Owning the moment trumps owning the customer with Shona Fenner, Sr. Customer Success Operations Manager

This episode of CS No BS features an interview with Shona Fenner, Sr. Customer Success Operations Manager at PetDesk. Designed with busy veterinary practices in mind, PetDesk streamlines client communication to keep staff happy, patients healthy, and practices profitable.

With more than seven years at PetDesk in a number of roles, Shona has developed a breadth of knowledge across the company. Prior to PetDesk, she garnered wide-ranging expertise in fields such as video production and editing, sales and service, and customer satisfaction. 

In this episode, Shona discusses shifting from an account management model to customer success, the importance of staying curious, and the secret sauce behind the customer success paradox. 

 

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Guest Quote:

“Immediately when moving from the everyone does everything account management model to customer success, whether it's giving someone like one article that's, you know, a thousand words to read or a giant 400 page book, no matter what it was, they could kind of get the idea pretty quickly when they realized that you still had all this ownership over the customer, but it was owning the moment more than owning the customer itself.” - Shona Fenner 

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Timestamp Topics:

*(04:36)  - Shona’s journey into Customer Success 

*(08:20) - Shona’s review of Farm Don’t Hunt 

*(11:18) - Biggest hurdles in Customer Success

*(16:36) - Maintaining healthy customers

*(22:58) - What’s next for CS Ops?

*(27:44) - Competing with big box retailers 

*(35:53) - Visibility through Totango 

*(41:13) - Advice from Shona

*(42:30) - Quick Hits 

*(46:03) - Biggest BS in CS 

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Sponsor:

This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.

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Links:

Connect with Jamie on LinkedIn

Connect with Shona on LinkedIn

Totango.com