The Customer UnSuccess Podcast

We explore how to build customer success from scratch and make it visible to executives by speaking in outcomes, not activities. We lean on psychology to drive adoption, create champions, and pre‑pave ethical expansions while AI takes the busywork.• CS built in stages with outcome targets appropriate to company maturity• Why executives don’t “get” CS and how to lead with numbers and loss avoidance• Hyperbolic discounting and presenting near‑term impact to secure support• Onboarding that triggers dopamine via tiny steps and quick wins• Make champions the hero by tying work to promotions and visible wins• From usage to impact: show revenue protection, productivity gains, and margin• Pre‑paving expansions at 75 percent progress to honor momentum• Focus on the job that matters, not every feature in the product• Practical scripts, story banks, and aligning with ICP to ease sales and CS handoffs• Recommended reads: Kahneman, Gladwell, Cialdini, Voss; Rachel’s site resourcesIf you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the wayCheck out JoeDoesTechTouch.com and subscribe to our newsletter. That link is in the description 🎙️ Guest: Rachel ProvanFounder & CEO, Provan Success📣 Find Rachel:Website: provansuccess.comPodcast: Psychology of Customer SuccessLinkedIn: https://www.linkedin.com/in/rachelhprovan/ 🔥 Topics Covered:🟣 Building a CS department from scratch — lessons learned as a player-coach and scrappy early-stage leader🟣 Communicating with the C-suite — “Be brief, be right, bring charts, be gone”🟣 Understanding executive psychology — why focusing on “what’s in it for me?” drives better outcomes🟣 Using loss aversion to influence decision-making and drive customer adoption🟣 Onboarding with dopamine — tiny wins and positive reinforcement for habit-building🟣 Making the customer the hero — focusing on outcomes, not features🟣 Practical strategies for demonstrating business impact in measurable terms (ROI, productivity, retention)🟣 Balancing automation and AI with human connection — why non-human tasks free up CS to deliver real value🟣 Continuous learning for CS leaders — resources, books, and frameworks to level up🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We unpack why generic 30-60-90 plans fall flat and how to turn them into customer coauthored blueprints tied to KPIs. Jess shares therapist-grade discovery tactics, persona-aware messaging, and how data plus boundaries create real influence and sustainable results.• shifting from templated onboarding to coauthored success plans• using layered why questions and silence to deepen discovery• mapping who’s who in the zoo to build champions• pacing value with milestones instead of month-one heroics• tailoring talk tracks for operators vs executives• combining quantitative metrics with voice of the customer• strengthening cross-functional ties and shared ownership• setting boundaries to avoid reactive, always-on expectations• growing career confidence with mentors, habits, and a tangible toolkit• practical resources and small weekly routines that compoundIf you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.And if you want more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and subscribe to our newsletter🎙️ Guest: Jess SzivosVice President of Customer Success at Invisory📣 Find Jess:LinkedIn: https://www.linkedin.com/in/jlszivos/ 🔥 Topics Covered:🟣 How to create a personalized 30-60-90 day plan as a blueprint for customer success🟣 Why active listening and giving space in conversations builds trust and customer rapport🟣 Strategies for aligning customer goals with your own metrics and success plans🟣 “Who’s Who in the Zoo” approach to mapping key stakeholders and building champions🟣 Managing expectations, pacing, and slowing down to focus on long-term impact🟣 How to leverage qualitative and quantitative data to inform decisions and demonstrate value🟣 Best practices for cross-functional collaboration with product, marketing, and other internal teams🟣 The importance of protecting your boundaries while maintaining a growth mindset🟣 Using your voice in the organization to influence and advocate for customers🟣 Investing in yourself: continuous learning, mentorship, and building your personal toolkit🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We compare enterprise customer success with early-stage startup CS and get honest about chaos tolerance, ambiguity, politics, and fit. Maranda shares hiring exercises, interview tactics, and career moves that protect your story and mental health.• defining your threshold for chaos and ambiguity• differences between regulated enterprise and scrappy startup CS• interview questions that reveal real process and ownership• anti‑goals as a filter for roles and culture• hiring exercises that surface prioritization and advocacy• handling ambiguity without freezing or overthinking• enterprise navigation skills and matrixed influence• research tactics, backchannels, and panel design• being open to a title step back with clear growth paths• resources for learning and the value of discerning adviceIf you got some value from this conversation, hit subscribe, leave a rating or review, share it with someone who's also out there trying to build a better customer success or go to market strategy, even if it's messy along the way.And if you want more frameworks, tools, automated playbooks, check out JoedoesTechTouch.com and subscribe to our newsletter. That link is in the description.🎙️ Guest: Maranda DziekonskiChief Customer Officer at Fexa📣 Find Maranda:LinkedIn: https://www.linkedin.com/in/marandaanndziekonski/ 🔥 Topics Covered:🟣 How to assess your tolerance for ambiguity and chaos before joining a new company🟣 Lessons learned transitioning from highly structured enterprises to fast-moving startups🟣 Why defining your “anti-goals” can help guide smarter career decisions🟣 How CS professionals can prepare for interviews and advocate for themselves effectively🟣 The difference in evaluating roles at startups, growth-stage, and large organizations🟣 How organizational structure, SOPs, and culture impact CS success🟣 Key strategies for navigating large or matrixed organizations as a customer-facing professional🟣 Advice on being open to lateral moves for long-term career growth🟣 Insights on identifying the right environment to protect your mental health and performance🟣 How to leverage prior experiences to succeed in diverse CS settings🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We unpack a “sure thing” renewal that fell apart, the hidden decision makers who swung the outcome, and why quiet QBRs signal danger. We also break down a high-stakes implementation sold ahead of product readiness and how disciplined alignment turned risk into long-term trust.• mapping influence beyond the budget owner• spotting engagement drop-offs as churn signals• asking hard questions in QBRs to test intent• coordinating sales and CS on renewals and expansions• managing design-partner projects without overpromising• qualifying ICP to control cost to serve• running post-mortems that change behavior• building a learning mindset across teams• book recommendations for CS leadersIf you got some value from this conversation, hit subscribe, leave a rating and review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the wayAnd if you want more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and subscribe to our newsletter🎙️ Guest: Guy GalonChief Customer Success & Revenue Leader at Obrela📣 Connect with Guy:LinkedIn: https://www.linkedin.com/in/guy-galon-b1a80/ Website & newsletter: https://www.thecscycle.com/ 🔥 Topics Covered:🟣 Lessons from a missed renewal: reading signals, engaging all decision-makers, and learning from churn🟣 Selling to the wrong customer: how early alignment on ICP and expectations saves resources🟣 Collaborating with sales, product, and other teams to deliver long-term customer value🟣 Importance of post-mortems to identify gaps and improve processes🟣 Continuous learning: soft skills, asking the right questions, and reflection📚 Resources Mentioned:🟣 Atomic Habits  — https://www.amazon.com/Atomic-Habits-Proven-Build-Break/ 🟣Built to Last - https://www.amazon.com/Built-Last-Successful-Visionary-Essentials/ 🟣The Startup of You - https://www.amazon.com/Start-up-You-Future-Yourself-Transform/ 🟣Surrounded by Idiots - https://www.amazon.com/Surrounded-Idiots-Revised-Expanded-Effectively/ 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We trace a marquee deal that imploded at handoff, then rebuild the path from close to value with practical fixes for alignment, multithreading, and fit. Along the way, we count the real cost to serve and explain why some logos deserve a respectful no.• sales and CS alignment around goals, metrics, and roles• lean handoffs with internal kickoff and joint success plans• multithreading the retention group beyond the buyer• measuring cost to serve against ARR and CAC recovery• recognizing bad-fit customers and when to walk away• replacing heroics with repeatable processes and enablement• integrated tools and shared insights across CRM and CSP• learning paths and resources for strategic CSM growthIf you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.Check out JoeDoesTechTouch.com and subscribe to our newsletter.🎙️ Guest: Shari SrebnickCustomer Success leader with 10+ years of experience📣 Find Shari:LinkedIn: https://www.linkedin.com/in/sharisrebnick/ 🔥 Topics Covered:🟣 A chaotic “drop-the-mic” deal and what it teaches about sales–CS alignment🟣 Why single-threaded deals and poor handoffs hurt time-to-value and churn risk🟣 How to escalate issues without finger-pointing🟣 Redesigning handoffs and internal kickoffs for stronger account plans🟣 When heroics hide deeper ICP or strategy problems🟣 Multi-threading post-sale and engaging the right contacts🟣 Understanding cost to serve, CAC, and profitable vs. unprofitable accounts🟣 Shared enablement between Sales and CS📚 Resources Mentioned:🟣 The Strategic Customer Success Manager — Lindsey’s top recommendation and team-wide read - https://www.amazon.com/Strategic-Customer-Success-Manager-Blueprint/🟣Multipliers - https://www.amazon.com/s?k=Multipliers&crid=XALJ7SZ10BK1&sprefix=multiplier%2Caps%2C175&ref=nb_sb_noss_1 🟣Impact Players: How to Take the Lead, Play Bigger, and Multiply Your Impact - https://www.amazon.com/Impact-Players-Take-Bigger-Multiply/ 🟣Lean Analytics: Use Data to Build a Better Startup Faster - 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We unpack how saying yes too fast derails outcomes and how visible boundaries make better teams. Lindsey LeFaivre shares hard-won lessons from a 1,500-branching workflow misfire to a delivery-room out-of-office, turning mistakes into practical leadership habits.• discovery before commitment on complex requests• validation of true customer needs and success metrics• small-team pressure, imposter syndrome, overwork triggers• rituals for boundaries and recovery during remote work• non negotiables on the calendar and offline windows• resource requests as a leadership signal not a weakness• meeting hygiene, playbooks and focus-time protection• interviewing for culture and real work-life balance• community learning and strategic customer success mindsetIf you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.For more frameworks, tools, automated playbooks, check out JoeDoesTechTouch.com and subscribe to our newsletter.🎙️ Guest: Lindsey LeFaivreVice President of Customer Success at AchieveIt📣 Find Lindsey:LinkedIn: https://www.linkedin.com/in/lindseyingalls/ 🔥 Topics Covered:🟣 Why early-career CS professionals struggle to say “no” — and how that leads to burnout🟣 A real startup story of working 24 straight hours on a customer request that never shipped🟣 How imposter syndrome drives unhealthy work habits in Customer Success🟣 The hidden cost of always saying “yes” to customers instead of asking better questions🟣 Why work-life balance isn’t 50/50 — it comes in seasons and tradeoffs🟣 Lessons learned from working through maternity leave during COVID🟣 Why asking for help is a leadership skill — not a weakness🟣 The importance of setting and communicating non-negotiables (like school pickup time)🟣 How leaders must model healthy boundaries to give teams permission to do the same🟣 Why results matter more than hours logged — especially in remote CS teams🟣 How to evaluate company culture by asking leaders what their work-life balance looks like🟣 Why Customer Success culture thrives on generosity, transparency, and shared learning📚 Resources Mentioned:🟣 The Strategic Customer Success Manager — Lindsey’s top recommendation and team-wide read - https://www.amazon.com/Strategic-Customer-Success-Manager-Blueprint/🟣 Atlanta Customer Success Community — https://www.atlcs.community/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We trade war stories from diner counters and real estate closings to show how psychology, better playbooks, and value-add concessions defuse escalations and protect renewals. Rob shares Feel–Felt–Found, digital cancellation flows, and why discounts can backfire.• reframing escalations as signals of product importance• teaching teams Feel–Felt–Found to de-escalate• avoiding discount reflex in renewals• using value-add concessions before price cuts• building digital cancellation flows that retain• applying defaults, loss aversion and social proof• separating usage, adoption, ROI and value• behavior design lessons from Planet Fitness• books, tools and journaling for learning loops• how to contact Rob for frameworks and supportIf you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's besty along the way.For more frameworks, tools, automated playbooks, check out Johda'sTechTouch.com and subscribe to our newsletter. That link is in the description.🎙️ Guest: Rob ZambitoFounder & CEO of Success Scaled Consulting📣 Find Rob:LinkedIn: https://www.linkedin.com/in/rob-zambito/ 🔥 Topics Covered:🟣 Why customer escalations increase as products become more mission-critical🟣 Reframing escalations as signals of value — not Customer Success failure🟣 The danger of positioning CS as the default “escalation department”🟣 How poor escalation handling unintentionally trains customers to escalate again🟣 Why discounts are the laziest (and most harmful) concession during escalations🟣 Using psychology — loss aversion, reciprocity, and defaults — to guide better outcomes🟣 How the Feel–Felt–Found framework works when used for emotional validation (not deflection)🟣 The role of executive presence and confidence in high-stakes customer conversations🟣 Why customers don’t want explanations — they want to feel heard first🟣 How CS leaders can design escalation paths that protect long-term value, not just short-term peace🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. We reframe scaled CS to start at acquisition, tie product to retention, and use enrichment and scoring to focus human effort.• abrupt shift from named CSMs to pooled model for SMBs• misaligned sales promises creating a broken handoff• product-led trial design to reduce high-touch conversion• capturing use cases and goals during onboarding• proactive journeys with in-app prompts and time-based triggers• lead scoring and enrichment to flag high-potential accounts• applying sales science to expansion and retention• limits of health scores and importance of multi-threading• partnering with product on onboarding as a retention lever• cross-functional KPIs around NRR, GRR, and first six-month retention• piloting changes in APAC before global rollout• iterate quickly without waiting for perfect dataIf you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.And if you want more frameworks, tools, automated playbooks, check out Johto'sTechTouch.com and subscribe to our newsletter.🎙️ Guest: Madelyn DePrey Global VP of Customer Success at Aircall📣 Find Madelyn: LinkedIn: https://www.linkedin.com/in/madelyn-deprey-29a91642/ 🔥 Topics Covered: 🟣 How Aircall transformed 70% of its customer base into a digital-first success model 🟣 Why digital CS starts at the top of the funnel — not post-sale 🟣 The risks of moving too fast in a scaled CS rollout (and how to recover) 🟣 How to apply the science of sales — lead scoring, enrichment & segmentation — to post-sale success 🟣 Why “perfect data” doesn’t exist and how to execute while still learning 🟣 Lessons from aligning Product, Sales, and CS around shared KPIs and OKRs 🟣 How the APAC region became Aircall’s testing ground for digital CS innovation 🟣 The power of cross-functional empathy and managing up when goals don’t align 🟣 Why hospitality belongs in tech — inspired by Danny Meyer’s Setting the Table 🟣 Madelyn’s favorite leadership resource: Kleiner Perkins’ “Grit” podcast🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

We trace how a CS leader uncovered a flood of fake leads, rebuilt guardrails under investor pressure, and chose ethics over easy money—then connect those lessons to hiring, tooling, and scaling without losing the plot. The stories move from legal lead ops to cannabis lab testing, all through the lens of trust and customer value.• discovering affiliate-driven fake leads and broken credit policies• installing KPIs, tools, and training in a headless CS org• pushing product safeguards and partner governance• choosing quality over quantity and pricing for value• handling escalations, lawsuits threats, and investor pressure• ethics under fire: refusing a $20,000 bribe• hypergrowth pitfalls: five CEOs in five years• asking sharper questions before taking a role• proactive learning and problem-led improvementIf you got some value from this conversation, hit subscribe, leave a rating or review, share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.And if you want more frameworks, tools, automated playbooks, check out JodasX.com and subscribe to our newsletter.🎙️ Guest: Jerry Van Vort 📣 Find Jerry: LinkedIn: https://www.linkedin.com/in/jerryjv/ 🔥 Topics Covered: 🟣 Lessons from transitioning careers: from winemaking 🍷 to cannabis 🌱 to SaaS 🟣 Why quality over quantity matters in customer delivery 🟣 How ethics under pressure (like refusing a $20k bribe) builds long-term trust 🟣 The chaos of hyper-growth: scaling from 12 → 150 employees in 12 months 🟣 Surviving 5 CEOs in 5 years and what that taught about leadership resilience 🟣 Why interviewing a company is just as important as them interviewing you 🟣 The three questions Jerry always asks before joining a new company 🟣 The importance of structure: KPIs, compensation fairness, and bringing in outside talent🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Stephanie Blair, founder and CEO of Know and Flourish, shares profound insights from her experience leading sales and customer success teams across the US and UK. Her stories reveal how understanding each team member's unique motivations and adapting leadership styles across different cultural contexts can transform team performance.🎙️ Guest: Stephanie Blair 📣 Find Stephanie: LinkedIn: https://www.linkedin.com/in/blairstephanie/ Know & Flourish: https://www.knowandflourish.com/ Substack: https://knowandflourish.substack.com/ 🔥 Topics Covered: 🟣 Why career strategy matters just as much as customer strategy 🟣 The underestimated leadership skills every CSM should be developing 🟣 How to align personal growth with company growth without burning out 🟣 The importance of intentionality in career moves and leadership development 🟣 Why influencing up is critical for CSMs who want to lead with impact 🟣 The role of vulnerability and connection in effective leadership (inspired by Brené Brown)📚 Resources & Mentions:The Five Dysfunctions of a Team – Patrick Lencioni - https://amzn.to/3VICoSTThe Myth of the Nice Girl – Fran Hauser - https://amzn.to/4gM8bfaRadical Candor – Kim Scott - https://amzn.to/46ESMsA 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

The competitive landscape in SaaS is ruthless, with rivals actively targeting your existing customers who already have budget allocated and pain points identified. Customer Success teams must develop competitive awareness to avoid being blindsided at renewal time.• Competitors view your customers as prime targets since they've already secured budget and demonstrated willingness to invest• CSMs often operate with less competitive awareness than sales teams, leaving them vulnerable to blindside attacks• One flagship enterprise account maintained perfect usage while secretly implementing a competitor for an entire year• Warning signs included missed meetings, vague reassurances, and non-committal responses about renewal intentions• Customers using competitor-specific terminology ("Alphabet Soup") signals they're engaging with competitive materials• First-year customers are at highest risk since competitors know exactly when your renewal is approaching• Some competitors use underhanded tactics like offering free first years with NDAs to prevent head-to-head comparisons• Drastically cutting prices can backfire, causing prospects to question the value of your solution• Monitor community forums like Reddit where users anonymously discuss their experiences with various solutions• When a customer says "you shouldn't be concerned," that's precisely when you should be most concernedFor more resources on customer success, connect with Christy on LinkedIn or visit her website at christyfalt.com where she shares free resources for customer success professionals.🎙️ Guest: Kristi Faltorusso 📣 Find Kristi: LinkedIn: https://www.linkedin.com/in/kristiserrano/ Website & Newsletter: https://www.kristifaltorusso.com/ 📚 Resources & Mentions:ClientSuccess – https://www.clientsuccess.comKristiFaltorusso.com – Newsletter, resources, and CS thought leadership🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Brad Davis shares how your professional network directly correlates with career success in customer success, emphasizing that careers are team sports requiring consistent engagement rather than last-minute networking.• Brad's entrepreneurial journey began with Cincinnati Farmhouse Tables, teaching him valuable business lessons• Success Panda was born from identifying the need for centralized CS resources and meaningful professional connections• The platform uses a $2-$4 microtransaction model to ensure both parties have "skin in the game"• Unlike LinkedIn, Success Panda allows professionals to monetize their knowledge through a marketplace for templates and resources• Anonymous posting features enable professionals to ask sensitive questions without fear• Brad's "professionally brush your teeth" analogy highlights the importance of regular career maintenance• Events, communities, and resource aggregation help provide a one-stop shop for CS professionals• Mentorship dramatically impacts career trajectory, with 69% of CEOs crediting mentors with helping them make better decisions• The book "Thinking in Moments" teaches how to engineer peak experiences in customer journeysJoin Success Panda's community for customer success professionals at successpanda.com, or connect with Brad on LinkedIn.🎙️ Guest: Brad Davis 📣 Find Brad: LinkedIn: https://www.linkedin.com/in/contactbraddavis/📌 In This Episode: Brad Davis joins Joe Di Grande on Customer [Un]Success to share his journey from building farmhouse tables in his Cincinnati garage to founding Success Panda, a platform designed to help Customer Success professionals connect, learn, and grow. From the lessons of running a six-figure side hustle to the vision for a CS marketplace, Brad highlights the scrappy side of entrepreneurship and the systems that turn ideas into impact.📚 Resources & Mentions: Success Panda – Customer Success networking & marketplace: https://successpanda.io/ 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Greg Daines, CEO of ChurnRx, exposes why heroic customer rescues are actually disaster stories and how focusing on customer satisfaction is often counterproductive to retention.• Rescue stories are often celebrated in CS culture but indicate systemic failures and rarely result in long-term retention• Data shows zero correlation between customer satisfaction and retention—happy customers leave at the same rate as unhappy ones• Customers who experience problems actually stay more than twice as long as those who don't, challenging conventional wisdom• Early warning signs of churn can be detected in the first customer interaction, often before any obvious signals of trouble• "Customer bonding" occurs when clients see your company as integral to their success and a source of valuable expertise• CSMs should use "power statements" to confidently assert expertise rather than making tentative suggestions• Health scores typically predict churn too late to take effective action—intervention must happen much earlier• The most effective customer success approach focuses on driving measurable business results rather than satisfactionFor free resources including research data, e-books, and a course on churn, visit gregdaines.com or connect with Greg on LinkedIn: https://www.linkedin.com/in/gregdaines/Behind the Cloud: The Untold Story of How Salesforce.com Went from Idea to Billion-Dollar Company-and Revolutionized an Industry: https://amzn.to/47JWDXz🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Kat Brigham shares how SalesLoft's daily office hours program evolved from themed sessions to open forums, revealing that customers prefer flexibility over structure when seeking help.• Started with daily office hours open to all customers regardless of size or segment• Themed office hours failed because customers joined whichever session was happening soonest• Scaled to 13 weekly sessions across global time zones to accommodate customers worldwide• Tracked attendance data through Zoom-Salesforce integration to measure engagement• Learned that having two CSMs per session provides better knowledge coverage• Discovered that customers in EMEA preferred afternoon sessions despite earlier options• Recommendation: run sessions at least weekly and keep them open to all customers• Key insight: sometimes less structure creates more value for customersFind Kat Brigham on LinkedIn to learn more about digital customer success strategies and scaled education approaches.🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Tiffany Parks shares her soul-crushing experience of having her carefully prepared loyalty program presentation dismissed as "boilerplate" by a CEO after working for three weeks on what she thought was a bespoke strategy. The conversation explores the challenging journey of transitioning from mid-market to strategic CSM roles and the importance of navigating different personality types.• Making the jump from mid-market to strategic CSM while changing companies creates unique challenges• Dealing with leadership transitions left Tiffany without proper mentorship or support• The importance of "matching energy in the room" by bringing leadership to executive meetings• How industry knowledge builds the confidence needed to handle executive pushback• Managing different personality types is a crucial but often untaught skill in customer success• The pros and cons of working with different customer segments (small/agile vs. enterprise/complex)• Mental health considerations are essential for CSMs who serve as the "face" of the company• Valuable resources for CSMs include LinkedIn experts like Carly Agar and Marcus Rentsch🎙️ Guest: Tiffany Parkes Senior Customer Success Manager | User Interviews📣 Find Tiffany: LinkedIn: https://www.linkedin.com/in/tiffany-parkes-024a0443/ 🔥 Topics Covered: 🟣 Moving from mid-market to strategic accounts and handling imposter syndrome 🟣 Why “matching the energy in the room” matters when presenting to executives 🟣 Navigating C-level personalities and using emotional intelligence as a CSM 🟣 Building confidence without deep industry knowledge (and how to “borrow” it) 🟣 The power of influence when your champions aren’t decision makers 🟣 Leaning into mental health as a core skill for CSMs 🟣 How to handle rejection and pushback without losing credibility💡 Shoutouts & Mentions:Carly Agar — Interview prep & CSM career coaching - https://www.linkedin.com/in/carly-agar/ Marcus Rentsch — Value-focused Customer Success insights- https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/ Mel Robbins — Podcast & content on mindset and communication — https://open.spotify.com/show/7vz4RYsD5MulTCrcH478t1?si=24c6426f48414838 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Marie Lunney shares insights from her experience building digital customer success programs, highlighting the pitfalls of focusing only on renewals rather than designing a complete customer journey. She discusses the importance of aligning executives around customer success, creating internal workflows before customer-facing automation, and remembering that meaningful engagement requires multiple touchpoints throughout the customer lifecycle.• Focusing exclusively on renewal automation can backfire, resulting in disengaged customers and last-minute scrambling• The "Rule of Seven" marketing concept applies to customer success—customers need approximately seven touchpoints before taking action• Clean data is essential before implementing any automation to avoid embarrassing misfires• Internal automation carries less risk than customer-facing automation and can provide quick wins• Content-based resources like self-service guides and value realization frameworks provide immediate value with lower technical complexity• Cross-functional executive alignment is crucial for effective risk mitigation• Start building touchpoints throughout the entire customer journey instead of leaving gaps between onboarding and renewalJoin DCS Connect, Marie's Slack community for Digital CS professionals, to connect with others building scaled customer success programs. Learn more by connecting with Marie on LinkedIn.🎙️ Guest: Marie Lunney Founder | DCS Connect | Director of Scaled Customer Experience at Bynder📣 Find Marie: LinkedIn: https://www.linkedin.com/in/marielunney1 🔥 Topics Covered: 🟣 Why focusing your first digital CS motion on renewals can backfire 🟣 The benefits of starting with onboarding & early adoption initiatives 🟣 How executive alignment strengthens risk mitigation efforts 🟣 Why clean, consistent data must come before automation 🟣 Internal automation as a low-risk, high-reward starting point 🟣 Leveraging content and self-serve resources for scalable impact 🟣 Balancing tech and human touch in scaled customer journeys 🟣 Common pitfalls to avoid when launching your first scaled program💡 Shoutouts & Mentions:DCS Connect — Community for Digital Customer Success professionals — https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM Pavilion — Global GTM & CS community — https://www.joinpavilion.com/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Anthony DeShazer shares how his protective approach to customer management earned him the reputation as "The VP of No" and how he transformed his leadership style to foster cross-functional collaboration. He reveals the journey from gatekeeping to enabling teams through a mindset shift from "No" to "Yes, and" thinking.• Taking customer ownership to harmful extremes created organizational friction• Solving customer confusion by requiring all teams to get "passports" to customer land• Shifting from "No" to "Yes, but" to "Yes, and" approaches transformed team dynamics• The customer journey must be owned by the company, not individual departments• Creating data-driven triggers helps align teams around customer advocacy opportunities• AI is revolutionizing how CS teams identify patterns and predict customer behaviors • Revenue is a "full-contact team sport" requiring all departments to work together• Executive coaching provides valuable perspective for leadership developmentIf you're in customer success, sales or other go-to-market motions, stick around to hear from the best. For more frameworks, tools, and automated playbooks, check out jodastech.com and subscribe to our newsletter.🎙️ Guest: Anthony DeShazor Chief Customer Officer | GTM & RevOps Architect | Former “VP of No”📣 Find Anthony: LinkedIn: https://www.linkedin.com/in/adeshazor/ 📌 In This Episode: Anthony joins Joe Di Grande on Customer [Un]Success to unpack the lessons behind earning — and evolving beyond — the title of “VP of No.” He shares how customer success leaders can go from gatekeeping to growth-enabling.🔥 Topics Covered: 🟣 The real story behind “VP of No” and “Helicopter CCO” 🟣 How to shift from “No” → “Yes, but” → “Yes, and” 🟣 Why too many internal teams talking to the customer = chaos 🟣 Lessons on cross-functional alignment between CS, Sales & Marketing 🟣 The role of AI in building advocacy workflows 🟣 What happens when CS owns more of the GTM strategy 🟣 Self-awareness and humility in executive leadership 🟣 The importance of psychological safety on your team💡 Shoutouts & Mentions:Pavilion — a go-to CS/RevOps community, Anthony is active in- https://www.joinpavilion.com/ 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Communication in customer success hinges not on what you say, but what your customer hears, as Kevin Metzger discovered when a casual comment about contractual obligations spiraled into a three-month recovery process with an enterprise client.• Customer's SSL certificate expired causing application issues• According to contracts, certificate renewal was customer's responsibility• Kevin's off-the-cuff remark about contract terms damaged relationship• Previously excellent customer service included clearing 150-issue backlog• Proactive handling of day-zero security issue before incident• Recovery process took months despite initial good relationship• Understanding perception versus intention is critical in communication• Consistent actions to rebuild trust more important than being right• Later developed honest communication about miscommunication patterns• Relationship eventually strengthened, leading to renewal of eight-figure contract• Future of communication increasingly involves emotional intelligence as AI handles factual elements• Different cultural contexts require additional communication awareness📢 Guest Spotlight:Kevin Metzger — Customer Success Leader with 20+ years of experience, known as “The AI Assistant Guy” https://www.linkedin.com/in/kevinmetzger/ Host of the Customer Success Playbook podcastApple: https://podcasts.apple.com/us/podcast/the-customer-success-playbook/id1691760422Spotify: https://open.spotify.com/show/7pPPFBQZrv3HPrA75FQk2h?si=4f42fed2355c486a 🟣 Tools & Technologies Discussed:ChatGPT, Claude, Gemini — AI tools referenced for communication and content strategyhttps://chatgpt.com/claude.aigemini.google.com Notebook LM — Used for synthesizing information, content planning, and structuring timelines or papershttps://notebooklm.google/ SalesApe.ai — AI-powered SDR tool that qualifies leads via email communicationhttps://www.salesape.ai/ Sesame.com — Voice AI tool used for realistic spoken conversation with AI agents (Miles and Maya)https://app.sesame.com/ 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Sri Ganesan shares how bringing intensity and professionalism to implementation projects can dramatically improve customer partnerships and outcomes. The RocketLane CEO details specific strategies for setting expectations, improving communication, and catching issues before they become dealbreakers.• Intensity means the ball is always in your court - never waiting on customers without following up• Catch problems early through milestone-based CSAT surveys to identify even "three-star" experiences • Escalate partnerships quickly when things go off track - it's better you escalate than the customer escalates• Show professionalism by starting meetings on time, publishing clear agendas, and sending prompt follow-ups• Set clear escalation paths during kickoff for both sides to maintain momentum• Be prescriptive and challenge customer assumptions when your experience suggests better approaches• Turn your implementation team into consultants who understand the domain, not just your product• Align implementation decisions with executive stakeholders' organizational goals📢 Guest Spotlight:Sri Ganesan is the co-founder and CEO of Rocketlane, a modern PSA (Professional Services Automation) platform purpose-built for customer onboarding and service delivery.  https://www.linkedin.com/in/srikrishnang/ Connect with Sri: 📧 Email: [email protected] 🔗 LinkedIn: Sri Krishnan Ganesan 🐦X: @SriKrishnanG 🌐 Website: rocketlane.com📚 Book Shoutouts:Leadership and Self-Deception – The Arbinger Institute: https://amzn.to/4mdVyeD Made to Stick – Chip & Dan Heath: https://amzn.to/4kZlCt0 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Aaron Hatton, digital CS program builder at PV Case, shares how parent-child account relationships in data infrastructure nearly derailed a customer success platform rollout. His experience reveals the critical importance of cross-functional collaboration when establishing digital customer success programs and the challenges of defining who your customer truly is.• Working with complex data structures where the entity paying for software differs from the entity using it• Importance of involving RevOps, sales, and other stakeholders early in system implementations• Creating governance processes for in-app messaging through cross-functional committees• Redefining fundamental concepts like "who is a customer" when legal and CS definitions differ• Finding unexpected wins through experimentation, like sending webinar invites at unconventional times• Building digital CS programs that can scale requires proper foundational data structure• Balancing future-proofing with the need to launch and iterate• Implementing change management internally using the same best practices we recommend to customers• Creating cross-functional relationships to ensure alignment across teams• Recognizing when to ask basic questions that might seem obvious but are crucial to successConnect with Aaron on LinkedIn or in the Digital CS Community to continue the conversation and share experiences.🎙️ Guest Aaron Hatton – Digital Customer Success Program Manager at PVCase. https://www.linkedin.com/in/aaronhatton/ Books and Communities Mentioned 🟣 Digital Customer Success: Why the Next Frontier of CS is Digital and How You Can Leverage it to Drive Durable Growth by Nick Mehta-  https://amzn.to/4o6kPt0 🟣 Digital CS Connect Community – https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Camela Thompson, Head of Marketing at RevOps Co-op and co-host of the RevOps AF podcast, shares how a major analytics implementation nearly collapsed when the focus shifted from customer value to delivery timelines.• Different definitions of attribution lead to misalignment in go-to-market analytics implementations• Standard onboarding metrics often focus on internal KPIs rather than achieving customer objectives• Alignment between marketing, sales, and other departments is crucial for analytics implementation success• True value comes from adapting to customer needs rather than standardizing implementations• The human element often derails data projects - even with solid analytics, decisions are influenced by feelings• Cross-functional collaboration is essential but challenging when different teams have competing metrics• Documentation of data definitions and governance prevents misalignment between departments• Soft skills like communication and empathy are as critical as technical skills in operations roles🎙️ Guest:Camela Thompson – Head of Marketing at RevOps Co-op and Co-host of the RevOps AF podcast https://www.linkedin.com/in/camela-thompson/ 🏢 Communities:RevOps Co-op –https://www.revopscoop.com/ 📚 Books & Frameworks:Nonviolent Communication by Marshall Rosenberg – https://amzn.to/4lN1CdJMindset by Dr. Carol Dweck – https://amzn.to/4kxBPVK🎧 Podcasts:RevOps AF – Co-hosted by Camela, https://www.revopscoop.com/learn/podcast🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Data access is the fuel for customer experience initiatives and was a three-year battle at Cisco, requiring persistent effort to overcome departmental silos. Andrew Carruthers shares insights from his 17 years at Cisco, where he led digital CX strategy during their transition from hardware to software.• Lack of corporate mandate for the CS function created alignment challenges• Getting access to customer data took three years due to departmental silos• The most effective approach was focusing on business metrics rather than satisfaction scores• Low renewal rates were solved by simply notifying customers about contract expirations• Creating a separate CRM system was a mistake that created additional silos• Customer experience should be positioned as a growth engine, not just satisfaction• Adoption is critical to prevent products from being cut during tech stack consolidations• With Gen AI, they expanded localization to reach new markets like Arabic-speaking customers• Consistency in experience matters more than occasional "surprise and delight" moments• Experience is often the primary reason customers leave, not product functionalityFollow Andrew Carothers: https://www.linkedin.com/in/andrew-carothers/Shoutouts:Digital Hesitation by JB Wood & Thomas Lah (TSIA) – Book recommendation by Andrew; outlines how to operationalize digital customer experienceDigital Customer Success Podcast — https://digitalcustomersuccess.com/CX Passport Podcast –https://www.cxpassport.com/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Sally from Customer Obsessing Consulting shares insights on why CS technology implementations fail despite good intentions and how teams can better prepare for new tools.• Every tech company uses between 57-110 tools, creating significant tech sprawl challenges• Project management capabilities are crucial but undervalued skills for CSMs handling customer journeys• Many organizations purchase tools without proper data readiness or team alignment• Implementation timelines and resource requirements are often underestimated during the buying process• Account hierarchy inconsistencies between CRM, CS platforms, and billing systems create major integration problems• Health scores can be misleading when definitions aren't aligned across teams• AI tools like ChatGPT can help CSMs work more efficiently with existing systems before investing in new platforms• CSPs should participate in defining use cases and personas before implementation begins• Involving individual contributors in tool selection creates better buy-in and practical solutions• Examining capabilities of existing tools often reveals untapped potential that solves immediate problemsStart with the tools you already have and fully understand their capabilities before purchasing new solutions. Involve your team in the process, and only invest in new technology when you're actually ready for implementation.Follow Sally on LinkedIn: https://www.linkedin.com/in/sallystoewe/Shoutouts:https://www.marijaskobepilley.com/podcasthttps://www.masterclass.com/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Customer satisfaction doesn't guarantee retention, and challenging conversations are often essential for genuine success. Strategic CSM from Outreach.io, Alex Glick shares his experiences losing an enterprise account just months into a role and how it reshaped his entire approach to customer success.• Happy customers still churn when they don't see ROI, while frustrated customers might renew if they recognize business value• Success plans are only valuable when continuously referenced and aligned with business outcomes• Complacency is dangerous especially with enterprise accounts – there is no "ramp time" luxury• Cross-functional relationships and internal political capital critically impact your ability to advocate for customers• Adoption metrics alone don't drive renewals – they must connect to business outcomes executives care about• Building a network of mentors and professional relationships is crucial for career growth in customer success• Challenging leadership assumptions when necessary establishes you as the true voice of the customerFollow Alex on LinkedIn: https://www.linkedin.com/in/alexander-glick/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Marlee Wagner, Head of Customer Success Programs & Strategy at EverHealth, shares a cautionary tale about a failed CS platform implementation due to overlooked data infrastructure incompatibilities, and provides crucial advice for evaluating customer success platforms.• Carefully examine your data infrastructure compatibility when evaluating new platforms• Involve RevOps early in platform evaluations to avoid technical mismatches• Consider three critical data aspects: validity, access, and infrastructure compatibility• Consult with marketing teams who have previously integrated with your CRM• Include the future platform administrators in the decision-making process• Hire administrative talent before finalizing platform selection when possible• Start with small pilot programs when implementing new processes• Build relationships with cross-functional teams to ensure alignmentFollow Marley on LinkedIn: https://www.linkedin.com/in/marleywagner/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

De' Edra Williams, Chief Customer Officer of DeepHow, shares how her team turned a potential $2.2 million customer churn into a full renewal with expansion by mobilizing cross-functional resources and developing a strategic intervention plan. This customer success recovery story demonstrates the importance of proactive renewal planning, deep customer listening, and aligning solutions with specific business outcomes.• Building a rigorous renewal process that starts 6-12 months before contract end dates• Implementing a red-yellow-green forecasting system with clear intervention triggers• Mobilizing cross-functional "red teams" for at-risk accounts below 40% renewal probability• Sometimes breaking up with customers is necessary when product-market fit is lacking• Maintaining candor and trust even when parting ways can lead to future opportunities• Customer success must embrace revenue metrics (ARR, NRR, customer lifetime value)• Creating strong partnerships across sales, marketing, and product teams• Focus on solving customer problems: making money, saving money, or saving time• Understanding the value of referrals and brand evangelism from satisfied customersFor more insights on customer success strategies, follow De'Edre Williams on LinkedIn and check out her Star Trek-themed newsletter that breaks down customer success concepts.Find De'Edra on Linkedin: https://www.linkedin.com/in/deedraswilliams/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Customer success isn't just about building relationships – it's about understanding your customers' strategic outcomes and helping them achieve measurable business results.• Building relationships without connecting to business outcomes leaves accounts vulnerable to churn• Track customer data meaningfully and use it in authentic, non-cheesy ways to strengthen connections• Ensure smooth information transfer from sales to implementation to customer success• Multi-thread relationships within customer organizations to protect against stakeholder turnover• Never confuse customer satisfaction with customer success – they aren't the same thingFollow Justin on LinkedIn: https://www.linkedin.com/in/justchappell/🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

What happens when leadership doesn't understand the fundamental differences between customer success and sales? Dillon Young, founder of Lifetime Value Media and host of the Daily Stand-Up podcast, shares hard-won wisdom from 15 years in customer success on this revealing episode of Customer Unsuccess.At the heart of many CS struggles is a critical misunderstanding: sales operates in the realm of expectations while customer success deals with experiences. As Dillon explains, "In sales, it's all about expectations. You can sell a dream because customers have no basis for understanding what you can actually deliver." But when renewal time approaches, customers have accumulated a year of real experiences with your product, making empty promises worthless.This disconnect creates painful scenarios where CS teams are left managing disappointed clients who realize they're not getting what they were sold. Dillon shares a powerful story about confronting leadership over a top-performing salesperson who consistently sold "vaporware" - wasting implementation resources and guaranteeing eventual churn. Despite the obvious damage to the company's reputation and customer retention, leadership hesitated to address the issue because of short-term revenue targets driven by investor demands.The conversation explores practical strategies for success despite these challenges. Both hosts advocate for a "default to action" approach - starting with small, imperfect solutions rather than attempting to build comprehensive systems from scratch. As Dillon suggests, "If replacing a tool later would be relatively simple, don't spend more than 30 minutes deciding which one to implement." This philosophy prevents analysis paralysis and keeps teams moving forward through experimentation.Ready to transform your approach to customer success? Subscribe to Customer Unsuccess for more candid conversations about what doesn't work in CS—and how to turn those failures into your greatest opportunities for growth.🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W

Tired of Customer Success conversations that sound like they were written by a vendor's PR team?The Customer [Un]Success Podcast cuts through the noise to expose what’s actually broken in Customer Success, and other GTM roles, and what to do about it. Hosted by Joe Di Grande, a digital CS, Tech Touch, and RevOps leader with experience at companies like Business Insider, Ceros, and eMarketer, this podcast brings raw, unfiltered conversations with post-sale leaders who’ve been in the trenches.We talk about what happens when CS playbooks fail, when sales overpromises, and when retention depends on more than just relationships. Each episode dives into real-world stories, honest mistakes, and tactical strategies to fix what’s broken from scaling with automation to aligning cross-functional teams, driving NRR, and surviving in today’s efficiency-first SaaS world.Whether you’re in CS, CX, RevOps, or GTM, this is the podcast for people who are done pretending everything’s fine.🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W