EP 127 | Jeff Heckler - How Pipedrive built a Customer Success team at scale that helped drastically decrease churn

Today on the show we have Jeff Heckler, global head of customer success at Pipedrive.In this episode, we talked about how Jeff went from being a numbers guy to a career in customer success, how Pipedrive’s CS team scaled from 15 to 55 people in just 18 months, and how the team is now structured. We also discussed the functions of a Customer Success operations team, the engagement and growth team within customer success, and the populations they serve. We then dove into KPI’s, key metrics...