“Our CSM team has begun taking on a larger role in the pre-sale cycle... We're leading with customer success as a key differentiator from our competitors. We want to lead with partnership and the promise to deliver positive and successful outcomes.”

Aligning sales and customer success is more than just a strategy; it's about creating a culture where every interaction matters, and every department contributes to the customer's journey. 

By focusing on the customer's desired outcomes, we naturally foster adoption, retention, expansion, and advocacy. This holistic approach ensures that we not only meet your customer's needs but also exceed their expectations, driving growth and success for both your customers and the organization.

In the second installment of our podcast two-parter inspecting the relationship between customer success and sales, it was our pleasure to chat with Taylor Hodges, Global Head of Customer Success at JLL Technologies, who shared invaluable insights from her journey in customer success.

Key discussion points

In this episode, expect to learn:

  • JLL's secret to scarily effective sales and CS alignment
  • How to put a pin in the sales-to-CS handoff process (once and for all)
  • The surprising ways you can get your whole org on board with owning CS
  • What you can do right now to bridge the gaps between your sales and success teams (we know they're there).
  • How to identify (and address) weaknesses in the relationship between sales and CS

Wanna hear more about how JLL defines and distinguishes their roles and RACI? Hit play to find out.


A little about our guest

Taylor’s a driven customer success leader with a passion for achieving impactful customer outcomes and fostering relationships both internally and externally. In her role with JLLT over the past six years, Taylor has focused on partnering strategically with her customers to grow and evolve organizations across verticals by leveraging the JLL portfolio of best-in-class products and services.

She loves a challenge and works tirelessly to advocate for the needs of her customers. With a background includes customer success, marketing, project management, and ERP consulting.

A little bit about Totango

Totango - the customer success software your business can't outgrow. Totango provides unlimited scalability and unmatched time-to-value to help cross-functional teams drive productivity, retention, and expansion. 

Used by some of the biggest customer success teams in the world like S.A.P., Github, Schneider Electric, and Aircall, Totango provides a 360-degree view of customer health, to collaboratively manage customer portfolios, and engage proactively and intelligently with customers.

Be on the pod!

Did you enjoy this episode? If so, please subscribe to the CS School podcast and leave a rating and/or a review – we appreciate your support! 

Alternatively, you can speak to us on our socials, or get involved with the discussion on the Customer Success Collective Slack channel.

Have you got something to say? Perhaps you wanna be on the podcast, or know someone who’d be a great guest? Get in touch, contact hello@customersuccesscollective.com. 📩