Скачать или смотреть Automation Without Context Creates Blind Spots in CS | Estelle McCartney

CS breaks the moment teams treat customers like rows in a dashboard.

On the Hyperengage Podcast, Estelle McCartney, CEO at Arctic Shores, discusses why many teams start “doing customer success” by hiding behind automation, process, and reporting, then wonder why trust and credibility feel hard to earn.

She zooms in on a simple shift: getting close to the customer’s world. That means understanding the sector they operate in, tracking what is changing for them, and showing up where their priorities live, not only in software circles.

The wider conversation expands into onboarding and long-term retention: tight handoffs between sales and the customer team, setting clear success criteria early, and treating onboarding as a sequence of milestones tied to the customer’s business strategy rather than a one-time setup.

Data becomes more useful after real context is built. Strong customer teams use analytics to ask better questions, not to replace conversations, especially in B2B SaaS and scaling startups where priorities move fast.

What would customer success look like if understanding the customer’s market mattered as much as product usage?

Link to the full episode in the channel description.