Building Customer Trust: Rachael McBrearty on Scaling SaaS with AI and Human Touch

SaaS Stories

Rachael McBrearty, Chief Customer Officer at Evisort brings a wealth of experience from her days at Cisco and LeanData to her current role at Evisort, a leader in AI-driven document intelligence. In this episode, we dive deep into the evolving world of SaaS, customer success, and AI's role in transforming business processes. Rachael’s unique perspective as both a designer and a customer success executive gives her a rich insight into how companies can scale, build trust, and create long-lasting relationships with their customers.

Key Takeaways:

• Early SaaS Lessons from Cisco: Rachael shares her experience moving Cisco from on-premise solutions to SaaS and the importance of helping customers achieve long-term value—a principle that still guides her work today.
• Customer Trust is Key: Building trust with enterprise customers is not just about the product—it's about becoming a reliable partner that helps clients navigate complex processes, especially when multiple decision-makers are involved.
• AI's Role in Customer Success: Rachael explores how AI can streamline processes, save time, and provide actionable insights, freeing up teams to focus on customer relationships. Tools like Gong and Zoom are already transforming customer engagement.
• Change Management and Adoption: Drawing from "Crossing the Chasm," Rachael delves into why companies often struggle to adopt new technologies and how focusing on "master builders" in the early stages can lead to successful adoption for larger markets.
• Customer Success as a Revenue Driver: Rachael emphasizes that customer success is not just about retention—it’s about growth. It’s crucial for SaaS companies to design customer journeys that lead to both upselling and cross-selling opportunities.