The Future of Digital CS? Just Take a Look at Brian LaFaille’s Program
Eight years ago, Brian LaFaille stepped on as Looker’s first Customer Success hire. Since then he’s seen Looker through a $2.6B acquisition by Google and was a crucial member of a team that was tasked with servicing customers at a massive scale. In this episode, Brian walks us through the journey Looker took to learn how to effectively run a digitally-led CS motion that would benefit all segments and customers — from Enterprise to SMB.