EP31 | Brian LaFaille (Looker) - How specialization within customer success will improve your retention

Today on Churn.fm, we have Brian LaFaille, Global Head of Customer Success Strategic Programs at Looker, and advisor at First Round Capital.In this episode, we talked about the importance of specializations within a customer success team, at what stage you should look into hiring team members with specific skills, and actionable steps to bring your success team onto a specialized path.We also discussed how customer success teams can start using data to decide their actions, why quantitative d...