Podcast Details
In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations about growing and scaling subscription businesses with a customer-first approach. The podcast is aimed at SaaS and technology leaders who are facing the day to day challenges of scaling.
This podcast is brought to you by Higher Logic.
Episodes
295 episodes
-
Scaling CS with Brittany Soinski of Loom
Episode 299 • 46:43 • Dec 18, 2023 -
Building Community/Business Alignment
Episode 298 • 52:27 • Dec 11, 2023 -
Scaling CS with Dan Ennis from Monday.com
Episode 296 • 46:20 • Dec 4, 2023 -
Scaling Customer Success with Nisha Baxi from Gong
Episode 297 • 61:36 • Nov 27, 2023 -
10-Minute Trumpet: 3 Keys for Scaled Success
Episode 295 • 07:20 • Nov 20, 2023 -
10-Minute Trumpet: 3 Layers of Education: Product, Business, Market
Episode 294 • 08:33 • Nov 13, 2023 -
10-Minute Trumpet: Having a Named CSM
Episode 293 • 08:12 • Nov 6, 2023 -
10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles
Episode 292 • 08:19 • Oct 31, 2023 -
Integrating Your CS Goals with Community
Episode 291 • 40:05 • Oct 23, 2023 -
Scaling CS: Tessa Thorburn with Loom
Episode 290 • 40:42 • Oct 16, 2023 -
Scaling CS: Mike Sasaki with Emburse
Episode 289 • 52:29 • Oct 9, 2023 -
Rolling Out Changes
Episode 288 • 44:13 • Oct 2, 2023 -
Implementation is Not Onboarding
Episode 287 • 39:48 • Sep 25, 2023 -
Setting Priorities for Your Team
Episode 286 • 40:03 • Sep 18, 2023 -
Scaled CS: Daphne Lopes, Hubspot
Episode 285 • 64:11 • Sep 11, 2023 -
How CS Leaders Can Adopt AI
Episode 284 • 46:22 • Sep 4, 2023 -
10-Minute Trumpet - Specialized Roles
Episode 283 • 08:36 • Aug 28, 2023 -
The Vault -Building Relationships During Uncertain Times
Episode 282 • 55:42 • Aug 21, 2023 -
Scaling CS with Community
Episode 281 • 44:55 • Aug 14, 2023 -
10-minute trumpet - Relationships at Scale
Episode 280 • 08:11 • Aug 7, 2023 -
10-Minute Trumpet - Over-indexed on having named CSMs
Episode 279 • 07:03 • Jul 31, 2023 -
Scaled CS is all about efficiency
Episode 278 • 47:19 • Jul 24, 2023 -
10-minute Trumpet - Take Pressure Off Your CSM Team
Episode 277 • 07:23 • Jul 17, 2023 -
The Vault - 7 Pillars of CS
Episode 276 • 39:33 • Jul 11, 2023 -
Want to Become a World Class CSM?
Episode 275 • 08:29 • Jul 3, 2023 -
The Vault - Where does Community fit into your Customer Success Strategy?
Episode 273 • 32:22 • Jun 26, 2023 -
Jay Nathan’s Take on CS
Episode 274 • 63:47 • Jun 19, 2023 -
Using Events to Strengthen Your Customer Experience
Episode 272 • 43:42 • Jun 12, 2023 -
The Vault - How CS Operations can Help Scale
Episode 271 • 32:04 • Jun 5, 2023 -
Renewals
Episode 270 • 46:09 • May 8, 2023 -
Focus on Your Customer
Episode 269 • 42:15 • May 1, 2023 -
Making Your CSMs Become Great Change Management Experts
Episode 268 • 07:08 • Apr 17, 2023 -
Meeting Prep is a Lost Art
Episode 267 • 08:01 • Apr 13, 2023 -
Building Predictability Into Your CS Organization
Episode 266 • 37:03 • Apr 10, 2023 -
Our CSMs Are Really Change Management Experts
Episode 264 • 39:08 • Apr 3, 2023 -
CSMs should be great change management experts
Episode 265 • 06:53 • Mar 30, 2023 -
10 Customer Churn Benchmarks for SaaS Leaders
Episode 263 • 50:11 • Mar 27, 2023 -
Churn Benchmarks
Episode 262 • 18:17 • Mar 23, 2023 -
Strategic, Tactical, and Operational
Episode 261 • 33:15 • Mar 20, 2023 -
Scaled CSMs Should Be Creating Content
Episode 260 • 08:08 • Mar 16, 2023 -
Scaled CS is Looking Alot Like Marketing
Episode 259 • 35:56 • Mar 13, 2023 -
QBRs Need an Overhaul
Episode 258 • 09:25 • Mar 9, 2023 -
Effortless Experience
Episode 257 • 46:37 • Mar 6, 2023 -
Delight vs Effort
Episode 256 • 16:37 • Mar 2, 2023 -
Trends in the Job Market Around B2B Tech
Episode 255 • 41:31 • Feb 27, 2023 -
We Need Our CSMs to Become More ”Strategic”
Episode 254 • 07:16 • Feb 23, 2023 -
Building Account Maps for Predictable Outcomes
Episode 252 • 38:55 • Feb 20, 2023 -
CSMs Should Not Learn to Talk to CFOs
Episode 253 • 07:20 • Feb 16, 2023 -
Scaled CS with Enterprise
Episode 251 • 54:41 • Feb 13, 2023 -
ChatGPT for Scaled CS
Episode 250 • 24:55 • Feb 6, 2023 -
Dirty Data
Episode 249 • 38:54 • Jan 30, 2023 -
The Impact of Understanding Customer Behaviors
Episode 248 • 30:56 • Jan 23, 2023 -
How to Strengthen Engagement Through Personalization
Episode 247 • 33:56 • Jan 16, 2023 -
The Impact of a CCO on CS
Episode 246 • 40:55 • Jan 9, 2023 -
The Vault - Customer Onboarding and Implementation Processes
Episode 245 • 37:25 • Jan 2, 2023 -
The Vault - Customer Success Metrics
Episode 244 • 36:56 • Dec 26, 2022 -
Going Deeper
Episode 242 • 59:01 • Dec 19, 2022 -
Community-Driven Success
Episode 243 • 42:55 • Dec 12, 2022 -
Impacting CS with Data
Episode 241 • 35:11 • Dec 5, 2022 -
Parenting Lessons for Customer Success
Episode 240 • 42:09 • Nov 28, 2022 -
The Vault - Building Advocacy
Episode 239 • 36:43 • Nov 21, 2022 -
Launching Office Hours
Episode 236 • 37:24 • Nov 14, 2022 -
Spotlight on Pendo’s Scaled CS Program
Episode 238 • 43:54 • Nov 9, 2022 -
CS Should Consider Leveraging Partners
Episode 237 • 40:55 • Nov 7, 2022 -
The Vault - Beyond the Traditional Thinking of Community
Episode 231 • 39:18 • Oct 31, 2022 -
Building Enterprise Customer Success
Episode 235 • 40:25 • Oct 24, 2022 -
The Vault - Tending to Your Community
Episode 232 • 37:25 • Oct 17, 2022 -
Intersection of Customer Marketing and Customer Success
Episode 234 • 41:54 • Oct 10, 2022 -
You Should Be Building Your Customer Community
Episode 233 • 37:25 • Oct 3, 2022 -
The Vault - All Aboard the Community Hype Train
Episode 228 • 37:25 • Sep 26, 2022 -
Me, a Leader? My journey towards making a mark
Episode 227 • 31:21 • Sep 19, 2022 -
Talking Books by Jay and Kristi
Episode 226 • 41:55 • Sep 12, 2022 -
What to do in Your First Days As a Customer Success Leader
Episode 225 • 37:45 • Sep 5, 2022 -
Building Culture for Your Customer Success Team
Episode 223 • 29:01 • Aug 30, 2022 -
Building Great Marketing Starts with Great Customer Success
Episode 222 • 54:13 • Aug 22, 2022 -
The Role of Marketing in Customer Success
Episode 224 • 35:54 • Aug 15, 2022 -
What to do in a Market Downturn
Episode 221 • 29:54 • Aug 8, 2022 -
How Monday.com Scales CS
Episode 219 • 47:36 • Aug 1, 2022 -
Let’s Get Rid of the QBR
Episode 220 • 39:48 • Jul 25, 2022 -
The Importance of Defining the CSM Role in Your Org
Episode 218 • 35:45 • Jul 18, 2022 -
Jay and Kristi Article Discussion -The Hardest Part of SaaS Companies at Each Stage”
Episode 217 • 44:52 • Jul 12, 2022 -
Importance of Developing the Front-Line of Customer Success
Episode 216 • 43:29 • Jun 28, 2022 -
Worlds colliding: PLG + Customer Success
Episode 215 • 43:51 • May 27, 2022 -
Leading the charge on digital-first customer success
Episode 214 • 53:05 • May 25, 2022 -
Around the Horn with Kristi, Jay, and Jeff
Episode 213 • 37:51 • May 24, 2022 -
CS Blueprint: Key Metrics for Customer Success
Episode 212 • 36:57 • May 18, 2022 -
Enabling a Customer-First Experience with Jeetu Mahtani
Episode 211 • 48:30 • Apr 26, 2022 -
Coast to Coast with Ben Shapiro
Episode 208 • 40:43 • Apr 14, 2022 -
Metrics, Metrics, Metrics
Episode 209 • 61:18 • Apr 12, 2022 -
Long Term Thinking in Customer Success
Episode 210 • 44:23 • Apr 12, 2022 -
Migrating Customers to a New Environment
Episode 207 • 30:07 • Mar 31, 2022 -
20 Minutes on the Clock - What Does Customer Success Do?
Episode 206 • 36:24 • Mar 30, 2022 -
Why you Should be Running an Advocacy Program and How to Get Started
Episode 205 • 30:09 • Mar 25, 2022 -
CS Blueprint: The Future of Technology and CS
Episode 204 • 38:18 • Mar 23, 2022 -
B2B Marketing Content for SaaS Folks w/ Yaagneshwaran Ganesh
Episode 203 • 41:14 • Mar 14, 2022 -
CS Blueprint: Creating Office Hours for your Customers
Episode 202 • 54:04 • Mar 11, 2022 -
Community in B2B
Episode 201 • 40:32 • Mar 9, 2022 -
CSM Mentorship and Hiring Tips / CSM Office Hours
Episode 200 • 25:05 • Mar 4, 2022 -
Year 2022 Planning w/ CSM Office Hours
Episode 199 • 27:56 • Feb 9, 2022 -
The Hiring Process w/ CS Leadership Office Hours
Episode 198 • 22:43 • Feb 7, 2022 -
From Education to SaaS Companies w/ Jeffrey See
Episode 197 • 41:03 • Feb 4, 2022 -
CS Blueprint: The Secrets To Scaling A Start-Up
Episode 196 • 42:23 • Feb 3, 2022 -
CS Blueprint: Leadership Lessons and Utilizing GitLab
Episode 195 • 41:35 • Jan 31, 2022 -
Churned Customers and Off-Boarding Plans w/ Anita Toth
Episode 194 • 37:12 • Jan 28, 2022 -
CS Blueprint: Webinars, Investing, and CX Predictions
Episode 193 • 47:09 • Jan 26, 2022 -
CS Blueprint: Amazon Outage, Compensation Survey & More
Episode 192 • 52:34 • Jan 25, 2022 -
CS Blueprint: Inspiring Leaders and Ideas
Episode 191 • 46:44 • Jan 21, 2022 -
Customer Success and General Counsel w/ Lisa Gilley
Episode 190 • 45:20 • Jan 19, 2022 -
CS BluePrint: CS Articles and Brainstorming
Episode 189 • 29:58 • Jan 17, 2022 -
CS Operations w/ Christine Lavery
Episode 188 • 39:39 • Jan 13, 2022 -
Customer Onboarding and Implementation Processes w/ Jordan Silverman
Episode 187 • 38:17 • Jan 12, 2022 -
Customer Education w/ CSM Office Hours
Episode 186 • 22:35 • Dec 29, 2021 -
The Center of Customer Experience w/ Rhonda Keller
Episode 185 • 38:55 • Dec 27, 2021 -
Customer Onboarding for Scale w/ Jeff Heckler
Episode 184 • 46:15 • Dec 22, 2021 -
Managing Global Teams w/ CS Leadership Office Hours
Episode 183 • 32:34 • Dec 20, 2021 -
Finding a Balance While Working Remote w/ CSM Office Hours
Episode 182 • 22:30 • Dec 8, 2021 -
Putting Your Buyers First w/ Amy Volas
Episode 181 • 43:07 • Dec 3, 2021 -
Difficult Customer Conversations w/ CSM Office Hours
Episode 179 • 30:16 • Nov 30, 2021 -
Building Relationships with Customers w/ CSM Office Hours
Episode 178 • 23:52 • Nov 24, 2021 -
Implementation and Onboarding w/ CSM Office Hours
Episode 177 • 28:30 • Nov 22, 2021 -
Going Above and Beyond w/ CSM Office Hours
Episode 176 • 29:39 • Nov 17, 2021 -
Customer Success Metrics w/ Ryanne Doumet
Episode 175 • 37:01 • Nov 15, 2021 -
Important Criteria for CSM Training w/ CSM Office Hours
Episode 174 • 28:21 • Nov 12, 2021 -
Customer Research The Right Way w/ Chris Walker
Episode 173 • 45:04 • Nov 10, 2021 -
Delivering Better Service w/ CS Leadership Office Hours
Episode 172 • 30:24 • Nov 5, 2021 -
The 10 Customer Commandments w/ Megan Bowen
Episode 171 • 40:56 • Oct 6, 2021 -
Utilizing Health Scores w/ Sean Fleming
Episode 170 • 38:07 • Oct 4, 2021 -
Creating More Brand Advocates w/ Gurdev Anand
Episode 169 • 40:21 • Sep 21, 2021 -
Enterprise Customer Success Without A Contract w/ Jacob Laufer
Episode 168 • 40:05 • Sep 17, 2021 -
Customer Success at Scale w/ Peter Armaly
Episode 167 • 53:17 • Sep 14, 2021 -
The Impact of Your Words w/ Linda Matthews
Episode 166 • 40:59 • Aug 30, 2021 -
SaaS as a Predominant Model for Business w/ Richard Owen
Episode 165 • 43:58 • Aug 27, 2021 -
Digital Customer Success w/ Dan Steinman
Episode 164 • 48:10 • Aug 18, 2021 -
Ways to Engage Non-Responders w/ CS Leadership Office Hours
Episode 163 • 41:48 • Aug 16, 2021 -
Driving Customer Engagement w/ CSM Office Hours
Episode 162 • 26:02 • Aug 13, 2021 -
Eat, Breathe, Sleep Customer Success w/ Maranda Dziekonski
Episode 161 • 45:51 • Aug 4, 2021 -
Customer Engagements w/ CS Leadership Office Hours
Episode 160 • 24:21 • Aug 2, 2021 -
Leveraging In-Product Feedback to Drive Engagement w/ CSM Office Hours
Episode 159 • 28:14 • Jul 30, 2021 -
Engagements Models and Segmentation w/ CS Leadership Office Hours
Episode 158 • 27:11 • Jul 28, 2021 -
Customer Engagement Touch Points w/ CSM Office Hours
Episode 157 • 27:25 • Jul 26, 2021 -
How to Think About Being A Leader w/ Steve Hopkins
Episode 156 • 42:47 • Jul 23, 2021 -
Using Health Scores to Drive Better Outcomes w/ CSM Office Hours
Episode 155 • 28:26 • Jul 21, 2021 -
Customer Success and Community w/ Kiely Monteiro
Episode 154 • 35:36 • Jul 9, 2021 -
Ask Me Anything w/ Kristi Faltorusso
Episode 153 • 33:23 • Jul 7, 2021 -
Success Plans with a Customer w/ CSM Office Hours
Episode 152 • 27:30 • Jul 2, 2021 -
Creating Valuable QBRs w/ Emily Garza
Episode 151 • 42:24 • Jun 29, 2021 -
Onboarding Processes w/ CSM Office Hours
Episode 150 • 23:26 • Jun 25, 2021 -
Customer Analytics and Reporting w/ CS Leadership Office Hours
Episode 149 • 25:29 • Jun 23, 2021 -
Customer Advocacy w/ CS Leadership Office Hours
Episode 148 • 22:57 • Jun 21, 2021 -
Acting Strategically w/ CS Leadership Office Hours
Episode 147 • 29:25 • Jun 18, 2021 -
Leveraging Internal Resources w/ CSM Office Hours
Episode 146 • 26:57 • Jun 16, 2021 -
The ”Outcomes Economy” w/ CS Leadership Office Hours
Episode 145 • 23:37 • Jun 14, 2021 -
Building Internal Relationships w/ CSM Office Hours
Episode 144 • 27:18 • Jun 11, 2021 -
CS Blueprint w/ Kristi Faltorusso: When Customers go Through a Merger or Acquisition
Episode 143 • 26:18 • Jun 9, 2021 -
Managing Difficult Customers w/ CSM Office Hours
Episode 142 • 27:34 • Jun 7, 2021 -
Escalation Models w/ Phil Davitt
Episode 141 • 25:20 • Jun 4, 2021 -
Building Segmentation w/ CS Leadership Office Hours
Episode 140 • 26:11 • Jun 2, 2021 -
Customer Education in the Software Space w/ Dave Darrington and Adam Avramescu
Episode 139 • 49:18 • May 31, 2021 -
Customer Success is Being Proactive w/ CSM Office Hours
Episode 138 • 24:43 • May 28, 2021 -
Capacity Planning for Front Line CSMs w/ Erika Villarreal
Episode 137 • 16:08 • May 26, 2021 -
Transforming a Business w/ Gemma Cipriani-Espineira
Episode 135 • 43:53 • May 21, 2021 -
CS Blueprint w/ Kristi Faltorusso: 10 Common Churn Reasons
Episode 134 • 28:41 • May 19, 2021 -
Challenges of Integrating New Tools w/ CSM Office Hours
Episode 133 • 26:37 • May 17, 2021 -
Org chart, organization, and political influencers w/ CS Leadership Office Hours
Episode 132 • 36:49 • May 14, 2021 -
Engage in Strategic Conversation w/ CSM Office Hours
Episode 131 • 27:48 • May 12, 2021 -
Diving Into Customer Marketing w/ Gal Biran
Episode 130 • 30:46 • May 10, 2021 -
Red Account Management w/ CS Leadership Office Hours
Episode 129 • 32:36 • May 7, 2021 -
The Center of Excellence w/ Scott K. Wilder
Episode 128 • 42:51 • May 5, 2021 -
Actionable Takeaways w/ CSM Office Hours
Episode 127 • 31:18 • May 3, 2021 -
The Seven Pillars of Customer Success with Wayne McCulloch
Episode 126 • 39:04 • Apr 30, 2021 -
What We’re Focusing on in Q1 w/ CS Leadership Office Hours
Episode 125 • 23:13 • Apr 28, 2021 -
In Product Experience
Episode 124 • 33:36 • Apr 26, 2021 -
Categorizing and Keeping Track of Current Customers w/ CSM Office Hours
Episode 123 • 25:41 • Apr 23, 2021 -
Building Advocacy w/ Kevin Lau
Episode 122 • 35:08 • Apr 21, 2021 -
Industry Expertise or CSM Skills? w/ CSM Office Hours
Episode 121 • 27:59 • Apr 19, 2021 -
All Aboard the Community Hype Train w/ Holly Firestone
Episode 120 • 37:50 • Apr 16, 2021 -
Metrics to Customer Success w/ CS Leadership Office Hours
Episode 119 • 27:34 • Apr 14, 2021 -
Beyond the Tradititional Thinking of Community w/ Mac Reddin
Episode 118 • 37:37 • Apr 12, 2021 -
CS Blueprint w/ Kristi Faltorusso: Rolling Out an Engagement Model
Episode 117 • 26:48 • Apr 9, 2021 -
Discussing Customer Scenarios w/ CSM Office Hours
Episode 116 • 26:34 • Apr 7, 2021 -
Tending to Your Community with Brian Oblinger
Episode 115 • 37:55 • Apr 5, 2021 -
Completing a CS Certification and was it worth it? w/ CSM Office Hours
Episode 114 • 28:03 • Jan 26, 2021 -
CS Blueprint w/ Kristi Faltorusso: When to transition an account
Episode 113 • 26:52 • Jan 22, 2021 -
How profitability is impacting customer success w/ CS Leadership Office Hours
Episode 112 • 27:38 • Jan 20, 2021 -
Community is no longer an after-thought for your customers w/ Dani Weinstein
Episode 111 • 38:38 • Jan 18, 2021 -
Building relationships to prevent churn w/ CSM Office Hours
Episode 110 • 26:37 • Jan 7, 2021 -
Prioritizing moments of truth with your customer w/ CS Leadership Office Hours
Episode 109 • 24:24 • Jan 3, 2021 -
What subject line do you use to increase NPS Participation Rate w/ CSM Office Hours
Episode 108 • 16:04 • Jan 1, 2021 -
Diversity Equity Inclusion: Unconscious bias w/ James Parker
Episode 107 • 41:19 • Dec 9, 2020 -
Finding the motivators of your champion w/ Kristine Vallila
Episode 106 • 35:48 • Dec 7, 2020 -
Leverage Customer Segmentation for Account Growth and Retention w/ Bertil Weil
Episode 105 • 52:45 • Dec 6, 2020 -
Keeping stakeholders engaged w/ CSM Office Hours
Episode 104 • 15:16 • Dec 4, 2020 -
What do you report to your board of directors w/ CS Leadership Office Hours
Episode 103 • 19:56 • Dec 2, 2020 -
The relationship between customer success and product marketing w/ Daniel Murphy
Episode 102 • 31:35 • Nov 27, 2020 -
Identify Time to First Value w/ CS Leadership Office Hours APAC
Episode 101 • 31:31 • Nov 25, 2020 -
Ways to keep stakeholders engaged w/ CSM Office Hours
Episode 100 • 30:35 • Nov 23, 2020 -
Building a family through community w/ Jared Robin
Episode 99 • 46:06 • Nov 20, 2020 -
Building a relationship with your finance leader w/ CS Leadership Office Hours
Episode 98 • 29:17 • Nov 18, 2020 -
How to measure tangible customer outcomes w/ CSM Leadership Office Hours
Episode 97 • 26:29 • Nov 16, 2020 -
Building a culture of customer success w/ Sydney Strader
Episode 96 • 30:51 • Nov 13, 2020 -
Where should CSMs be spending their time with customers w/ CS Leadership Office Hours
Episode 95 • 28:14 • Nov 12, 2020 -
You can still achieve customer success while growing w/ Gaetano DiNardi
Episode 94 • 33:58 • Nov 11, 2020 -
Getting customers to take ”free training” w/ CSM Office Hours
Episode 93 • 29:46 • Nov 3, 2020 -
What is customer success in product-led growth w/ Blake Bartlett
Episode 92 • 33:48 • Nov 1, 2020 -
Building compensation models for CSMs w/ CS Leadership Office Hours
Episode 91 • 39:04 • Oct 31, 2020 -
How to get in touch with accounts that have gone silent w/ CSM Office Hours
Episode 90 • 33:17 • Oct 29, 2020 -
Where does Community fit into your customer success strategy w/ Joe Huber
Episode 89 • 31:07 • Oct 27, 2020 -
Customer Communications w/ Kristi Faltorusso
Episode 88 • 27:15 • Oct 22, 2020 -
Technical account managers w/ CS Leadership Office Hours
Episode 87 • 31:05 • Oct 20, 2020 -
Moments to delight and deliver for your customer w/ Kristi Faltorusso
Episode 86 • 22:12 • Oct 16, 2020 -
CS Leadership Workshop w/ Nils Vinje of 30 Day Leadership
Episode 85 • 50:47 • Oct 14, 2020 -
Building relationships with key stakeholders w/ CSM Office Hours
Episode 84 • 31:25 • Oct 12, 2020 -
Conducting churn analysis w/ Anita Toth
Episode 83 • 18:12 • Oct 9, 2020 -
The Advocacy Well w/ Ari Hoffman
Episode 82 • 39:27 • Oct 8, 2020 -
Customers care about 3 things w/ Amy Volas
Episode 81 • 36:00 • Oct 5, 2020 -
How to keep building trust with clients w/ CSM Office Hours
Episode 80 • 32:36 • Sep 28, 2020 -
Where to start with customer success technology
Episode 79 • 55:46 • Sep 27, 2020 -
What are key playbooks you should have in CS w/ Kristi Faltorusso
Episode 78 • 31:31 • Sep 25, 2020 -
Building success plans on the front lines w/ CSM Office Hours
Episode 77 • 51:01 • Sep 22, 2020 -
Leading through setbacks and failures w/ CS Leadership Office Hours
Episode 76 • 51:41 • Sep 17, 2020 -
Prioritizing customers when you have a book of business in SMB and Enterprise w/ CSM Office Hours
Episode 75 • 51:57 • Sep 16, 2020 -
Going back to the early days of subscription businesses w/ Robbie Kellerman Baxter
Episode 74 • 33:42 • Sep 13, 2020 -
Do you have renewal managers w/ Kristi Faltorusso
Episode 73 • 33:59 • Sep 10, 2020 -
Racial Diversity in Customer Successs w/ Matt Myszkowski
Episode 72 • 50:39 • Sep 8, 2020 -
Women in customer success webinar w/ Matt Myszkowski & Friends
Episode 71 • 50:47 • Sep 3, 2020 -
30-Day Leadership Playbook w/ Nils Vinje
Episode 70 • 37:37 • Sep 1, 2020 -
Gender Equality in customer success w/ Matt Myszkowski & Friends
Episode 69 • 48:09 • Aug 28, 2020 -
Your 90-Day Customer Success Priorities w/ Sara Masson
Episode 68 • 32:42 • Aug 26, 2020 -
Customer success is critical to building a valuable SaaS business w/ Rav Dhaliwal
Episode 67 • 36:42 • Aug 24, 2020 -
Building and scaling customer success w/ Nicholas Tyson
Episode 66 • 35:42 • Aug 21, 2020 -
Building out your tech touch model w/ Alex Tran
Episode 65 • 25:36 • Aug 19, 2020 -
Recruiting and hiring in B2B SaaS customer success w/ Laura Wilson
Episode 64 • 27:49 • Aug 17, 2020 -
Driving towards predictable renewals w/ Kristi Faltorusso
Episode 63 • 34:31 • Aug 14, 2020 -
Building a culture of employee success and customer success w/ Casey Graham
Episode 62 • 42:05 • Aug 13, 2020 -
How CSMs can maintain relationships during implementation and onboarding | CSM Office Hours
Episode 61 • 49:07 • Aug 12, 2020 -
Putting the customer at the center of your business w/ Andy Burden & Steve Budd
Episode 60 • 30:54 • Aug 7, 2020 -
Level up your relationships by asking open-ended questions w/ Bob London
Episode 59 • 37:13 • Aug 5, 2020 -
How to keep customers engaged during enablement and education w/ Alex Turkovic and Samma Hafeez
Episode 58 • 21:30 • Aug 3, 2020 -
How to create smooth account transitions w/ Kristi Faltorusso
Episode 57 • 36:14 • Aug 1, 2020 -
Higher Logic acquires Customer Imperative at the intersection of community and customer success
Episode 56 • 19:58 • Jul 29, 2020 -
A Chief Customer Officer can own Sales? w/ Adam Feigenbaum
Episode 55 • 46:10 • Jul 27, 2020 -
Customer success is the closest to the customer w/ Kristi Faltorusso
Episode 54 • 35:54 • Jul 24, 2020 -
Make your customer relationships more personal w/ Ethan Beute
Episode 53 • 38:03 • Jul 22, 2020 -
Building customer engagement through podcasts, content and community w/ Logan Lyles
Episode 52 • 27:00 • Jul 17, 2020 -
Creating customer success w/ Daniel Cattini and Alex Truman
Episode 51 • 73:22 • Jul 15, 2020 -
How should a company set up the organization to ensure customer success w/ Kristi Faltorusso
Episode 50 • 31:24 • Jul 9, 2020 -
The sales to customer success transition within B2B SaaS w/ Dave Duke, MetaCX
Episode 49 • 07:54 • Jul 7, 2020 -
Creating ’Channel’ and ’Partner’ success programs w/ Megan Macaluso
Episode 48 • 34:27 • Jun 30, 2020 -
Be the quarterback in B2B SaaS w/ Jake Dunlap
Episode 47 • 34:25 • Jun 24, 2020 -
Q&A w/ Kristi Faltorusso: GGR Launch, VOC Program, Customer Advisory Board, Account Ownership
Episode 46 • 36:42 • Jun 22, 2020 -
Building customer success for Enterprise B2B SaaS w/ Matt Myszkowski
Episode 45 • 34:53 • Jun 20, 2020 -
Customer success managers can get more strategic w/ Bob London
Episode 44 • 43:05 • Jun 16, 2020 -
Launching a community for Customer Success Leaders
Episode 43 • 10:37 • Jun 11, 2020 -
Q&A w/ Kristi Faltorusso: Relationship mapping, relationship dependency, & customer support and customer success
Episode 42 • 34:53 • Jun 8, 2020 -
Q&A w/ Kristi Faltorusso: Joining a new organization, evaluating talent, the customer journey
Episode 41 • 31:20 • Jun 2, 2020 -
’Sales’ and ’Customer Success’ in SMB B2B SaaS | Justin Welsh, The Official Justin
Episode 40 • 34:50 • May 27, 2020 -
Q&A w/ Kristi Faltorusso: Joint Success Plans, Customer Marketing and What makes a healthy customer
Episode 39 • 59:08 • May 25, 2020 -
Marketing strategy and metrics need to adapt within B2B SaaS | Chris Walker, Refine Labs
Episode 38 • 32:55 • May 20, 2020 -
Building the relationship between customer success and finance | Jane Graham, Kronos
Episode 37 • 23:39 • May 8, 2020 -
Leading indicators for churn | CS Leadership Office Hours
Episode 36 • 26:48 • May 4, 2020 -
Onboarding: the critical milestone in B2B SaaS | Donna Weber, Springboard Solutions
Episode 35 • 35:09 • May 1, 2020 -
Customer success delivering outcomes | Dave Duke, MetaCX
Episode 34 • 09:20 • Apr 28, 2020 -
How customer success teams can leverage ’Success Plans’ | Dave Duke, MetaCX
Episode 33 • 11:48 • Apr 24, 2020 -
Sales transition and tools for collaboration between customer success and product | CS Leadership Office Hours
Episode 32 • 44:08 • Apr 21, 2020 -
Building community within your B2B SaaS industry
Episode 31 • 20:20 • Apr 20, 2020 -
Connecting Customer Success and Finance in B2B SaaS | Carl Yost, Black Diamond Advisory
Episode 30 • 24:25 • Apr 16, 2020 -
Internal Communication and Board Reporting during COVID
Episode 29 • 18:35 • Apr 13, 2020 -
Building relationships during uncertain times | ClientSuccess Webinar
Episode 28 • 55:33 • Apr 10, 2020 -
How the job market will impact companies and individuals
Episode 26 • 15:00 • Apr 8, 2020 -
Changing metrics and strategies | CS Leadership Office Hours
Episode 27 • 47:43 • Apr 8, 2020 -
Contract flexibility options to discuss with your team | CS Leadership Office Hours
Episode 25 • 48:25 • Apr 2, 2020 -
Customer engagement during the COVID pandemic | CS Leadership Office Hours
Episode 24 • 48:09 • Apr 2, 2020 -
Setting up a health score that means something | Chris Hicken, ’nuffsaid
Episode 23 • 36:14 • Mar 27, 2020 -
Contract levers to use during SaaS negotiations
Episode 22 • 20:10 • Mar 23, 2020 -
The impact in the SaaS business community
Episode 21 • 15:53 • Mar 20, 2020 -
Customer Feedback Programs | Steve Bernstein, Waypoint Group
Episode 20 • 16:19 • Mar 4, 2020 -
Scaling customer success with technology (Katie Yagodnik, Monster)
Episode 19 • 28:36 • Feb 26, 2020 -
Bringing improv into the business world (Gail and Bruce Montgomery, ExperienceYES)
Episode 15 • 32:38 • Jan 21, 2020 -
Giving voice to the customer to drive strategy (Lauren Culbertson, LoopVOC)
Episode 16 • 27:02 • Jan 21, 2020 -
Marrying together product and customer success (Abby Hammer, ChurnZero)
Episode 17 • 28:18 • Jan 21, 2020 -
Integrating customer success (Stacie Ward, Red Canary)
Episode 18 • 30:04 • Jan 21, 2020 -
How customer success operations can help scale (Jennifer Kirkland, Conversica)
Episode 14 • 32:38 • Dec 4, 2019 -
Scaling customer success (Nalu Medeiros, foreUP Golf)
Episode 13 • 34:59 • Nov 22, 2019 -
How can marketing help partner with customer success (Cindy Zhou, LogRhythm)
Episode 12 • 33:11 • Nov 8, 2019 -
What is Customer Success Webinar w/ Jeff Breunsbach
Episode 11 • 21:59 • Oct 30, 2019 -
Marketing to our current customers (John Wood, 3 Point LLC)
Episode 10 • 17:57 • Oct 28, 2019 -
Focusing on outcomes that customer success can help drive (Drew Kelley & Dave Duke, MetaCX)
Episode 7 • 34:24 • Oct 16, 2019 -
Starting customer success from the ground-up (Carrie Gregg, Ministry Brands)
Episode 8 • 32:12 • Oct 16, 2019 -
Building customer success Operations with Jason Conrad
Episode 9 • 25:46 • Oct 16, 2019 -
The basics of managing customer success managers (Danielle Weinblatt, Entelo)
Episode 6 • 29:44 • Oct 2, 2019 -
Cross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 2))
Episode 4 • 20:25 • Sep 30, 2019 -
Cross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 1))
Episode 5 • 33:46 • Sep 30, 2019 -
Customer success at the core (Lincoln Murphy, sixteenventures.com)
Episode 1 • 48:45 • Aug 10, 2019 -
Prioritizing customer success operations (Carlos Quezada, Aruba Networks)
Episode 2 • 38:26 • Aug 10, 2019 -
Customer centric processes for customer success (Dave Blake, CEO of Client Success)
Episode 3 • 19:31 • Aug 10, 2019
Select an episode to play
Share podcast
Gain Grow Retain
Gain Grow Retain