In episode 16, I sit down with Thomas Bass, founder of Success to Scale and a veteran in customer success and retention for B2B SaaS companies.

We dive into the intricacies of churn analysis, the critical balance of controllable and uncontrollable churn, and the essential humanization in customer support as companies scale.

Discover how to strategically delegate and outsource customer support without sacrificing quality, the power of AI in enhancing efficiency, and the common pitfalls to avoid when scaling your support team.

Perfect for founders, customer success managers, and anyone looking to elevate their customer experience strategies.

Tune in for deep insights on driving customer satisfaction, reducing churn, and professionalizing support operations for long-term success.