindset and a comfort with data. These are the qualities that allow professionals to adapt quickly and get the most out of new technologies.

4️⃣ Unscalable Work Still Matters

Despite the push for automation, Vio makes a great point about the value of "unscalable" human interactions. She shares how her team prioritizes live onboarding calls to gather direct, unfiltered feedback from customers. These personal conversations, which don't scale, provide invaluable insights that no amount of AI could capture.

5️⃣ Accountability Drives Success

For fast-moving teams, an "execution mindset" is everything. Vio emphasizes the importance of setting clear, weekly goals and holding each other accountable. This focus on measurable achievements is what allows small teams to move quickly and achieve big results, especially in a dynamic startup environment.

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