Psychology of Customer Success

Applied to 100+ jobs and haven’t landed a single interview?
Wondering if your resume is the problem, or if it’s just the market?
In this episode, Rachel sits down with Carly Agar for the kind of unfiltered conversation they usually have over text and phone calls: 

What they’re each seeing in CS hiring right now as two people who help CS professionals find high-paying jobs. 

Rachel works mostly with CS leaders, Carly mostly with experienced CSMs, and together they break down the "logical" job search moves that keep great candidates from getting seen... and what to do instead!
BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER:
Whether applying on LinkedIn is really dead, and how much of your search it should actually be
Where recruiters’ eyes actually land on your resume, and what has to be there when they do
How to handle inflated or deflated titles honestly without hurting your chances
The two interview mistakes that cost people offers most often
How to answer “Why this company?” and “Why are you leaving?” in a way that moves your candidacy forward
What level of AI fluency you need to show as a CS job seeker these days and how you should be talking about it
Stop applying like it's 2022. Tune in to learn what really gets CS professionals hired right now!
👉 Check out Carly's job program
👉 Check out Rachel's job program
++++Work With Rachel++++

👉 THE CS LEADERSHIP ACADEMY - [click here]

Need to increase NRR, but don't have the time, tools or buy-in to do it?

Get the CS operating frameworks, leadership techniques and psychology hacks to increase NRR, lead a high-performing team, and be seen as an executive leader!

👉 CS Dream Job - [click here]

Land a high-paying job in CS in half the time.  Get recruiters and hiring managers reaching out to you with the top CS roles that are never posted online, nail your interviews, and maximize your salary.

____

CONNECT WITH RACHEL

Follow on:
LinkedIn

WEBSITE
https://provansuccess.com

Wouldn't it be nice if customers would just do what we tell them to do so they can get what they say they want?

Unfortunately, humans don't work that way.  For better and worse, we're much more complicated. 

Dive into the fascinating fields of behavioral economics, neuroscience, and cognitive behavioral psychology to understand why people do the things they do, what motivates them, and how to use that to create positive outcomes for your customers, your company, and yourself.

BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: 
Why your customers can't absorb all the information you're giving them
The reason many Founder/CEOs struggle to understand the value of Customer Success. 
How to drive adoption by understanding Dopamine and Habit Formation
OTHER LINKS MENTIONED IN THIS EPISODE: 
Mini Habits - Steven Guise
Atomic Habits - James Clear
The Power of Habit - Charles Duhigg
++++Work With Rachel++++

👉 THE CS LEADERSHIP ACADEMY - [click here]

Need to increase NRR, but don't have the time, tools or buy-in to do it?

Get the CS operating frameworks, leadership techniques and psychology hacks to increase NRR, lead a high-performing team, and be seen as an executive leader!

👉 CS Dream Job - [click here]

Land a high-paying job in CS in half the time.  Get recruiters and hiring managers reaching out to you with the top CS roles that are never posted online, nail your interviews, and maximize your salary.

____

CONNECT WITH RACHEL

Follow on:
LinkedIn

WEBSITE
https://provansuccess.com

Failure happens to all of us. 

In this episode, we'll delve into the often-feared concept of failure and discover its hidden potential for growth and learning.

We'll explore the essential role of mindset, how to differentiate between a fixed mindset and a growth mindset, and uncover sneaky signs that a fixed mindset holding you back in both your personal and professional life.

Embrace a fresh perspective on failure, seeing it not as a setback, but as a vital stepping stone to success.

Come learn to approach challenges with curiosity, openness to new experiences, and resilience against setbacks. This episode also highlights the crucial distinction between your self-worth and your failures, empowering you to define your worth independently of your setbacks. By the end, you'll be equipped to view failures as valuable experiments and embrace change as a key driver of growth.

Takeaways for You:

Understand how shifting your view of failure can unlock opportunities for learning and growth.
Learn to identify and overcome your limitations using curiosity.
Recognize the symptoms of a fixed mindset and how they might be impeding your progress.
Discover how to separate your self-worth from your failures, establishing a resilient sense of self.
Transform your approach to challenges, viewing failure as an experimental learning opportunity and change as a catalyst for personal and professional growth.
OTHER LINKS MENTIONED IN THIS EPISODE:
Mindset - Carol Dweck
++++Work With Rachel++++

👉 THE CS LEADERSHIP ACADEMY - [click here]

Need to increase NRR, but don't have the time, tools or buy-in to do it?

Get the CS operating frameworks, leadership techniques and psychology hacks to increase NRR, lead a high-performing team, and be seen as an executive leader!

👉 CS Dream Job - [click here]

Land a high-paying job in CS in half the time.  Get recruiters and hiring managers reaching out to you with the top CS roles that are never posted online, nail your interviews, and maximize your salary.

____

CONNECT WITH RACHEL

Follow on:
LinkedIn

WEBSITE
https://provansuccess.com

Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve? 
Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments into proactive revenue-generating engines. With his unique background in consumer psychology and behavioral economics, Rob shares the secrets to what separates successful CS leaders from those stuck on every QBR.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER: 
Why customer decisions are driven by cognitive biases (not logic) and how to leverage this for better outcomes
The difference between being "strategic" and having a clear team charter that executives actually understand
How to translate CS work into executive language that gets you a seat at the leadership table
The forecasting approach that proves CS is a revenue function, not just a "happiness department.
Why CS teams need different personas and the 5 key types every CS leader should recognize
The research methodology mindset that helps you test assumptions and avoid infinite loops
How to stop being the company junk drawer by establishing clear boundaries and focus
Why asking customers directly often beats complex health score algorithms
Stop letting your team be everyone's dumping ground and start getting the executive respect you've been fighting for.
++++Work With Rachel++++

👉 THE CS LEADERSHIP ACADEMY - [click here]

Need to increase NRR, but don't have the time, tools or buy-in to do it?

Get the CS operating frameworks, leadership techniques and psychology hacks to increase NRR, lead a high-performing team, and be seen as an executive leader!

👉 CS Dream Job - [click here]

Land a high-paying job in CS in half the time.  Get recruiters and hiring managers reaching out to you with the top CS roles that are never posted online, nail your interviews, and maximize your salary.

____

CONNECT WITH RACHEL

Follow on:
LinkedIn

WEBSITE
https://provansuccess.com

Have you ever wondered why your customers say they want a result - and then don’t do ANY of the things you tell them to?
No, it’s not that they’re lazy or bad-fit customers…
You're just not speaking to the way human brains actually work!
Join Rachel ProvanJoin Rachel Provan to learn the secrets of how people really make decisions, and how you can use this knowledge to help your customers succeed with your product.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:
Why humans don't operate logically (and what that means for getting buy-in)
The one question that transforms every customer interaction
How to use loss aversion to frame renewal conversations more effectively
Simple psychological tricks that can increase perceived value
The ethical difference between influence and manipulation 
Stop wasting time with logical tactics that don’t work. Learn how to talk to customers in ways that make them take action and get the results they came for.

++++Work With Rachel++++

👉 THE CS LEADERSHIP ACADEMY - [click here]

Need to increase NRR, but don't have the time, tools or buy-in to do it?

Get the CS operating frameworks, leadership techniques and psychology hacks to increase NRR, lead a high-performing team, and be seen as an executive leader!

👉 CS Dream Job - [click here]

Land a high-paying job in CS in half the time.  Get recruiters and hiring managers reaching out to you with the top CS roles that are never posted online, nail your interviews, and maximize your salary.

____

CONNECT WITH RACHEL

Follow on:
LinkedIn

WEBSITE
https://provansuccess.com