Psychological Mindset Shift from Reactive to Proactive Customer Success with Rachel Provan

The Customer Success Pro Podcast

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.

Imposter Syndrome, Prioritization, and Mindset Shifts in Customer Success. All topics we covered in Today’s talk with Rachel Provan. Today’s podcast will focus on how you have to shift your mindset in order to move from reactive to proactive Customer Success.

Rachel Provan, founder of Proven Success, joins the podcast as the first guest to discuss her career transition from acting to customer success and her current role leading customer success coaching. Topics covered include the importance of understanding the Pareto Principle, the necessity of setting aside focus time to work on strategy, techniques for effectively prioritizing tasks, and advice on overcoming imposter syndrome. Rachel also discusses how she built Provan Success and her approach to coaching customer success professionals.

Timestamps:
00:00 Introduction and Guest Welcome

03:54 Transition from Corporate to Entrepreneurship

09:21 The Role of Mindset in Customer Success

16:42 The Importance of Time Management in CS

20:29 The Impact of Task Switching on Productivity

21:30 The Importance of Proactive Leadership

22:06 The Pitfalls of the Player-Coach Mentality

22:20 The Art of Prioritization in Leadership

23:03 The Struggle of Saying No

23:26 The Challenge of Balancing Multiple Roles

28:00 The Reality of Imposter Syndrome

30:12 The Struggle of Perfectionism and High Expectations

38:08 The Future of Customer Success

Connect with Anika:
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Website: thecustomersuccesspro.com
Coaching with Anika: CSM RevUP Academy

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Connect with Rachel:
Rachel Provan is a top 25 CS Influencer and Coach for Customer Success leaders. She has over 15 years of experience in CS Leadership building and scaling CS departments across diverse markets from seed stage to Fortune 500 Companies. With a passion for fusing psychology with business strategy and leadership techniques, Rachel teaches new CS leaders to build and scale revenue-generating customer success departments. Her flagship course, The CS Leadership Academy, helps former CSMs nail their transition to accomplished CS Leaders. You can find her on LinkedIn, provansuccess.com, or psychologyofcustomersuccess.com

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