Episode 48 - Lara Barnes - Global Director of Customer Success, ex Sitecore, Oracle, Facebook and Microsoft

"If you're not delivering value, it's very easy for businesses to say, 'We're not getting the value, so we're cutting it."

In this episode of The Impact Room, hosted by Michelle Ansell, we welcome Lara Barnes, an acclaimed leader in customer success and a 2024 spotlight winner. Lara has an impressive track record working with leading SaaS and technology companies such as Sitecore, Oracle, Microsoft, and Facebook. She shares her experiences in building high-performing customer success teams, transforming customer engagement strategies, and navigating to a successful strategy that delivers realy value and return on investment for SAAS businesses.

Lara discusses the significance of data analytics in understanding customer needs and driving product adoption. She highlights the critical role of customer success teams in fostering strong customer relationships and ensuring long-term retention. Lara also explores the future of the customer success field, including the growing integration of AI and the expanding responsibilities of Chief Customer Officers.  We also talk about Women in Technology and how Customer Success offers a great opportunity for female and other diverse talent to sprinboard into a uccessful career in SAAS and AI as well as elevating future opportunities. 

Featured Topics:

• Evolution of customer success over 15 years
• Transitioning to SaaS and the challenges involved
• Importance of data-driven decision-making
• Strategies for achieving high customer retention and satisfaction
• The future of customer success with AI and predictive analytics

Tune in to gain valuable insights and learn how customer success can drive business growth and customer loyalty. Don't miss this opportunity to hear from one of the industry's leading voices and please like and subscribe to hear more from inspirational leaders and their journeys in The Impact Room Podcast from Douglas Jackson