Jo Massie from Slido on shaping a curious and empathetic customer success team

It’s a tale as old as time: ‘the customer comes first’. Unless you’re in retail or hospitality, and the customer is right there in front of you, it’s easier said than done! When you’re working with clients and partners over email or the phone every day, it’s easy to forget that you’re dealing with real people.

That’s where our guest today comes in. Jo Massie is the VP of Customer Success at Slido - that’s right, success, not service! Leading her team of Customer Success Managers, or CSM, Jo ensures every customer interaction is meaningful, delivers value and provides an unbeatable customer experience.

At the heart of this mission is understanding that not all customers are the same. By listening carefully to what their customers are trying to achieve and engaging with them throughout their journey, the CSM team can be proactive when their customers’ business objectives change.

Jo believes that if you focus on the success of your customers, the rest will follow. This passion hasn’t gone unnoticed: in 2018, Gainsight recognised Slido for their Voice of the Customer programme as being among the best-in-class across the European region.