Jeff is joined by <a href="https://www.linkedin.com/in/mikemolinet/" target="_blank">Mike Molinet </a>of <a href="https://branch.io/" target="_blank">Branch</a>.&nbsp;Mike had written this <a href="https://www.thena.ai/post/how-we-retain-and-grow-100k-accounts-with-slack-at-branch" target="_blank">article</a> on how Branch uses Slack to Retain and Grow $100k+ accounts. This was such a different perspective that we needed to get Mike on the podcast to explain. Listen has Mike describes:
&nbsp;- How Branch uses Channels to keep engagement high with Branch's power users and Champions
- Expectation management and guardrails needed to prevent CSM burnout with customers actively engaging with Slack
- Building organic communities with customers using Slack
- Sending Product updates and marketing to customers in Slack
- Tiering customers for level of slack engagement
- Using Slack engagement analytics to be leading indicators of churn and renewal.&nbsp;
 
And a ton more!&nbsp;

Episode 35: Carly Agar helps CSMs get jobs

Jeff Kushmerek, with 20 + years of software professional services experience, gets deep into the details of Customer Success, Implementation, and Professional Services in software. Joined by experts in the industry, he covers everything from ops, growing teams, selling services and products, customer success, and everything in between.