All Episodes
Gain Grow Retain — 295 episodes · page 1 of 3
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