Shani Taylor is a Mid-Market Customer Success Manager at Airtable. Shani joined Airtable as the first customer success hire and the fourth go-to-market hire four years ago. Prior to joining Airtable she worked at Matthews Media Group and Cross Culture Ventures.
In this episode we talk about how Shani went about building her first Customer Service Team, her advice on adaptability, and the advantage of unscalable behaviors early on. She also talks about how her background in psychology has helped navigate customer needs, the close relationship customer service has with product and engineering, and her genuine love of Airtable.
I hope you enjoy the show.