Trust, Trailheads, and the Truth About Implementations: Jura Slattery on Customer Success Done Right

What makes or breaks a customer relationship? It’s not the product. It’s the path.

In this episode, we sit down with Jura Slattery, Head of Customer Success at isolved, live from isolved Connect in Chicago. With decades of implementation experience and a strong philosophy on trust, Jura unpacks why great support starts before go-live—and why most vendors get it wrong.

From emotional intelligence to user adoption to “champagne and failure cake,” this episode breaks down the human and operational side of onboarding, implementation, and optimization. If you think support ends at launch, listen closer.

Timestamps:

00:00 — Meet Jura Slattery at isolved Connect

07:25 — Building trust in the first 100 days

08:18 — Leading with authenticity and one-take intros

09:11 — What great customer experience really takes

10:36 — Balancing scale with care in customer support

11:49 — Automation, AI, and implementation gaps

13:04 — Implementation never really ends

14:23 — Why onboarding needs calibration over completion

15:23 — Optimize before you implement

18:17 — Escalation ≠ failure, it’s part of the process

20:08 — Emotional intelligence in vendor partnerships

23:44 — Why experience matters more than perfection

26:39 — Feature bloat, anxiety, and the myth of progress

This conversation was recorded live at isolved Connect in Chicago.

The Heroes of HR podcast is a limited series sponsored by isolved. isolved is an HCM platform that modernizes HR, benefits, and payroll across Healthcare, Hospitality, Manufacturing, and more.

You can learn more about isolved here: https://www.isolvedhcm.com/

Connect with the guest:

• Jura Slattery LinkedIn: https://www.linkedin.com/in/juraslattery/

• Website: https://www.isolvedhcm.com/

Connect with Us:

• William Tincup LinkedIn: https://www.linkedin.com/in/tincup/

• Ryan Leary LinkedIn: https://www.linkedin.com/in/ryanleary/

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