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Delve into the world of customer success with Kevin McCahill, VP at Envase Technologies. Kevin shares invaluable insights on humanizing the customer success process, emphasizing the importance of treating customers as individuals. Learn how emotional intelligence plays a key role in building trust, and discover the impact of data analytics in enhancing the overall customer experience. Uncover the secrets to turning customers into enthusiastic evangelists through understanding their unique needs and ensuring swift value realization.

Kevin McCahill - Head of Customer Success, Envase Technologies

  • Humanize the process Remember your customers are people, not just a number or contract. They have their own needs and concerns, so they need to be treated as such. This means cutting down on the corporate-speak and communicating clearly, using all opportunities to learn their needs and share your knowledge; this can turn a customer into an evangelist.
  • Use Emotional Intelligence EQ skills like empathy and active listening are key to building trust and rapport with your customers. Asking what they view as success with your product, and staying supportive of that, can build a strong bond. Validating your customer’s emotions and asking open-ended questions ensures you understand their needs, and they’ll feel understood because of it.
  • Follow the  data                  CS is more than gut feeling; using analytics tools can show you were your customers are spending time (and where they aren’t) and allow you to either adapt the onboarding experience or add in further guides or education to make sure they see the full value of your product. The faster they find value and feel successful, the more likely they’ll stick around for the long term.

About Kevin McCahill

Over 10 years of executive-level experience in SaaS revenue operations and Customer Success, GTM process creation, and scaling highly successful teams. I’ve developed and implemented customer engagement programs and strategies that have led to excellent product adoption, huge revenue growth, and high levels of retention.


Skilled at designing innovative and impactful approaches to onboarding and renewals and in scaling high-performing international teams who reach and exceed KPIs and goals (and lead to acquisition 2x).


I’ve also trained international and Fortune 500 executives in building world-class leadership and customer experience programs and continue to consult with startup on building their customer experience programs.

About Company

At Envase, our mission is to deliver a single, streamlined system that digitizes the lifecycle of a container across the intermodal ecosystem. We offer best-in-class solutions and build best-of-breed applications for the next generation of data-driven decisions. Envase has developed more nuanced, “NextGen” views of each node and along the supply chain. For our clients and your drivers, full container visibility and boosted carrier efficiencies intersect to streamline business functions across your business and improve your bottom line.

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