Executing Change in your CS Program 

Executing Change in Your CS Program
Co-led by Cinthia Silva and Jan Young
January 9, 2024
Welcome to SuccessHour by CxXchange. In this episode, Cinthia explains in depth the nature of change management in CS. She explains the emotional nature of change and how this affects the process, and the change management process from planning to execution, including some helpful visuals that pull everything together.
Episode Highlights:
-Discussion: The emotional nature of change
-Planning and communicating for change journeys, including types of change journeys and getting alignment within and across team
-Planning vs Execution: A detailed explanation of what is actually involved in making the change happen
You must watch this episode if you are looking to learn more about:
-Emotions, how they correlate with the change process, and how to plan for the emotional element
-Getting alignment with other teams, within your team, and with your customers
-The boxes you need to check off when executing the change.
About Our Guests:
Cinthia Silva: A Customer Success leader working at the Fintech division of Nasdaq. She spent the bulk of her career in client-facing roles and have developed collaborative relationships that helped her clients grow their businesses. She is a strong believer in thought leadership initiatives and community-led growth which has led to opportunities to share her insights on podcasts and interviews as well as being recognized as one of the Top 25 Customer Success Influencers of 2023.
Jan Young is the Founder of CxXchange, and the Founder and CCO of JanYoungCX. Jan is an award-winning Customer Success leader who has transformed CS leaders into award-winning executive team leaders. She has served as VP of Client Services for two successfully exited startups. Since 2016, Jan Young has been coaching and advising founders, startups, and Customer Success leaders on increasing revenue, go-to-market alignment, and customer-led-growth.
Jan excels in addressing the prevalent challenge of Go-To-Market alignment faced by companies and leaders in today's dynamic business landscape. Jan specializes in breaking down organizational silos, guiding leaders to identify their North Star, and constructing a strategic roadmap for success that is tied to the success of the customer.
Follow Jan Young on LinkedIn: / jan-young-cx , and learn more about her on her website: janyoungcx.com.
About CxXchange (formerly #CSOfficeHours)
CxXchange is a place to Xelerate your career and Xchange ideas. We're a community of post-sales leaders, individual contributors, and professionals transitioning into Customer Success.
Post-sales includes Customer Success, Customer Support & Services, Onboarding & Implementation, Professional Services, Customer Marketing, Customer Education, and Revenue and CS Operations.
CxXchange started in March 2022 as #CSOfficeHours, a weekly virtual meetup for CS leaders, CSMs, and folks transitioning into CS. It has since grown to include a slack community, a book club, job search cohorts and mock interviews, and CS Leader and CSM Collaboration Groups.
Everyone is welcome. Come join us!
About SuccessHour
SuccessHour is one of the programs of the CxXchange community and the genesis of how it all began. It serves as a weekly gathering of CS leaders, CSMs and professionals transitioning to CS who are committed to lifelong learning. In the session and in the community, they exchange ideas and accelerate their careers. Success Hour has become a community to join for networking, connecting with CS thought leaders, exchange ideas, and learn.
Learn more and join us at CxXchange!
Our website has everything you need: www.thecxxchange.com/
Follow us on LinkedIn: / cxxchange
Join our LinkedIn group to share your thought leadership: / 14089431
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