In this podcast, Jeff does a deep dive into the world of CS Ops with David Epperly of Red Canary. David put together a great post about the basics of CS Ops (click here to read). Topics discussed were:

• Key metrics to track for CS Ops to prevent churn

• Do you need CS-specific tools like Gainsight or Churn Zero to use data for understanding churn risk?

• Using qualitative factors to understand churn risk

• What level do you start relying on data science and more complex tools?

• David describes his current CS Ops Tech stack

• How does somebody break into CS ops?