Building Success Programs: How Brittany Soinski overhauled onboarding at Loom

07/10/23 • 39 min

Brittany Soinski, Manager of Customer Success Programs at Loom, shares success enablement and onboarding best practices from her time at Wrike, Mural, and Loom.

Alex met Brittany while building Dock and was super impressed with her knowledge of building customer success and onboarding programs.

In her first year-plus at Loom, she has helped revamp their customer onboarding program, technical implementation process, customer-facing resource hub, live webinar program, Sales-to-CS handoff process, and much more.

In this episode, Brittany shares:

what it’s like to work in Customer Success Enablement vs. Customer Success
how to build a successful onboarding program; and
how to measure onboarding success.

And stick around 'til the end to hear Brittany’s number one tip for sending better Looms.

Brittany Soinski, Manager of Customer Success Programs at Loom, shares success enablement and onboarding best practices from her time at Wrike, Mural, and Loom.

Alex met Brittany while building Dock and was super impressed with her knowledge of building customer success and onboarding programs.

In this episode, Brittany shares:

what it’s like to work in Customer Success Enablement vs. Customer Success
how to build a successful onboarding program; and
how to measure onboarding success.

And stick around 'til the end to hear Brittany’s number one tip for sending better Looms.

Previous Episode

Product-Led Hypergrowth: Pete Prowitt’s sales journey at Intercom and Loom

Pete Prowitt, Head of Revenue at Stytch, shares what it was like to lead sales at Intercom and Loom during hypergrowth, and how he shifted from successful sales rep to revenue leader.

The lines between sales-led and product-led growth are blurring. What used to be two distinct sales motions are now complementary to each other.

In this episode we talk to Pete Prowitt—who’s worked for some of the most successful companies in both sales-led and product-led growth.

We talk about:

the differences and similarities between sales-led and product-led growth
what it was like to be at Intercom and Loom during hypergrowth; and
how he made the shift from successful sales rep to revenue leader

Enjoy the show!

Next Episode

Tales from a first GTM hire: Tushar Makhija's journey at Helpshift, Airbase, and TeamOhana

Tushar Makhija, Founder and CEO of TeamOhana, chats with Alex about how he went from zero sales experience to VP of revenue at HelpShift in only a few years, what it means to be a sales leader, and why Indian immigrants are so successful in tech leadership positions.

Some revenue leaders thrive in the chaos of early startup life. They love getting their hands dirty, leading early sales deals, finding product-market-fit and establishing a go-to-market foundation.

Tushar Makhija is one of those people.

In this episode, Tushar and Alex chat about:

How Tushar went from first-time sales rep to VP of revenue in only a few years at Helpshift
What it was like to go from startup mode to working with a professional CEO at Helpshift
Advice for first sales hires
What it means to be a sales leader
The difference between being a sales leader and a founder
Why Indian immigrants are so successful in tech leadership positions.