Creating Culture Around Effective Customer Success w/ Ralphie English of Deepgram & Radical CS | Episode 007

It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.In our conversation, Ralphie and I discuss a wide array of topics including:The CS Excellence AwardsBuilding CS and Digital CS functions from the ground upCreating great cultureRalphie's unique tech stack Equity & inclusion in tech & CSEmpowering teams to take ownership...among other things.Enjoy! I know I sure did...Ralphie's LinkedIn: https://www.linkedin.com/in/ralphetteenglish/Radical CS: https://www.radicalcs.com/Resources Mentioned in this Episode:BooksOrbiting the Giant Hairball: A Corporate Fool's Guide to Surviving with Grace by Gordon MacKenzie: https://amzn.to/3DqqRhVCustomer-Led Growth: A CEO's guide to building a B2B SaaS company by David Jackson: https://amzn.to/3q7TZHzThe Messy Middle: Finding Your Way Through the Hardest and Most Crucial Part of Any Bold Venture by Scott Belsky: https://amzn.to/3OzZ1X3Community:Success in Black: https://www.successinblack.co/PodcastThe CSM Practice Podcast with Irit Eizips: https://www.csmpractice.com/podcastDigital CS Kudos! (i.e. who's doing great things in Digital Customer Success)Nick Sanders: https://www.linkedin.com/in/nick-sanders1/ Director, Digital CX Strategy at Dental IntelligenceWinner of the Most Innovative Strategy Award at Customer Success Excellence Awards If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic🎬 This content was edited by Lifetime Value Media.Learn more at: https://www.lifetimevaluemedia.com