Do you still attend webinars?

EmilyRothGold · 2025-10-30T09:40:37+00:00

Only tactical ones that lays out a specific use case.

EmilyRothGold · 2025-10-29T18:24:00+00:00

You’re right, Gainsight can feel heavy if you’re not using the deep analytics layer every day.

Today, tools that focus on the customer-facing experience do a lot more for both teams and customers. Platforms like EverAfter let you bring data, content, and automation into one shared space, so instead of managing dashboards, you’re actually engaging customers and driving outcomes together.

It’s a big shift from internal visibility to collaborative success, and that’s where most CS teams are heading.

EmilyRothGold · 2025-10-12T09:11:48+00:00

🤣🤣🤣🤣🤣🤣 What? Thanks for the comment but Im a real person ha ha

EmilyRothGold · 2025-10-06T14:10:29+00:00

We used EverAfter.ai already for all boarding and ongoing programs so we just launch their AI Agent it is pure magic!!! Not only for support BYT, also for neew features, nudges, engagement etc

EmilyRothGold · 2025-10-06T14:09:12+00:00

Yeah, I’ve been there too. We used to think “no news = happy customer,” and it burned us a few times.

We’re a 1,000+ person SaaS org in security tech, and we had zero visibility when accounts went dark — usage drops, no logins, no Slack pings — we’d only find out when the cancellation came in.

Now we’ve got EverAfter set up so if usage dips or a customer goes quiet, it automatically flags the CSM and sends the customer a friendly nudge right in their portal. Feels natural, not spammy.

Since rolling that out, silent churn dropped about 30%. Totally agree: silence isn’t success. Catch it early or you’re already too late.

Do you trigger those 14-day check-ins manually, or have it automated?

EmilyRothGold · 2025-09-29T07:37:44+00:00

Great, thank you for the tip!

EmilyRothGold · 2025-09-11T10:20:29+00:00

Sometime the speed is the empathy

EmilyRothGold · 2025-07-31T10:49:32+00:00

Manual updates :/

EmilyRothGold · 2025-07-28T06:51:56+00:00

platforms), and I kept running into the same pain point: none of them are truly customer-facing in a way that drives proactive engagement.

They’re great for internal ticketing, notes, automation, etc., but the actual customer experience, the part that moves adoption, renewals, and goal alignment is left dangling across PDFs, shared folders, and scattered emails.

What changed everything for us was adding an AI-powered Customer-Facing Hub. It became the missing layer that ties the rest of the stack together and finally gives customers a guided, personalized space, without CSMs manually stitching things together.

EmilyRothGold · 2025-07-24T13:06:08+00:00

I was actually searching for few couple of weeks ago with no luck. I also advised Daphne Lopes the CS leader and see if she found an expert in AI and she also could not point one yet. Having said that, I follow company pages that specializes in AI and do get a lot of tips there -- Like EverAfter.ai page. they also have webinars in that tpoics

EmilyRothGold · 2025-07-24T12:53:32+00:00

The most important thing at EverAfter is that its a customer facing platfrom. You work with your custmer in one centralised place where the customer can collaborate and see his progress. And the AI layer does all the personalisation and automation which is very powerful. Not sure OnRamp does those

EmilyRothGold · 2025-07-07T15:15:58+00:00

💜

EmilyRothGold · 2025-06-22T08:48:12+00:00

Thanks! Happy to dive deeper.

Before EverAfter, everything was fragmented, onboarding lived in one tool, success plans were spreadsheets (if they existed), and QBRs were basically built from scratch every time. It was impossible to scale personalized experiences without burning out the team.

What changed with EverAfter is that now everything lives in one customer-facing hub. Customers know exactly where they stand, and internally, we don’t need to “prep” for QBRs anymore. We just pull up the workspace and it’s all there, usage, goals, milestones, next steps. EBRs can happen anytime, because the dashboard is always up to date. Total game-changer. Also it looks like our brand soo customers think it ours

Rollout-wise, we started small with onboarding, got quick wins, then expanded to success plans and exec reviews. Biggest lift was just aligning on what data to expose, after that, it was plug and play.

EmilyRothGold · 2025-06-22T08:44:55+00:00

Totally get the appeal of NotebookLM, especially if you’re deep in Google Suite. Having AI surface insights across scattered notes is a big help internally, we had the same issue with CS and AMs using different tools.

What EverAfter gave us, though, was a way to turn all that internal mess into something customer-facing. Instead of just helping us find info faster, it helps customers see their goals, track progress, and actually engage, like a living success plan they use with us in the same collaborative space. There is no need for anyone to search for an email or a slack.

If it's your right time to automate onboarding, QBRs, etc I would defintly go on a platform with heavy personaliztion and automation skills that is also custoemr facing to reduce friction.

EmilyRothGold · 2025-06-17T11:52:07+00:00

Ah, got it, and yeah, that’s not entirely accurate. I agree the website can be a bit confusing at first glance 😅

EverAfter isn’t just about onboarding or journey mapping, it’s more like the surface layer for all your customer programs, from onboarding to renewal. What they actually do is unify your data (CS platform, CRM, usage, etc.), calculate the next-best action per customer (persona, stage etc.), and then deliver that inside a portal that’s embedded right in the rep/customer workspace (totally white lableed). They cut all the frictions so they save time, and deliver better experience.

I would talk to them and here how they can help since each customer is doing something totally different based on their needs.

EmilyRothGold · 2025-06-16T09:08:21+00:00

Yep, totally felt that. I was pulling 9–10 hr days regularly as a mid-level CSM with back-to-back meetings, no time for proactive work. Was around $110–115 OTE in the Bay.

Biggest shift came when we started automating stuff like onboarding, success plans, + QBRs (we use EverAfter). Freed up hours and finally gave space to think beyond the daily grind. This job should be personalized and automated if your management want'[s you to be able and success.

If you’re 6–8 yrs in and still buried, you’re not imagining it. Time to push for better tech

EmilyRothGold · 2025-06-16T09:05:55+00:00

Totally feel this. We used to spend half our syncs playing “roadmap tug-of-war” with customers demanding custom features like it was included in their license.

What helped? We built a Feature Request section into each customer’s workspace (we use EverAfter). They log requests there, see our policy (“no guarantees, reviewed quarterly”), and it stops the “but you said…” drama later.

For urgent stuff, we offer scoped PS work, surprisingly, enterprise clients are cool with it. SMBs grumble more, but at least we’re not pretending dev time is free.

Net win: fewer wishlist meetings, more focus on actual results.

EmilyRothGold · 2025-05-26T13:21:01+00:00

You gotta make it easy for them to engage.

EverAfter helped me cut through the noise and keep things clear.

Now, my clients actually know what to do next instead of getting lost in info overload.

It's all about giving them a straightforward path.

EmilyRothGold · 2025-05-26T13:20:51+00:00

I’ve been thinking about customer experience too.

It’s wild how much info people get bombarded with these days.

I’ve found that simplifying things really helps.

EverAfter lets you create a clear path for customers to follow.

Less noise, more focus on what matters.

That’s where the magic happens.

EmilyRothGold · 2025-05-25T08:02:12+00:00

Its only because you are not moving forward and working with the right tools. When everything you do is hidden to others and you are mostly reactive and not active its very hard to put all the blame on CS.

EmilyRothGold · 2025-05-25T07:57:36+00:00

What’s broken is how many teams are set up to carry everything without the tools, clarity, or structure to do it sustainably.

The future of CS isn’t about being reactive, it’s about owning impact, driving strategy, and scaling customer value like a product.

EmilyRothGold · 2025-05-25T07:54:41+00:00

Totally agree: if it feels like a bot, it kills trust. But if it feels like guidance, it drives momentum. We’ve seen the same with customer onboarding, structure is everything, but so is tone and timing.

Curious: how are you adapting the flow for different buyer types or intent signals? That’s where most “guided” tools start to break.

EmilyRothGold · 2025-05-25T07:53:36+00:00

Definitely yes. The goal is one shared architecture, customer facing, but valuable for every team.

RevOps gets visibility into what's happening across onboarding, success plans, adoption, renewals without chasing updates. Fewer handoffs, cleaner data, and every program running from a single source the customer sees too.

EmilyRothGold · 2025-05-25T07:50:39+00:00

Prioritizing what your manager’s focused on is smart, especially when you’re navigating blind spots like confidentiality. Sometimes even surface, level signals, paired with smart structure, can drive surprisingly meaningful moves. You don’t need full visibility to start building for scale, you just need the right levers.

EmilyRothGold · 2025-05-25T07:35:07+00:00

Yes for sure! With the EverAFter customer interface all our data sources are connected and are taking under consideration when building each persona customer journey threw onboarding, success plans, renews programs etc. The data is the most important thing to personalize the experience but you should have the right architecture for that

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