Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083

Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.

Chapters:

• 00:00 - Intro
• 05:43 - Early career: From Deloitte to startup life
• 06:32 - Mixpanel & the rise of product analytics
• 09:06 - Slack's champion program: Fostering in-house advocates
• 12:29 - Scaling CS: Operations, tools and voice of customer
• 18:16 - Airtable ambassador program & NDR success story
• 21:55 - Building AI use cases in CS with Airtable
• 30:29 - Creating a scalable customer education ecosystem
• 36:15 - Prioritizing quick wins & standardizing playbooks
• 37:28 - The power of cross-functional collaboration
• 41:52 - Empowering teams through mission & vision clarity
• 45:59 - Capturing executive alignment with walking decks

Enjoy! I know I sure did...

Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/