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The Customer Success Pro Podcast
This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company.
Learn more at: thecustomersuccesspro.com
The Customer Success Pro Podcast
From CS to Sales Growth: Turning Upsells into New Sales with Ejieme Eromosele
In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Ejieme Eromosele, an award-winning customer success leader, about her journey from customer success to general management. They discuss the importance of customer advocacy in driving new sales, strategies for upselling and expansion, and the evolving role of customer success in the go-to-market strategy. Ejieme shares her insights on using data to drive urgency, the significance of a discovery-focused mindset, and the need for value-based storytelling in customer success. The conversation highlights key learnings and the future of customer success as a driver of sustainable growth.
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Don't forget to signup for CSM RevUP to help unlock your revenue potential: https://thecustomersuccesspro.com/csm-revup-academy/
Chapters
00:00 Introduction
01:56 Meet Ejieme Eromosele
03:22 Transitioning to a General Manager Role
08:08 The Importance of Customer Advocacy in Sales
14:44 Shaping Post-Acquisition Strategies for New Sales
22:53 Building a Customer Growth Function
28:02 Strategies for Upselling and Expansion
37:02 Key Learnings and Future of Customer Success
Connect with Anika:
Website: thecustomersuccesspro.com
Coaching with Anika: CSM RevUP Academy
Connect with Ejieme:
Linkedin: https://www.linkedin.com/in/ejieme/
Ejieme Eromosele is an award-winning Customer Experience and Success Executive with over 15 years of experience in building high-impact customer programs. As the General Manager for EMEA at Quiq, Ejieme leads the company’s expansion across Europe, overseeing all aspects of business growth - including marketing, customer success, new business sales and partnerships.
Ejieme’s expertise spans customer-led growth, with a focus on transforming customer success functions into powerful drivers of business value. She is also the founder of Success in Black, a pioneering platform that promotes diversity, equity, and inclusion in customer success.
Prior to Quiq, she was Managing Director of Customer Experience at The New York Times and led The Times’ efforts to drive retention, loyalty and brand advocacy of its growing subscriber base.
Ejieme spent a decade in management consulting at PwC and Accenture. In these roles, she led CX programs across sectors.
Beyond her corporate work, Ejieme is a respected advisor, speaker, board member, and angel investor, known for her insights on customer experience strategy and customer success. She serves on the board of the Conversational Design Institute Foundation and the AI Council of Firstboard.io, where she contributes her expertise to discussions on responsible and ethical AI and the future of customer engagement.
Ejieme has a BA in Economics from NYU’s College of Arts & Science and an MBA in Strategy and Global Business from NYU’s Stern School of Business.
Follow the Podcast
YouTube: https://www.youtube.com/ @TheCustomerSuccessPro
Apple Podcasts: https://podcasts.apple.com/gb/podcast/the-customer-success-pro-podcast/id1733
Music by AudioCoffee: https://www.audiocoffee.net/
