141. How to Turn Insights into Company Strategy ft. Cait Keohane (Airtable)

Cait Keohane is the Chief Customer Officer at Airtable. Join host Josh Schachter, SVP & GM of Atlas at Gainsight, as he chats with Cait to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the company into a multibillion-dollar powerhouse—to stepping into her new leadership role at Airtable. Together, they explore what it takes to build robust customer management systems from the ground up, the importance of listening directly to customers, and how organizations can balance high-touch service with operational efficiency.

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Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest
Cait Keohane: /   / caitkeohane  

👉 Connect with hosts
Josh Schachter: /   / jschachter  

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Keywords:
How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, customer success metrics, Customer success strategies for SaaS companies, Building a customer-centric culture in tech, Scaling customer success teams effectively, Customer feedback integration in product strategy, Airtable's approach to customer success and retention, Airtable customer insights, Customer journey mapping, Product strategy feedback

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[Un]Churned is presented by Gainsight

About Gainsight
Gainsight is the retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. Learn more at www.gainsight.com.