Jean discussed her experience leading and growing the customer success team at Greenhouse, a startup that provides recruiting software. She outlined the evolution of Greenhouse's customer success approach over three phases: (1) figuring out processes during initial growth, (2) specializing roles and scaling as customers increased, and (3) focusing on working smarter through data analysis and targeted outreach. Key developments included introducing specialized roles for support, renewals, training, and data operations to allow account managers to focus on strategic customers. Greenhouse also invested in tools to track customer data and health to improve support and reduce churn.