Episode 2: Customer Obsessed: A Strategic Commitment, Not Just a Support Function
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Episode 2: Customer Obsessed: A Strategic Commitment, Not Just a Support Function
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Exploring the Rise of “Customer Obsessed” with Emilee Schulzke Voegele
Episode Description
In this episode of Beyond the Launch, I sit down with Client Success Strategist and Manager Emilee Schulzke Voegele to explore an emerging term gaining traction in SaaS organizations: Customer Obsessed.
As Customer Success continues to mature as a discipline, some leaders are reframing the conversation and shifting from reactive service models to enterprise-wide alignment around customer outcomes.
But what does “Customer Obsessed” actually mean?
Is it simply a rebranding of Customer Success?
Or does it represent a deeper structural and strategic evolution?
Together, we discuss:
- How Emilee defines “Customer Obsessed”
- Whether this is mindset, structure, or strategy
- The implications for Customer Success leaders
- And how this shift impacts adoption, especially in complex, mission-critical environments like 9-1-1
Because if Customer Success is about outcomes, then customer obsession may be about ownership at every level of the organization.