All Episodes
Gain Grow Retain — 295 episodes
Scaling CS with Brittany Soinski of Loom
Building Community/Business Alignment
Scaling CS with Dan Ennis from Monday.com
Scaling Customer Success with Nisha Baxi from Gong
10-Minute Trumpet: 3 Keys for Scaled Success
10-Minute Trumpet: 3 Layers of Education: Product, Business, Market
10-Minute Trumpet: Having a Named CSM
10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles
Integrating Your CS Goals with Community
Scaling CS: Tessa Thorburn with Loom
Scaling CS: Mike Sasaki with Emburse
Rolling Out Changes
Implementation is Not Onboarding
Setting Priorities for Your Team
Scaled CS: Daphne Lopes, Hubspot
How CS Leaders Can Adopt AI
10-Minute Trumpet - Specialized Roles
The Vault -Building Relationships During Uncertain Times
Scaling CS with Community
10-minute trumpet - Relationships at Scale
10-Minute Trumpet - Over-indexed on having named CSMs
Scaled CS is all about efficiency
10-minute Trumpet - Take Pressure Off Your CSM Team
The Vault - 7 Pillars of CS
Want to Become a World Class CSM?
The Vault - Where does Community fit into your Customer Success Strategy?
Jay Nathan’s Take on CS
Using Events to Strengthen Your Customer Experience
The Vault - How CS Operations can Help Scale
Renewals
Focus on Your Customer
Making Your CSMs Become Great Change Management Experts
Meeting Prep is a Lost Art
Building Predictability Into Your CS Organization
Our CSMs Are Really Change Management Experts
CSMs should be great change management experts
10 Customer Churn Benchmarks for SaaS Leaders
Churn Benchmarks
Strategic, Tactical, and Operational
Scaled CSMs Should Be Creating Content
Scaled CS is Looking Alot Like Marketing
QBRs Need an Overhaul
Effortless Experience
Delight vs Effort
Trends in the Job Market Around B2B Tech
We Need Our CSMs to Become More ”Strategic”
Building Account Maps for Predictable Outcomes
CSMs Should Not Learn to Talk to CFOs
Scaled CS with Enterprise
ChatGPT for Scaled CS
Dirty Data
The Impact of Understanding Customer Behaviors
How to Strengthen Engagement Through Personalization
The Impact of a CCO on CS
The Vault - Customer Onboarding and Implementation Processes
The Vault - Customer Success Metrics
Going Deeper
Community-Driven Success
Impacting CS with Data
Parenting Lessons for Customer Success
The Vault - Building Advocacy
Launching Office Hours
Spotlight on Pendo’s Scaled CS Program
CS Should Consider Leveraging Partners
The Vault - Beyond the Traditional Thinking of Community
Building Enterprise Customer Success
The Vault - Tending to Your Community
Intersection of Customer Marketing and Customer Success
You Should Be Building Your Customer Community
The Vault - All Aboard the Community Hype Train
Me, a Leader? My journey towards making a mark
Talking Books by Jay and Kristi
What to do in Your First Days As a Customer Success Leader
Building Culture for Your Customer Success Team
Building Great Marketing Starts with Great Customer Success
The Role of Marketing in Customer Success
What to do in a Market Downturn
How Monday.com Scales CS
Let’s Get Rid of the QBR
The Importance of Defining the CSM Role in Your Org
Jay and Kristi Article Discussion -The Hardest Part of SaaS Companies at Each Stage”
Importance of Developing the Front-Line of Customer Success
Worlds colliding: PLG + Customer Success
Leading the charge on digital-first customer success
Around the Horn with Kristi, Jay, and Jeff
CS Blueprint: Key Metrics for Customer Success
Enabling a Customer-First Experience with Jeetu Mahtani
Coast to Coast with Ben Shapiro
Metrics, Metrics, Metrics
Long Term Thinking in Customer Success
Migrating Customers to a New Environment
20 Minutes on the Clock - What Does Customer Success Do?
Why you Should be Running an Advocacy Program and How to Get Started
CS Blueprint: The Future of Technology and CS
B2B Marketing Content for SaaS Folks w/ Yaagneshwaran Ganesh
CS Blueprint: Creating Office Hours for your Customers
Community in B2B
CSM Mentorship and Hiring Tips / CSM Office Hours
Year 2022 Planning w/ CSM Office Hours
The Hiring Process w/ CS Leadership Office Hours
From Education to SaaS Companies w/ Jeffrey See
CS Blueprint: The Secrets To Scaling A Start-Up
CS Blueprint: Leadership Lessons and Utilizing GitLab
Churned Customers and Off-Boarding Plans w/ Anita Toth
CS Blueprint: Webinars, Investing, and CX Predictions
CS Blueprint: Amazon Outage, Compensation Survey & More
CS Blueprint: Inspiring Leaders and Ideas
Customer Success and General Counsel w/ Lisa Gilley
CS BluePrint: CS Articles and Brainstorming
CS Operations w/ Christine Lavery
Customer Onboarding and Implementation Processes w/ Jordan Silverman
Customer Education w/ CSM Office Hours
The Center of Customer Experience w/ Rhonda Keller
Customer Onboarding for Scale w/ Jeff Heckler
Managing Global Teams w/ CS Leadership Office Hours
Finding a Balance While Working Remote w/ CSM Office Hours
Putting Your Buyers First w/ Amy Volas
Difficult Customer Conversations w/ CSM Office Hours
Building Relationships with Customers w/ CSM Office Hours
Implementation and Onboarding w/ CSM Office Hours
Going Above and Beyond w/ CSM Office Hours
Customer Success Metrics w/ Ryanne Doumet
Important Criteria for CSM Training w/ CSM Office Hours
Customer Research The Right Way w/ Chris Walker
Delivering Better Service w/ CS Leadership Office Hours
The 10 Customer Commandments w/ Megan Bowen
Utilizing Health Scores w/ Sean Fleming
Creating More Brand Advocates w/ Gurdev Anand
Enterprise Customer Success Without A Contract w/ Jacob Laufer
Customer Success at Scale w/ Peter Armaly
The Impact of Your Words w/ Linda Matthews
SaaS as a Predominant Model for Business w/ Richard Owen
Digital Customer Success w/ Dan Steinman
Ways to Engage Non-Responders w/ CS Leadership Office Hours
Driving Customer Engagement w/ CSM Office Hours
Eat, Breathe, Sleep Customer Success w/ Maranda Dziekonski
Customer Engagements w/ CS Leadership Office Hours
Leveraging In-Product Feedback to Drive Engagement w/ CSM Office Hours
Engagements Models and Segmentation w/ CS Leadership Office Hours
Customer Engagement Touch Points w/ CSM Office Hours
How to Think About Being A Leader w/ Steve Hopkins
Using Health Scores to Drive Better Outcomes w/ CSM Office Hours
Customer Success and Community w/ Kiely Monteiro
Ask Me Anything w/ Kristi Faltorusso
Success Plans with a Customer w/ CSM Office Hours
Creating Valuable QBRs w/ Emily Garza
Onboarding Processes w/ CSM Office Hours
Customer Analytics and Reporting w/ CS Leadership Office Hours
Customer Advocacy w/ CS Leadership Office Hours
Acting Strategically w/ CS Leadership Office Hours
Leveraging Internal Resources w/ CSM Office Hours
The ”Outcomes Economy” w/ CS Leadership Office Hours
Building Internal Relationships w/ CSM Office Hours
CS Blueprint w/ Kristi Faltorusso: When Customers go Through a Merger or Acquisition
Managing Difficult Customers w/ CSM Office Hours
Escalation Models w/ Phil Davitt
Building Segmentation w/ CS Leadership Office Hours
Customer Education in the Software Space w/ Dave Darrington and Adam Avramescu
Customer Success is Being Proactive w/ CSM Office Hours
Capacity Planning for Front Line CSMs w/ Erika Villarreal
Transforming a Business w/ Gemma Cipriani-Espineira
CS Blueprint w/ Kristi Faltorusso: 10 Common Churn Reasons
Challenges of Integrating New Tools w/ CSM Office Hours
Org chart, organization, and political influencers w/ CS Leadership Office Hours
Engage in Strategic Conversation w/ CSM Office Hours
Diving Into Customer Marketing w/ Gal Biran
Red Account Management w/ CS Leadership Office Hours
The Center of Excellence w/ Scott K. Wilder
Actionable Takeaways w/ CSM Office Hours
The Seven Pillars of Customer Success with Wayne McCulloch
What We’re Focusing on in Q1 w/ CS Leadership Office Hours
In Product Experience
Categorizing and Keeping Track of Current Customers w/ CSM Office Hours
Building Advocacy w/ Kevin Lau
Industry Expertise or CSM Skills? w/ CSM Office Hours
All Aboard the Community Hype Train w/ Holly Firestone
Metrics to Customer Success w/ CS Leadership Office Hours
Beyond the Tradititional Thinking of Community w/ Mac Reddin
CS Blueprint w/ Kristi Faltorusso: Rolling Out an Engagement Model
Discussing Customer Scenarios w/ CSM Office Hours
Tending to Your Community with Brian Oblinger
Completing a CS Certification and was it worth it? w/ CSM Office Hours
CS Blueprint w/ Kristi Faltorusso: When to transition an account
How profitability is impacting customer success w/ CS Leadership Office Hours
Community is no longer an after-thought for your customers w/ Dani Weinstein
Building relationships to prevent churn w/ CSM Office Hours
Prioritizing moments of truth with your customer w/ CS Leadership Office Hours
What subject line do you use to increase NPS Participation Rate w/ CSM Office Hours
Diversity Equity Inclusion: Unconscious bias w/ James Parker
Finding the motivators of your champion w/ Kristine Vallila
Leverage Customer Segmentation for Account Growth and Retention w/ Bertil Weil
Keeping stakeholders engaged w/ CSM Office Hours
What do you report to your board of directors w/ CS Leadership Office Hours
The relationship between customer success and product marketing w/ Daniel Murphy
Identify Time to First Value w/ CS Leadership Office Hours APAC
Ways to keep stakeholders engaged w/ CSM Office Hours
Building a family through community w/ Jared Robin
Building a relationship with your finance leader w/ CS Leadership Office Hours
How to measure tangible customer outcomes w/ CSM Leadership Office Hours
Building a culture of customer success w/ Sydney Strader
Where should CSMs be spending their time with customers w/ CS Leadership Office Hours
You can still achieve customer success while growing w/ Gaetano DiNardi
Getting customers to take ”free training” w/ CSM Office Hours
What is customer success in product-led growth w/ Blake Bartlett
Building compensation models for CSMs w/ CS Leadership Office Hours
How to get in touch with accounts that have gone silent w/ CSM Office Hours
Where does Community fit into your customer success strategy w/ Joe Huber
Customer Communications w/ Kristi Faltorusso
Technical account managers w/ CS Leadership Office Hours
Moments to delight and deliver for your customer w/ Kristi Faltorusso
CS Leadership Workshop w/ Nils Vinje of 30 Day Leadership
Building relationships with key stakeholders w/ CSM Office Hours
Conducting churn analysis w/ Anita Toth
The Advocacy Well w/ Ari Hoffman
Customers care about 3 things w/ Amy Volas
How to keep building trust with clients w/ CSM Office Hours
Where to start with customer success technology
What are key playbooks you should have in CS w/ Kristi Faltorusso
Building success plans on the front lines w/ CSM Office Hours
Leading through setbacks and failures w/ CS Leadership Office Hours
Prioritizing customers when you have a book of business in SMB and Enterprise w/ CSM Office Hours
Going back to the early days of subscription businesses w/ Robbie Kellerman Baxter
Do you have renewal managers w/ Kristi Faltorusso
Racial Diversity in Customer Successs w/ Matt Myszkowski
Women in customer success webinar w/ Matt Myszkowski & Friends
30-Day Leadership Playbook w/ Nils Vinje
Gender Equality in customer success w/ Matt Myszkowski & Friends
Your 90-Day Customer Success Priorities w/ Sara Masson
Customer success is critical to building a valuable SaaS business w/ Rav Dhaliwal
Building and scaling customer success w/ Nicholas Tyson
Building out your tech touch model w/ Alex Tran
Recruiting and hiring in B2B SaaS customer success w/ Laura Wilson
Driving towards predictable renewals w/ Kristi Faltorusso
Building a culture of employee success and customer success w/ Casey Graham
How CSMs can maintain relationships during implementation and onboarding | CSM Office Hours
Putting the customer at the center of your business w/ Andy Burden & Steve Budd
Level up your relationships by asking open-ended questions w/ Bob London
How to keep customers engaged during enablement and education w/ Alex Turkovic and Samma Hafeez
How to create smooth account transitions w/ Kristi Faltorusso
Higher Logic acquires Customer Imperative at the intersection of community and customer success
A Chief Customer Officer can own Sales? w/ Adam Feigenbaum
Customer success is the closest to the customer w/ Kristi Faltorusso
Make your customer relationships more personal w/ Ethan Beute
Building customer engagement through podcasts, content and community w/ Logan Lyles
Creating customer success w/ Daniel Cattini and Alex Truman
How should a company set up the organization to ensure customer success w/ Kristi Faltorusso
The sales to customer success transition within B2B SaaS w/ Dave Duke, MetaCX
Creating ’Channel’ and ’Partner’ success programs w/ Megan Macaluso
Be the quarterback in B2B SaaS w/ Jake Dunlap
Q&A w/ Kristi Faltorusso: GGR Launch, VOC Program, Customer Advisory Board, Account Ownership
Building customer success for Enterprise B2B SaaS w/ Matt Myszkowski
Customer success managers can get more strategic w/ Bob London
Launching a community for Customer Success Leaders
Q&A w/ Kristi Faltorusso: Relationship mapping, relationship dependency, & customer support and customer success
Q&A w/ Kristi Faltorusso: Joining a new organization, evaluating talent, the customer journey
’Sales’ and ’Customer Success’ in SMB B2B SaaS | Justin Welsh, The Official Justin
Q&A w/ Kristi Faltorusso: Joint Success Plans, Customer Marketing and What makes a healthy customer
Marketing strategy and metrics need to adapt within B2B SaaS | Chris Walker, Refine Labs
Building the relationship between customer success and finance | Jane Graham, Kronos
Leading indicators for churn | CS Leadership Office Hours
Onboarding: the critical milestone in B2B SaaS | Donna Weber, Springboard Solutions
Customer success delivering outcomes | Dave Duke, MetaCX
How customer success teams can leverage ’Success Plans’ | Dave Duke, MetaCX
Sales transition and tools for collaboration between customer success and product | CS Leadership Office Hours
Building community within your B2B SaaS industry
Connecting Customer Success and Finance in B2B SaaS | Carl Yost, Black Diamond Advisory
Internal Communication and Board Reporting during COVID
Building relationships during uncertain times | ClientSuccess Webinar
Changing metrics and strategies | CS Leadership Office Hours
How the job market will impact companies and individuals
Customer engagement during the COVID pandemic | CS Leadership Office Hours
Contract flexibility options to discuss with your team | CS Leadership Office Hours
Setting up a health score that means something | Chris Hicken, ’nuffsaid
Contract levers to use during SaaS negotiations
The impact in the SaaS business community
Customer Feedback Programs | Steve Bernstein, Waypoint Group
Scaling customer success with technology (Katie Yagodnik, Monster)
Integrating customer success (Stacie Ward, Red Canary)
Marrying together product and customer success (Abby Hammer, ChurnZero)
Giving voice to the customer to drive strategy (Lauren Culbertson, LoopVOC)
Bringing improv into the business world (Gail and Bruce Montgomery, ExperienceYES)
How customer success operations can help scale (Jennifer Kirkland, Conversica)
Scaling customer success (Nalu Medeiros, foreUP Golf)
How can marketing help partner with customer success (Cindy Zhou, LogRhythm)
What is Customer Success Webinar w/ Jeff Breunsbach
Marketing to our current customers (John Wood, 3 Point LLC)
Building customer success Operations with Jason Conrad
Starting customer success from the ground-up (Carrie Gregg, Ministry Brands)
Focusing on outcomes that customer success can help drive (Drew Kelley & Dave Duke, MetaCX)
The basics of managing customer success managers (Danielle Weinblatt, Entelo)
Cross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 1))
Cross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 2))
Customer centric processes for customer success (Dave Blake, CEO of Client Success)
Prioritizing customer success operations (Carlos Quezada, Aruba Networks)
Customer success at the core (Lincoln Murphy, sixteenventures.com)