In this episode, Maranda Dziekonski, VP of Customer Success at ID.me, shares her 20+ years of experience in customer success and operations, providing actionable insights on scaling teams, creating agile processes, and fostering personal connections to drive success. From her unique approach to relationship-building through her "handy-dandy notebook" to the challenges of transitioning between leadership roles, Maranda offers a candid and practical look into the evolving world of customer success.

We explore her innovative hiring principles, the importance of acting your organization's size when implementing processes, and how she has leveraged AI to supercharge account planning and customer insights. Maranda also reflects on the biggest changes in the CS landscape, including the growing focus on tying CS to revenue, and shares advice for aspiring CS professionals looking to break into the field.

Whether you're a CS leader, a startup founder, or someone looking to improve team dynamics and customer outcomes, this episode is packed with strategies, lessons, and thought-provoking ideas.

Key Topics Covered:

0:00 – Welcome & Introduction
Scott introduces Maranda Dziekonski, her impressive career in customer success, and what to expect from the episode.

2:00 – The Relationship Cheat Sheet
Maranda explains her unique system for building personal connections and how it has evolved over time.

6:00 – Hiring and Scaling Teams
Insights into Maranda's principles for creating balanced teams and filling skill gaps through hiring and training.

10:30 – Acting Your Organization’s Size
Why scaling processes should match your company’s stage to avoid unnecessary complexity.

13:00 – Transitioning to Leadership
Maranda reflects on shifting from individual contributor to leader and navigating roles in startups versus larger organizations.

16:45 – AI in Customer Success
How Maranda leverages AI to generate insights from customer data and streamline account planning.

20:00 – Breaking Into CS
Practical advice for early-career professionals looking to land their first customer success role.

24:30 – The Evolution of Customer Success
How the industry has shifted towards revenue ownership and why it matters for CS teams.

30:00 – Advice for CS Leaders
Tips on avoiding burnout in startup environments and staying customer-focused in chaotic situations.

Key Takeaways:

• Personal connections matter: Maranda’s relationship cheat sheet fosters deeper customer and team engagement.
• Hire and train strategically: Balance skill sets to build resilient, adaptable teams.
• Act your size: Tailor processes to your company’s stage for agility and effectiveness.
• AI as a CS tool: Leverage AI for data insights and efficiency, impressing customers with targeted strategies.
• CS is revenue-critical: Tie CS efforts to measurable business outcomes to stay relevant in today’s economy.