Shayan Goodarzi for Customer Success Festival | San Francisco

September 05, 2022

Ahead of his presentation at San Francisco's Customer Success Festival, Shayan Goodarzi gives a taste of his talk examining the nuanced relationship between AI and customer success.

Video Transcript

Speaker: Shayan Goodarzi, Senior Manager of Customer Success at UiPath

Please could you introduce yourself?

Shayan Goodarzi: Hey everyone, my name is Shayan Goodarzi, I'm a Senior Manager within UiPath's customer success department. I work specifically on thee key accounts programs, which has to deal with some of our higher-touch accounts, so any of our clients that are one million plus and above, or within that realm, or trying to get them to that realm. That's essentially what I've been working with and who I who I work with on a day-to-day basis, I've been in digital transformation my entire career – whether it's on the consulting side, delivery, whether it's on the product side, even opening up my own no-code agency a few years back – so I've really enjoyed working on the tech and client side at the same time. I love the combination of both um and I'm truly excited to continue to work in this field. Outside of that, I'm a huge basketball and soccer and pretty much old sports fan, I love to golf, although I'm not that good at it. And I'm a huge Pokemon nerd, so if anyone has any packs that they'd like to open virtually, you can always send me an email or DM and I'd love to kind of do some virtual pack openings

What will you be discussing at the upcoming Customer Success Festival in San Francisco?

Shayan Goodarzi: I will be discussing how AI-enabled customer success can help your customer success teams, but not only you know your teams are at an individual level, but your customer success organization as a whole as well. I think there are foundational things that a customer success department has that they do very well and how AI can substitute the nuances within that foundation can be extremely impactful to not only the entire, you know, benefit of what a CSM or what CS does, but also how efficient we can be and what we already have. So not necessarily adding headcount or add putting more fuel to the fire but being more efficient in the tools that we select, and how we use them and how we think about solving our manual problems or even some of our our our biggest customer touchpoints along that journey. So I'm excited to talk about the topic and I'm excited to dive a little bit into maybe even some of the use cases that we have across AI and what it means to customer success.

Why do you think it is important to shine a light on customer success?

Shayan Goodarzi: For me, it's it's very simple and I feel like it's always about the data and the data shows that it costs, on average, I think around five to seven times more to capture a new logo than it is to either retain a new client, or up sell a new client, or to keep an existing client or customer. So I think the strategy behind what customer success does, and how they interact with our highest-utilized customers today is extremely important. It's not only important to the success of growing our loyal customers in our loyal base, but some of the best product feedback or some of the best feedback you'll ever get in general on your business, on your idea, on you how you approach solving solutions with your product does come from your customers. And I think the relationship we build with our customers throughout that process or throughout that engagement of what CS does is extremely, extremely vital to growing the company in a number of ways. I also think it's extremely important to shine a light on customer success because of the great work that a number of CSMs do on a day-to-day basis. Whether it's handling 10, 11, sometimes even 12 accounts, to some of the nuances in risk assessment or risk identification that allows us to understand how to become even better a year from now, two years from now and what that road- map looks like to growing that strategy

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