Join MTMG's IT Roundtable as we welcome Charlotte Bohlman, CEO of Cebra Consult, for a deep dive into the evolving world of customer success. Charlotte shares her journey from HR to SaaS leadership, strategies for building high-performing CS teams, and practical tips for balancing automation with personal touch. Discover how to foster collaboration across departments, future-proof your team, and inspire continuous improvement in a fast-changing landscape.
Key Events Timeline:
00:01:00 – Introduction of Charlotte Bohlman and Cebra Consulting.
00:03:00 – Charlotte's career transition from HR to SaaS and Customer Success.
00:07:00 – Core competencies for building customer success teams.
00:11:00 – Role of automation and AI in customer success.
00:16:00 – Strategies for proactive churn reduction and risk management.
00:20:00 – Managing team morale amidst organizational change.
00:25:00 – Insights on future-proofing customer success teams.
00:29:00 – "More Than Mere Genius" questions exploring Charlotte's passions, inspirations, and values.
Notable References:
Books: Ikigai: The Japanese Secret to a Long and Happy Life by Héctor García and Francesc Miralles
Music: Jubel by Klingande
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