Gainsight GameChanger Podcast

In this season finale, our special guest is John O'Melia, CCO at Contentsquare, one of the world's leading and fastest-growing SAS digital experience analytics platforms. John describes how Customer Success works in a company destined to scale exponentially, discussing the strategies he follows and challenges he overcomes with the help of his teammates. Listen to the final episode of a second season full of lessons learned and groundbreaking perspectives. Jump straight into: (04:38) - Being the CCO of a fast-growing software company - “I take responsibility for everything post-sales. We look at implementing customers, getting them onboarded, introducing the success team and the customer success managers' education.” (06:39) - What is Contentsquare's key to effectively scaling its business? - “We're able to analyze that information and really surface insights to our customers in terms of what users are doing on that website.”  (09:04) - How has customer success evolved to meet the challenge of that growth? - “It's like we have a train that's moving at a hundred miles an hour and we're trying to change the wheels on the train as it's hurtling down the track.” (13:30) - Making sure customers are truly at the heart of a company's culture - “We have touchpoints with our customers so we can sense something's not going quite to plan before it becomes an issue and take action very early.” (16:55) Standardization challenges in the management of companies with different visions - “You may have a different personality in France to the UK or the US but you've got to have a common underpinning and consistent global experience”.  (19:03) Why CS technology matters now more than ever - “As we acquire companies, if they don't have Gainsight, then we introduce that and we roll that out and we spend a lot of time harmonizing our common identity and having a consistent methodology.” Resources Connect with https://www.linkedin.com/in/omeliajohn/ (John) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Adopting a Customer Success methodology that's able to scale efficiently requires a deep understanding of workflows, people, and tools capable of ensuring an empathetic experience for clients and customers. Today we have a conversation with Tom Vane, Head of Customer Success at Totaljobs, to explore more on these components and learn about the overall performance results and benefits within a complete CS strategy adaptation. Join us in this episode full of CS leadership insights and inspiring stories from Tom and his work at Totaljobs. Jump straight into: (04:44) - Time for adaptation: Realizing your company needs a CS team and plan - “A customer's decision is now based on the all-round experience they have from the moment they talk to you all the way through to that renewal conversation and rendering.” (10:12) - Establishing processes, workflows, and customer journey maps - “We had to look at the individual customer segments and say: What do we need to improve the experience for these customers when they're working with us on a day-to-day basis?”  (13:33) - Effective CS team leadership: Selecting the right skill sets and values - “You need people able to get in front of clients and articulate things, but also be able to turn internally and have those conversations with other internal teams.” (17:12) - The perks of dedicated CS technology implementation - “We needed something that brought all our data together and that allowed us to communicate en masse to different segments of customers. We needed that help and support to be able to scale as efficiently.” (21:29) - The outcomes of a complete CS strategy execution - “The impact that we've been able to have on customer sentiment and loyalty has grown 300%.” Resources Connect with Tom via https://www.linkedin.com/in/tom-v-179a65a9/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Have you tried creating your personal brand? In this episode we talk to Dana Soza, Founder and CEO at Dana Soza Customer Solutions and 2021 Top 100 Customer Success Strategist, delving into some smart alternatives to optimize the search process for an ideal profile, both for an employer and an employee. She also shares with us her life purpose, how she found it, and how it has allowed her to position herself as one of the best talents in the world of Customer Success. Listen and find out the formulas for understanding what it takes to find or become the ideal employee, and how you can match with the company that best aligns with your priorities, skills, and interests. Jump straight into: (02:09) - Dana's backstory recognizing her life purpose - “I ended up teaching in Madrid, Spain, and that was when I realized what really lit me up in life was to make a marked difference in other people's lives.” (08:55) - Transforming the laws of Consumer Success into Employment Success - “I started pulling books off the shelf and I thought: how can I use the knowledge that's in here to help me stand out as an applicant while also helping those people who are trying to find a job as well?”  (12:40) - Dana's solutions on how to find the right employer in the rapidly growing CS world - “I created this way-to decision matrix to whittle down what's most important to you in a company, and that will allow the research to find those companies that match what's important to you.” (16:55) - Tools and mechanisms to choose the right role beyond descriptions and keywords - “You can actually look at your comp plan to understand why your role exists.” (23:15) - Documenting your own resources is a great asset - “These are the types of engagements that you want to be able to document while you're on the job so that you can use them and talk about them in stories when you're trying to look for a new one.” (25:33) The benefits of automation for employees and employers - “These types of tools are automation tools to make it easier to find those potential candidates.” Resources Connect with https://www.linkedin.com/in/danasoza/ (Dana) via https://www.linkedin.com/in/danasoza/ (LinkedIn) https://www.danasoza.com/ (Dana Soza | Customer Success Consulting Firm) https://www.pwc.com/c1/en/assets/downloads/personal_brand_workbook.pdf (PWC Personal Brand Workbook) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Whether it's a startup or a long-established enterprise, for every company culture is important because it binds the whole organization together and serves as the fuel for an active, healthy, and successful work team. In this episode, our guest Eduardo Amorim, Global Head of Customer Success at Sendcloud, shares some useful insights to understand which factors contribute in developing a CS Culture that is able to regenerate, grow and adapt to new kinds of frameworks while acknowledging and optimizing the company's priorities. Jump straight into: (04:59) - Foundational aspects to grow a winning customer success culture - “We have three main pillars: People first, culture second and the third one is business.” (08:39) - How to build an evolving framework - “Making sure that the entire team will actually achieve the vision and be excited about it.”  (15:30) - Encouraging team members to step forward through an entrepreneurial approach - “If it works out and if it's successful, you run with it and you'll be in the forefront of the celebration.” (18:08) - Culture challenges within hybrid environments - “We allow ourselves the moments to bond and to get to know each other behind the results.” Resources Connect with https://www.linkedin.com/in/eduardo-a-b4468459/ (Eduardo) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Whether it is the growth in the number of people now working in CS departments or the 20,000 attendees to the most recent Pulse Everywhere event, Customer Success is only getting bigger and better. What does Customer Success look like and feel like in other models like B2B, public sector, or higher education? In today's episode, CS strategist, influencer, and Director of Customer Success Solutions at MarketSource, Jeffrey Heckler joins us to chat about the new models of customer success, how we continue to understand customers through technology, and the effects of growing CS in day-to-day life. Listen now to what this expert has to say about the present and future of the industry! Jump straight into: (01:00) - Who is Jeffrey Heckler? A CS strategist, influencer, and runner - “We are the global leader in sales innovation processes and have been for 46 years. And so what we're doing now is bringing customer success to the enterprise fortune 500 focused.” (05:33) - How CS has evolved within organizations - “CS principles, philosophies and practices can modernize historic older models of sales and how they can bring out the entire customer life cycle beyond just journey mapping.” (08:59) - Holistically understanding your customers with technology - “You take all the data and then you pad it with storytelling. And so you draw with your visuals on the data, but then you have the real attributes of what your customer's telling you.” (13:52) - New and better data and the next generation of CM's - “It's like everything else that we see in CS, the problems become these amazing solutions for adventure.” (15:32) - Using CS as the glue that holds businesses together - “You can standardize some practices and processes and we can start to put some rigor and integrity in our work and then streamline and automate.” (17:57) - Customer Success's effects in day-to-day life - “Any frequent flyer program, any key chain where you have a gym tag on it, it's about the membership. It's about the relationship. It's about people with people.” Resources Connect with Jeff through https://www.linkedin.com/in/jeffheckler/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

How and when is it the right time to engage with our customers? Rule #1: Customer engagement should never have a cookie-cutter approach. In today's episode, our host is joined by Flexential's Senior Manager of Customer Success Operations and Senior Director of Customer Experience Strategy, Jessica Owens, and Mike Garret, to deep dive into the best practices of a powerful customer engagement strategy. Throughout this episode, Jessica and Mike share the best practices that have allowed Flexential to set themselves apart from their competitors, the importance of taking action based on feedback, and how a strategy-and-technology perspective can throw off results from one quarter to the very next. Listen now to improve your customer engagement strategy, and establish a real and strong relationship with your customers and CSMs, starting today. Jump straight into: (00:40) - Get to know our guests: Jessica Owens and Mike Garret- “I decided to continue down the operations path and have loved it ever since!”  (07:03) - Not your typical CS model: On Flexential's unique framework - “Our challenge was really: How do we create value in an industry that's really commoditized?” (11:16) - Reaching the epitome of Customer Success through feedback and careful planning - “The CSM is going to have to be more in the driver's seat as far as how and when they're going to engage with the customer.” (17:25) - On Flexential's improvement and future - “When we first kicked this off, we were only talking to 23% of our customer base in Q2. This quarter that we just closed out, we're over 75%. That is an amazing increase.” Resources Connect with Jessica through https://www.linkedin.com/in/jessicaowens-5261/ (LinkedIn) Connect with Mike through https://www.linkedin.com/in/michaelbgarrett/ (LinkedIn) https://www.flexential.com/ (Flexential) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

During the last 18 months organizations have started to focus on introducing digital customer success strategies not only for their higher-paying customers but for the long tail of smaller buyers. One of the organizations that has done a great job in bringing this program to life is Sitecore. In today's episode Global Vice President Customer Success and Renewals at Sitecore, Lara Barnes joins us to chat about their experiences implementing this new high digital touch customer success strategy, how they got everyone on board, and the way they've been iterating the original plan to suit companies in a better way. Listen now and learn how this huge company with thousands of customers is revolutionizing customer success through automation without losing the human touch.  Jump straight into: (00:56) - Who is Lara Barnes and her work in CS at Sitecore - “There's been a huge investment in customer success since our CEO came in 12 months ago as he saw some of the really fantastic work that we're doing.” (06:47) - Developing digital touch CSM: A scale data-driven model - “The digital strategy is built on the company's ability to capture and manage and take action on data. And that's the most important piece.” (10:34) - An automated but also human-to-human onboarding - “It can't just be an automated onboarding, it has to be combined with human interaction, somebody calling them and taking them through an onboarding as well as providing them with different materials.” (13:57) - The processes and management of customers on high digital touch - “We knew how we were going to measure ourselves and what indicators we're going to have in order to understand whether we are doing a decent job for those customers.” (17:19) - Rethinking and pivoting the original plans - “We have a very clear understanding of what many of our customers are trying to achieve and where the gap is and what we need to fulfill.” (20:03) - The importance of having the right tech available - “You've just helped us accelerate that journey in using Gainsight. It's all there. It's just how you want to use it.” Resources Connect with Lara through https://www.linkedin.com/in/larakelly/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Software AG, one of the biggest software businesses in Europe, recently faced a huge transformation that shook up its 10,000 enterprise customers in over 70 countries and almost 5,000 employees. To talk about the massive Helix Project we talked to Andrew Cutler, Strategy, Transformation, and Customer Success Leader at Software AG. Andrew shares his experience transitioning from a perpetual licensed business model to a subscription one, and how customer success played a strategic role in this change. As Andrew points out, customer success in a proper subscription model is completely vital. Listen now and learn how AG made this huge transformation and what CS strategies helped them bring everyone on board. Jump straight into: (00:56) - Andrew's background and his role in Project Helix's big transformation - “I spend a lot of time rolling out customer success and running that here at Software AG.” (05:37) - Going from a perpetual licensed business model to a subscription one - “You cannot expect too much of a variance between what your goals are as a company commercially, and what your customers are getting from the software.” (09:14) - How to make a case for customer success - “You need to be able to show what is the incremental impact to some kind of financial metric.” (11:39) - Andrew's learnings from Project Helix - “We're on all fronts pretty far ahead of where we thought we would be right now, we did a lot of comparisons looking at other companies that have made this shift before.”  (13:59) - The importance of customer success in this big transformation - “Our ability to help our customers with the adoption data that they want to see in our business lines has reached full coverage of our cloud customers.” (17:31) - How product-led customer success can optimize your processes - “The realization over the last year is that through product-led customer success and a partnership between the teams, we actually don't need heavy-duty CSM engagement on free trials.” Resources Connect with Andrew through https://www.linkedin.com/in/acutler/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

In the age of hyper-growth for customer success, it is vital to have solid foundations over which you can build and expand. What are the pillars that will ensure a good alignment once your team has grown to dozens or even hundreds of people? Are these foundations the same for every company? In this episode of Gainsight Gamechangers, Henry Trevelyan Thomas, Vice President of Customer Success at Tessian joins us to chat about his blog article https://www.tessian.com/blog/building-a-customer-success-team/ (Building a Customer Success Team: 5 Pillars of Success). Henry walks us through each one of the 5 pillars: People, customer, growth, community, and product, and tells us how to implement them and whether this model could apply to other industries. Listen now to learn how getting these five principles right can skyrocket Customer Success in your business.  Jump straight into: (00:55) - Who is Henry Trevelyan Thomas and his role at Tessian - “When I joined, we were around five people sitting around one table. And we've now scaled to around 200 people split across both the US and London.” (04:40) - How to find alignment between the team, leadership, and CS - “There are so many overlaps with other areas of the organization. It can be really hard to know what you should and shouldn't be doing.” (06:11) - Pillar # 1: People & people satisfaction - “Once every one of the team starts to realize that anyone can instigate change, everyone gets with the mindset of thinking like a business owner and a leader.” (10:46) - Pillar #2: Customer Health - “Customers are only as healthy as they think they are. This is where the gut feel from the CSM really needs to come in, it requires the CSM to have great empathy and awareness of what's happening in the account.” (14:11) - Pillar #3: Customer Growth & Onboarding - “If we nail onboarding for a customer, we have so much confidence in our product and the value that it provides that we know they're going to see value in the first couple of weeks.” (18:02) - Pillar #4: Community Building - “I do think the community aspect of it and being plugged into that network is super important as well in order to help them in our world and mature their customer success strategy.” (21:22) - Pillar #5: Product Enablement - “Our customers can no longer afford to spend hours on the phone or in a meeting trying to figure out how to do a specific thing within the product. And it's on us to figure out how we remove friction.” Resources Connect with Henry via https://www.linkedin.com/in/henry-trevelyan-thomas-991a0861/ (LinkedIn) https://www.tessian.com/blog/building-a-customer-success-team/ (Building a Customer Success Team: 5 Pillars of Success) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Only a few years ago there was only one role in the customer success world, Customer Success Manager. But as things have evolved and success has become more specialized, a bunch of new roles have popped up in this space. To talk about how to navigate your career in the customer success world, we invited Rachel Provan, Customer Success Director at Doodle to join us. Rachel shares her views on specialization CS roles, the most common challenges her mentees face in companies and what is the future of CSMs. Is it true that they could be the next CEO's? Listen now to get a glimpse of the new expanding market of customer success and catch some tips on how to join it! Jump straight into: (00:55) - Who is Rachel Provan? Her role at Doodle and her favorite movie for rainy days - “What I really love about it is that the focus is not just on scheduling meetings, but really on owning your time and that's something that it's easy for us to lose during the pandemic.” (03:59) - An exciting time for new specialist roles in customer success - “People are finally starting to understand the value that it's not just about making your customers happy, it actually drives value and drives revenue.” (06:10) - Some advice for people starting out in this sector - “There are so many different paths to take and I think something that's really important to point out is that you're not limited just because you're not a generalist.” (08:39) - Some of the most common challenges for CS mentees in new companies - “It's rare to find companies that really understand customers' success and what it can do.” (13:40) - The path up the CS ladder - “It's important to show upper management the need for those roles, because a lot of the time you'll need them to be created for you, for them to even exist.” (16:37) - What kind of background should a CS have? - “Do the research and learn on your feet. If you're able to demonstrate that you know how to do the skill that they don't, which is customer success, I don't think it's much of a blocker.” (18:50) - Are CSMs the CEOs of the future? - “The most important thing is to make sure that you like what you're doing, that you're not just doing it because you can move up and have that be the end goal.“ Resources Connect with Rachel vía https://www.linkedin.com/in/rachelhprovan/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

How can you deliver and demonstrate business value to a wide range of different personas? Everyone has a different idea of what success means and meeting every standard can be really challenging. To help us understand the “outcome gap”, our host Adam Joseph sits with  Rav Dhaliwal, Investor, and Venture Partner at Crane Venture Partners. Rav talks about how to contain the outcome gap, where it probably comes from, and shares a few resourceful solutions to implement in wobbly situations. Plus, he and Adam discuss the importance of educating the customer in orienting their goals and discuss their top three predictions for the future of Customer Success. Listen now and learn from these experts how to maintain a healthy relationship with your buyer and do your best to meet their needs and expectations!  Jump straight into: (0:51) - Who is Rav Dhaliwal: A recovering software executive  - “I often say to people that I've gone from being in the customer success business to the founder success business.” (03:29) - 3 of Rav's and Adam's predictions for customer success and some of its challenges - “I think the challenge is that what it takes to make a customer successful is highly contextual; it's going to vary from business to business and from product to service.” (09:16) - The “outcome gap”: Meeting the expectations of different personas in every sale - “Organizational structure and the size of organizations are essentially why we see that problem, and I think that problem gets compounded with the way that we sell.” (15:48) - Some wobbly situations and how to contain the outcome gap - “In order to make that awareness you have to keep reinforcing that message. And one of the best ways to reinforce that message is to be able to articulate what your solution is delivering to their business.” (22:26) - Do we know what they want? KPI's and measurements of a success plan - “When a buyer or customer has something very vague or incredibly high level, sometimes you have to help them deconstruct and actually educate them on what are the metrics that matter.” Resources Connect with Rav through https://www.linkedin.com/in/ravinderdhaliwal/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Onboarding is the most critical part of the customer journey, get it wrong and you're behind the eight ball from the very beginning. In today's episode, our host Adam Joseph talks to the President and Customer Onboarding Leader at Springboard Solutions, and author of the book Onboarding Matters, Donna Weber. Adam and Donna chat about her book, the importance of delivering true value to customers, and some key metrics to measure success. Listen now to learn some new practices on helping your customer get value since day one from an absolute onboarding expert.  Jump straight into: (00:44) - Donna Weber's process writing her amazing book Onboarding Matters - “Writing a book is very insular, you're on your own, but suddenly it's out in the world and people are benefiting and sharing ideas. It is so rewarding.” (04:41) - When should onboarding begin and end? - “It needs to be about relationships. It needs to be about making sure you're capturing their goals and then making sure that they're meeting them. It's all about value.” (09:19) - Donna's advice on delivering value at scale - “Every account is different at some point, but in order to get to some basics, you might need to make things more similar rather than different.” (13:57) - Pros & cons of having an implementation team and key metrics for measuring success  - “Logging in is not value. It really needs to be something that is meaningful to the customer, something that is going to drive them to want to use your product more.” (20:56) - Meeting the customers' increasingly high expectations - “As your company changes, as your products change, as your users change, you will need to always be adjusting, that's why it's so important to listen to customers.” Resources Connect with Donna through https://www.linkedin.com/in/donnaweb/ (LinkedIn) https://www.amazon.com/Onboarding-Matters-Successful-Companies-Transform-ebook/dp/B091BH8SZ1 (Onboarding Matters by Donna Weber) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Topic: Pooled CS Model One hotly discussed topic in the CS world today: How can you effectively work with different types of customers? There are very innovative ways companies have approached this, one of which was recently fathomed by Brazilian RD Station. In today's episode, Customer Success Executive Director of RD Station, Erika Tornice, joins us to chat about the Pooled Customer Success Model. What is it? How did it come to be? Plus, some early-on observations her team is ready to work with for further iterations. Join in and listen to how this innovative model may be changing the game of the Customer Success industry.  Jump straight into: (00:33) - Who is Erika Tornice?: Her 20 plus background in Customer Success and  her recent Game Changer Award - “I am managing a team of about 150 people who deliver outcomes to our RD Station customers every day.” (06.27) - What is a Pooled CSM, and how did they come up with it? - “For our key accounts, we still have the Dedicated CSM model, but then for the 70% of our base of customers, we moved it to this Pooled Model”. (12:53) - External and internal reactions: How was this model received? - “CSM's saw this as an opportunity for them to specialize and deliver a better experience to our customers.” (17:12) - Too many cooks in the kitchen? Risks on the model - “We can demonstrate to the team when things don't go as we plan, what's the impact of that on the customer so that we continue reiterating along the way.” (21:18) - Are there improvements to be made? - “There are learnings on both sides that I think we have the opportunity to iterate and be more effective.” Resources Connect with https://www.linkedin.com/in/erikatornice/ (Erika) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Customer value is a crucial part of any business. Making sure your product is helping your clients achieve their goals is important. But how do you gather this information and use it correctly? In this episode of The Gamechanger Podcast, our host Adam Joseph sits with Christophe Labreure, Vice President of Customer Success at Nexthink, to talk about a widely used term: customer value. Christophe tells us his definition of customer value, the importance of quantification, and how to recognize achievable value. Plus, he shares why too much focus on value can be counterproductive. Join this conversation and learn from this expert the best practices around value from a CSM.  Jump straight into: (00:53) - Customer value: What it is and why it isn't easy to achieve - “It's all about providing customer value by helping your customer achieve their goals using your products or services.” (02:26) - Who is Christophe and what is his work in Nexthink - “Our objective is to proactively reduce the number of incidents any user is facing by using a computer. Less incidents is better productivity and efficiency, but also much better satisfaction.” (05:39) - Christophe's definition of value and the importance of quantifying - “It's also about when your solution and services have a positive impact on your customer business, and we can measure that impact and we can quantify that impact.” (08:15) - Keeping track at a bigger scale - “It's important to track the value from the very beginning and to transfer the knowledge of the value from a department to other departments, and to do that, you need apps or tools.” (11:09) - Asking the right questions and the best traits of a CSM - “You need to be a well-trained CSM in the goal, not only on the solution and with some soft skills: capacity to listen and to ask some very open questions.” (13:27) - Recognizing achievable value vs. unrealistic value - “Sometimes maybe you need to resell the solution from scratch. But I think it's a two-step approach quantifying and building an action plan.” (18:28) - Health scores and other indicators - “We have a health score calculated for each of our customers. And the fact we have a value track is one subscore, which is very important in the weight of the global score.” (19:50) - Is customer value a problematic obsession? - “It's not only counterproductive sometimes, but it's really painful because we are not so sure how to obtain the right value for many reasons.” Resources Connect with Christophe via https://www.linkedin.com/in/christophe-labreure-055125/ (LinkedIn) https://www.nexthink.com/resource/forrester-euem-wave-report/?utm_content=RSA&utm_source=google&utm_medium=cpc&utm_term=nexthink&utm_source=google&utm_medium=cpc&gclid=CjwKCAjwo4mIBhBsEiwAKgzXOCSvwNSiv5wpPf7sng088iLtr_TwFOUjgEmO4cHunlYoy2iOPGZcmxoChq8QAvD_BwE (Nexthink) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Customer success has to be a company-wide commitment and an ethos across the entire business. But, how do you make the promise of customer-centricity a reality? To dive deeper into this topic, our host Adam Joseph talks to Michelle MacCarthy, Global Head of Customer Success at Unit4. She shares her view on a successful customer-centric business, how to provide a better customer experience, and whether it is crucial to have a CSM position in your company. Jump straight into: (00:41) - Michelle MacCarthy's work on customer centricity at Unit4 - “The company is delivering on this promise through enterprise resource planning, human capital management, and financial planning applications.” (05:24) - How customer-centric is your business? - “When companies make decisions big or small, they really need to think about how those moves impact the customer.” (08:29) - Fixing for the long-term and how to correctly apply feedback - “We do look to focus on a few areas of the business in bite-size chunks to address the areas that we know will have the most impact across the full customer expense.” (13:15) - How to bring teams together around customer-centricity? - “CSM is becoming even more critical as the customer experience ecosystem evolves.” Resources Connect with Michelle via https://www.linkedin.com/in/mmaccarthy/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Chief Customer Officer (CCO) roles have become more and more popular in our industry, and even COVID was involved in the increasing demand for these roles in the field. In this episode, Adam is joined by Rosalyn Curato, CCO at Allovue, to chat about the importance of these roles inside the ecosystem, why they deliver such a strong message internally and externally, and how they will keep evolving in the industry. Listen now to learn how to make customers feel prioritized and taken into account in your processes, and the skills you need to make it as a CCO. Jump straight into: (01:34) - On Rosalyn’s background, the evolution of CS in the business and her experience at building a team from scratch - “As the team evolved and grew, we were seeing this progression towards specialization.” (06:43) - The demand for CCO roles in the industry and how it will impact the relationship with your customers - “Having this role is not just a signal internally, but externally, that you value the customer at every level of your organization.” (10:39) - The high impact CCO roles have on a business - “Being able to say ‘our biggest customer says they absolutely need this feature’, and then have everyone get on board has been huge and immensely helpful.” (14:46) - Rosalyn’s 2 ingredient combo for CCOs to make it in the industry - “Demonstrate the proactive nature and actions you’re taking to position your company and your customers as best as possible.”  (17:36) - Adaptability in times of COVID - “The first few weeks was just about us taking a check on what’s happening and how much is it impacting us.” (22:07) The evolution and future of the CCO role - “A lot of organizations have been hiring more CSMs, which is fenomenal.” Resources Connect with https://www.linkedin.com/in/rosalyn-curato/ (Rosalyn) via LinkedIn https://www.headspace.com/ (Headspace) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Customer programs are a great way for organizations to establish a fruitful relationship with clients, improve internal operations, and have a look at the important metrics that these programs throw. Customer programs bring great benefits to the business, but they require attention and work. In today’s episode, Adam is joined by Dana Alvarenga, Director of Customer Experience (CX) at SlapFive, to chat about the value of advocacy, the cruciality of CX roles inside an organization, and the importance of celebrating your customers’ big and small wins. This episode contains great tips and advice, and you will even learn how you can build your own Customer program from scratch. Tune in now! Jump straight into: (01:31) - On Dana’s career, background, and who she would swap lives with if she had the chance. (05:56) - Dana’s Customer Outreach Program catalogue and the value of advocates- “Advocacy is one of the best metrics when it comes to looking if your customer success function is delivering.” (10:49) - How imperative is it to create a Customer Experience role for a business? - “It’s really important to have someone designated to that role to make sure the customer’s voice is being heard.” (13:29) - The 3 Phase Approach and the importance of internal engagement - “I think it’s not just about having customers that enjoy participating in these programs, but it’s also important to understand how these programs impact the metrics that your organization cares about.” (20:19) - How to build a program from scratch and the importance of celebrating small wins - “Go back and see what content already exists today. Repurpose it and hop into your customers and build from there.” Resources Connect with https://www.linkedin.com/in/danaalvarenga/ (Dana) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

There is nothing worse than holding meetings that ultimately lead to a waste of time, and it is no secret that you need to be respectful of your team’s and customers’ time if you want to keep them all happy. Executive Business Reviews (EBR) are the way to reconnect with your customers and reinforce the fact that you’re not involved in a vendor-customer relationship, but a trusting partnership. In today’s episode, Adam Joseph is joined by Vice President of Customer Success and People Operations at Swiftly, Maranda Dziekonski, to chat about the complex art of EBR. This unique meeting is confirmed by three important acts, and this conversation will guide you through all of them, so you can make a difference on your relationship with your customers too. Listen now to learn more about the true definition and purpose of EBRs, and how you can make the most out of them. Jump straight into: (01:25) - On Maranda’s CS background, her love for diet coke, and her passion for painting - “I’ve been doing Customer Facing Operations for over 20 years and in the startup world for about 10 years now.” (05:54) - What’s the definition for EBR and what makes it so unique? - “It’s really a time for you to partner with your customer to align on goals and celebrate outcomes, but most importantly, to really grow and develop the relationship with the respective executives.” (09:47) - On the ideal cadence for the EBR meetings - “You really need to make sure you’ve got alignment on how your customer is holding you accountable.” (15:00) - A three part process: How to prepare for the EBR meeting with each customer - “The reality is your customers have unique needs and they’re solving unique problems, so show them how you are helping them solve those problems.” (21:21) - On site vs remote: All you need to know about the execution stage of the EBR  - “I think you have to shift how you present the information. You need to make it a conversation, more so than you did on site.” (25:21) - How to prevent the momentum and action taking from dissipating with time - “Follow up within one business day, don’t let it go longer than that.” Resources Connect with https://www.linkedin.com/in/marandaanndziekonski/ (Maranda) via LinkedIn https://www.youtube.com/watch?v=xrMJxOx9QUM ([WEBINAR] How to Start a Career in Customer Success | Maranda Ann Dziekonski) https://littlesaasy.com/ (A Little Saasy) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

When people think about Customer Success, their first thought may be around a business-customer relationship, when the work that takes place behind the scenes, within the team, is even more important. In today’s episode, our host, Adam Joseph, is joined by Troy Pratley, Head of Customer Success at Amplience, to chat about the magic of great teams in the CS field. Tune in to learn all about the impact of an illustrative score card, how to build credibility and trust with your team members, and the importance of motivating your collaborators and nurturing your professional relationships. Building a great team takes some work, but the fruits will certainly be remarkable! Jump straight into: (01:25) - On Troy’s background as a successful CS professional - “It has given me a great view on how to work with other individuals and teams, and understand ultimately what drives them.” (05:37) - Making the CS philosophy more prominent and helping it to be taken more seriously - “A customer wants to be with a trusting partner and you want to build a good relationship with the customer as well.” (11:51) - The importance of measuring and reporting your team’s impact, and how to develop an efficient score card  - “For CS to be taken seriously in your business you need to be able to present data.” (18:46) - It all starts from within: how to set up your team for success - “You want to be a strong glue, but you can only do that by having conversations and building strong relationships with everybody in the business.” Resources Connect with https://www.linkedin.com/in/troy-pratley-23485a21/ (Troy) via LinkedIn https://amplience.com/reports/ (Amplience) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

As many businesses are implementing the Customer Success philosophy in their framework, the need for the newest CS professionals to learn and become experts on the field is evident. Not only are the CS practices getting popular inside different ecosystems, but teams forming CS managers are growing, adding up to the international community. In today’s episode, Area VP at Komodo Health, Selena Jankulovska and Head of Customer Success at Run The World, Shaun Porcar, join our host, Adam Joseph, to chat about the experience of starting a CS function from scratch. Listen now to learn how to structure your own internal and external roadmaps, build a culture of collaboration, and improve your business’ performance with the CS philosophy. Jump straight into: (01:29) - Our guests’ backgrounds and their struggles during the COVID-19 pandemic - “We learned early on that just opening the door and telling them we were interested in listening was the most important thing we could do.“ (05:55) - How businesses are integrating the CS philosophy in their practices, and why  professionals are migrating to the CS industry - “It’s interesting, because to me, Customer Success came as a second thought.” (10:35) - Important advice for first CSM hires and the creation of CS functions  - “Start with the customer experience, try to understand what it is your customer is trying to get out of the relationship you’re building with them.” (16:08) - The importance of building a methodical and clear roadmap to improve performance and results - “What we really focused on, was ownership and accountability.” (18:28) - How to determine if your CS function is delivering and up to the business’ expectations - “Whatever your product or service does, show how it captures value in the form of time and money.” (20:52) - How to tell if your business needs more than one CS role operating - “At a certain point you realize that there aren’t enough hours in the day.” Resources Connect with https://www.linkedin.com/in/jankulovska/ (Selena) via LinkedIn Connect with https://www.linkedin.com/in/eshaun/ (Shaun) via LinkedIn https://www.amazon.com/Customer-Success-Innovative-Companies-Recurring/dp/1119167965/ref=sr_1_1?crid=1BUE98OVRYPCW&dchild=1&keywords=customer+success&qid=1605306103&sprefix=customer%2Caps%2C210&sr=8-1 (Customer Success) by Dan Steinman and Nick Mehta  Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. The Customer Success industry is constantly changing and evolving. In today’s world, recruiters don’t need to have a background in Customer Success to shine in the field, and sometimes collaborating with professionals with experience in other fields can be exceptional for companies. In this episode of Gamechanger, Adam has an amazing conversation with Sam Smith and Shanta Bodhan, both coming from different backgrounds but with one thing in common: they both switched careers, jumped into the CS area, and found a way to use their skills from their previous jobs to succeed in this new path. Join us to learn more about their journey and how you can apply their knowledge and tips to your life. Jump straight into: (03:09) - Shanta and Sam’s background, from HR and Economics to Customer Success - “My first career was in Human Resources and when I first started, I was 100% confident that I’d find my life’s work.” (05:58) - The true value for Sam and Shanta after shifting to the CS field - “That was what really appealed to me as well, being able to have that broad rich and great impact in Customer Success.” (08:13) - COVID-19: how Shanta’s HR skills helped her with this new role - “Part of COVID-19 and then what we learned is trying to plan for the unexpected.” (9:30) - On data sets combination in Customer Success, and Sam’s background skills that are helpful for him nowadays - “The hardest part is knowing how far that’s gonna go, and your customer might be able to use it in the best way.” (11:13) - The challenges they faced when moving to Customer Success - “What was the most interesting for me was shifting my mindset.” (16:20) - Customer Success skills vs a professional with a client’s perspective - “It’s very hard to find someone who has both, so we found that there’s a lot that we can train for, as long as someone has the Customer Success attitude .” (20:14) - Sam and Shanta’s advice for starting a new path in Customer Success - “I would say just read and study as much as possible.” Resources Connect with https://www.linkedin.com/in/shanta-bodhan-mba-5297724/ (Shanta) via LinkedIn Connect with https://www.linkedin.com/in/samueljsmith/ (Sam) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. The Customer Success philosophy has become the ally of many businesses from all around the world, and has settled as a preferred framework for millions of entrepreneurs and their teams. So much so, that students are currently showing growing interest around CS courses and lessons for their education, which only highlights the impact of our industry in the business world.  There are several major factors inside Customer Success roles that draw the line between overwhelm and a healthy career; as a result, Customer Success has become a tough industry, where skills such as multitasking, time management and delegation are crucial to thrive. In today’s episode, our host, Adam Joseph, is joined by Samantha Samuels, Head of  Partnerships at Friendbuy, to chat about the skills that make CS managers great. Samantha is a passionate CS professional, and she will share her insights and advice around attention to customers, task prioritization, smart hires, and the importance of learning new things every day. Stay tuned to learn all about the “X Factor” of the Customer Success field, and the secrets behind working smart, not hard.  Jump straight into: (01:25) - On Samantha’s passions and the “X Factor” of the Customer Success field - “Learning from my clients and helping them grow became my obsession.” (05:04) - How to efficiently multitask and prioritize our customers’ needs - “I would make sure that I was proactively reaching out to customers to ensure that we had a positive relationship.” (09:04) - How to work in Customer Success without going mad (both in person and remotely) - “It’s really about how effectively you manage your time, that’s the skill that makes a great CS manager.” (10:52) - The complex art of saying “No” - “CS management is a tough job. If you’re going to be subservient to everyone’s requests, people are going to take advantage of that.” (13:27) - Why being a great leader starts with the hiring process - “If you hire smart-driven, self-directed and collaborative people, you'll find that you won’t need to jump into every situation.” (15:32) - How to better manage daily tasks and avoid the cycle to burnout - “Now, that teams are entirely distributed. There’s an innate instinct to prove to your team that you’re available.” (22:00) - Samantha’s advice and resources for new and experienced CS professionals - “I realized I needed to start reading, and learn from as many people as I could.” Resources Connect with https://www.linkedin.com/in/samantharobyn/ (Samantha) via LinkedIn https://www.amazon.com/Five-Dysfunctions-of-Team-audiobook/dp/B000079XXR/ref=sr_1_1?crid=2KTRM3ALG00HQ&dchild=1&keywords=the+5+dysfunctions+of+a+team+by+patrick+lencioni&qid=1604437599&s=audible&sprefix=the+5+dys%2Caudible%2C307&sr=1-1 (The Five Dysfunctions of a Team) by Patrick Lencioni https://www.amazon.com/360-Degree-Leader-Developing-Organization/dp/B082TMZRSX/ref=sr_1_1?dchild=1&keywords=360+leader&qid=1604437573&s=audible&sr=1-1 (The 360 Degree Leader) by John C. Maxwell https://www.amazon.com/Creativity-Inc-audiobook/dp/B00IPJTQQW/ref=sr_1_1?crid=3JIJCBXMPM5D8&dchild=1&keywords=creativity+inc&qid=1604437536&sprefix=Creativity+I%2Caps%2C527&sr=8-1 (Creativity, Inc.) by Ed Catmull https://www.amazon.com/Fierce-Conversations-Achieving-Success-Conversation/dp/0425193373/ref=sr_1_1?crid=11JB5NHLWHHUJ&dchild=1&keywords=fierce+conversations+susan+scott&qid=1604437511&sprefix=Fierce+co%2Caps%2C233&sr=8-1 (Fierce Conversations) by Susan Scott https://www.amazon.com/First-Time-Manager-Jim-McCormick/dp/0814439691/ref=sr_1_1?dchild=1&keywords=the+first+time+manager&qid=1604437462&sr=8-1 (The First-Time Manager) by Jim...

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. The Customer Success philosophy has become the ally of many businesses from all around the world, and has settled as a preferred framework for millions of entrepreneurs and their teams. So much so, that students are currently showing growing interest around CS courses and lessons for their education, which only highlights the impact of our industry in the business world.  In this episode, Bryan Hochstein, the Doctor of Customer Success, joins us to share his insights as a researcher, academic, and CS advocate, to help us navigate the industry through a different lens. Listen to learn all about the four themes that are most relevant for the industry to this day, and what it really takes to incorporate the CS philosophy into educational curriculums in the US and globally. With adequate efforts, not only will Customer Success keep growing popular in the professional field, but could unleash its potential and become more relevant in the academic world, to give birth to an entire generation of passionate practitioners.  Jump straight into: (01:09) - On Bryan’s background and diverse career - “My approach to that really was what I now realize was a Customer Success approach.” (05:21) - Bryan’s academic journey and perspectives on the CS philosophy - “It was the answer to a lot of questions I had about sales.” (08:21) - The four key themes circling in the CS industry and how they could impact practices - “Proactivity is key to this actually working right, and not everybody does it right.” (14:33) - The importance of addressing the “customer health” concept -  “It’s a state of complete engagement, experience and value of the well being, and not merely the absence of business problems.” (20:12) - The cultural and maturity differences of CS on a global scale - “People do things differently based on the cultures where they’re working, even for the same company, but that’s pretty much just good marketing.” (26:45) - The integration of the Customer Success Philosophy on education - “Universities are needing to be much more responsive to the job demand of the business communities around them.” Resources Connect with https://www.linkedin.com/in/bwhochstein/ (Bryan) via LinkedIn https://www.researchgate.net/publication/328105998_Adapting_influence_approaches_to_informed_consumers_in_high-involvement_purchases_are_salespeople_really_doomed (Adapting influence approaches to informed consumers in high-involvement purchases: are salespeople really doomed?) https://www.amazon.com/Customer-Success-Innovative-Companies-Recurring/dp/1119167965/ref=sr_1_1?crid=P16QB8PYD1NA&dchild=1&keywords=customer+success&qid=1603753833&sprefix=customer+%2Caps%2C219&sr=8-1 (Customer Success) by Nick Mehta and Dan Steinman Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. In customer success, teamwork is certainly a main pillar of the ecosystem. It allows entire businesses to function smoothly and productively, that’s why it is so crucial for leaders to find the perfect fit when it comes to their team’s members. Is there such a thing as a perfect CS team, and if so, how can we build our very own dream team? In today’s episode, Adam is joined by ultramarathon runner Star Hofer, former Vice President of Customer Success at eCompliance, and current Vice President of Customer Success at PartnerStack, to chat about her bulletproof process to build the best team at any organization. When it comes to remarkable teamwork, a collaborative mindset, the diversity of skills and backgrounds, and a strong culture are key to make the engine work. From the position opening to the candidate’s interview, listen to this episode to learn all about Star’s winning formula to the ultimate CS team! Jump straight into: (01:08) - Star’s background and that time she ran 80km under a torrential downpour for fun. - “Running is my meditation, it’s the only thing that actually turns my brain off.” (03:41) - Why diversity is key for CS professionals to build up their teams - “It’s a way of checking ego at the door and just really learning from one another. I think it’s essential to have people on your team that are completely different from you.” (05:44) - Building the dream team: choosing between veterans and rookies, and spotting candidates’ specific skills and personal traits - “It’s just about taking a look across your organization and yourself of the skill set that you might not have, so that you bring in that key hire.” (11:15) - How to prepare and perform the perfect interview - “If they do say they’re very proficient at something and you’re hiring for it specifically, then go ahead and validate it.” (14:38) - Ensuring a cohesive and collaborating team - “It is not just me, it’s me and the entire team that is looking for something. We all agree on how we’re going out and building the team.” (17:53) - How to help the entire CSM team feel integrated and engaged inside the new remote working modalities - “At the end of the day, if you have one person that feels like the outcast, it’s not a great employee experience.” Resources Connect with https://www.linkedin.com/in/starbedwards/ (Star) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Losing customers to churn is painful, we can’t deny that, but it is key for businesses to make the most out of these situations and learn from their customers’ experiences in order to evolve and better serve others. In today’s episode, we’re joined by Natasha Narayan, CEO and Co-Founder of IcebergIQ, to chat about the hidden value inside businesses and customers’ worst nightmare: churns. When customers decide to leave, it’s for good, and CSM professionals must learn to properly handle these situations. Listen to this episode to learn how to extract the best feedback from your customers for your own improvement, and how to prevent a future churn with the adequate interview in the first place. In this industry, it all comes down to your communication and listening skills, if you want to work on them even further, this episode is definitely for you. Jump straight into: (00:56) - On Natasha’s background, career and trajectory on the CSM ecosystem. (04:54) - The Win/Loss analysis and the importance of receiving feedback from an outsider source - “Because it’s unbiased feedback and they’re speaking with a third party, we find that the feedback is more rich and more candid, and they’re more willing to open up.” (08:22) - The best time and way to approach a leaving customer to obtain detailed feedback - “What we have found as a best practice is that the more recent, the better.” (11:43) - The exact moment customers make the decision to churn - “We’re finding that it’s anywhere from six months to two years prior to the renewal, that they’re making that decision to leave.” (14:45) - How human touch and curiosity will heavily influence both our customers’ experience and decision making - “There’s just so much about holding space for the customer to speak, not rushing and digging further.” Resources Connect with https://www.linkedin.com/in/natashanarayan/?originalSubdomain=ca (Natasha) via LinkedIn https://icebergiq.com/ (IcebergIQ) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Customer Success has settled as a popular and prevalent practice for entire businesses across the globe. When it comes to individuals, it is important to cherish our own culture, but as CS professionals, we must cherish our customer relationships, especially at an international level. In today’s episode, our host, Adam Joseph, is joined by Interact Software’s Vice President of Customer Success, Kris Morrison, to chat about the importance of empathy, flexibility and adaptability with our customers. Listen now to look at the CS field from a rich and diverse perspective, and to learn why the attention to detail is a feature that both your customers and colleagues will find delightful. Jump straight into: (01:15) - On Kris’ unique and diverse background, and how he joined the CS ecosystem - “I had about 500 different cocktails, so my nickname became Cocktail Kris.” (08:15) - Kris’ unintentional training and discovery of his love for CS - “We were just trying to create different things for the different customers we had.” (11:00) - The importance of flexibility, attention to detail and an international perspective for CS roles - “You have to be able to adapt your approach to the folks that you’re dealing with.”  (16:55) - On COVID led digital transformation and the embracement of new trends of work - “It’s how we manage to maintain those social relationships, while giving folks the freedom to not be in an office 24/7.” Resources Connect with https://www.linkedin.com/in/kristoffermorrison/ (Kris) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Having kids is certainly one of the most exciting and significant experiences of our lives, but in a world where “hard work” is praised, maternity and paternity leave policies and opportunities are not the same for everyone. In today’s episode, our host, Adam Joseph, sits down with a panel of  experienced guests to bring attention to this topic. Today’s episode guests are Aude Makk-Eberlin VP Customer Success for Emerging Accounts at Brandwatch, Violaine Yziquel, former Director & EMEA Customer Success Manager at Box, and Tom Collyer, Customer Success Director at Keystone Academic Solutions. With a baby on the way (if it’s not here by now), there are a lot of things that parents need to take care of already, so now add their own careers in the mix. How do parents even manage the pressure of parenting while still delivering in their vocations? It may sound overwhelming, but it is possible, especially when they are given the support they need. In today’s episode, our host and guests share their experiences and tips to better navigate the arrival of a new member of the family from a professional perspective. From the preparation of an extended leave, to the reincorporation into their workplace, this episode contains crucial information not only for expecting new parents, but also for companies to better support their employees during one of the important events of their collaborators’ lives.  Jump straight into: (01:29) - A brief introduction of our panel’s maternity and paternity leave experiences, and their musical legacy for their children. (07:17) - Anticipation is key: how to carefully prepare for an extended leave - “I started planning probably 2 months before my last day. Try to plan as early as possible.” (13:47) - Should parents let go of the business side of their lives to focus on their newborns? - “The first four months I only scanned through my emails, doing some clean up and keeping some unread, but I was focusing on my child first.”  (17:12) - On managing the pressure and mental health struggles of coming back to work - “It’s not about a loss of confidence, but about if you’re physically and mentally ready to go back.” (20:19) - The importance of creating truly supportive environments for new parents - “Everytime I had a call it started with ‘So, how is your son?’. They were all about being caring and having an honest conversation with me.” (23:02) - Life shouldn’t be a juggle: how to find balance between work and parenting - “It is pretty hard to find a balance, but I always try and prioritize family first.” Resources Connect with https://www.linkedin.com/in/aude-makk-eberlin-a244b824/ (Aude) via LinkedIn Connect with https://www.linkedin.com/in/violaineyziquel/ (Violaine) via LinkedIn Connect with https://www.linkedin.com/in/tomcollyer/ (Tom) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. In the Customer Success field, it is certainly fulfilling for managers to witness their customers’ “Aha!” moments, but how can we identify these moments clearly, and why are they so important for our clients and our companies? In today’s episode, Strategic Customer Success Manager at InVision, Waqa Hussain, joins us to chat about the importance of spotting and contributing to our customers’ milestones. Regardless of the scale of your company and your team, today’s conversation will inspire you to pay closer attention to the communication between you and your clients. You’ll learn how to start a trusting relationship with the right foot, and how to keep nourishing it as your customer escalates. Are you interested in better serving your customers and helping them achieve their goals? This episode is for you! Jump straight into: (01:29) - A passion for CS, and a deep love for kebab BBQs - “One of the things I love most about Customer Success is getting customers to that “Aha!” moment.” (04:36) - How can we identify our customers’ “Aha!” moments? - “They are at least in that point where their dreams are now becoming a reality.” (06:16) - How to capture your customer’s expectations and values since day 1 - “It really comes down to doing a very, very strong discovery and asking really detailed questions.” (10:47) - Data vs. anecdotes: the objective measure of customers’ success - “I think you need both. If you have these things in isolation, they don’t hold weight, and from a customer’s perspective they’re just going to say “So what?”. (15:34) - Strategies and frameworks to better align yourself with your customer and their goals - “Are they really on the right path to accomplishing what they want to accomplish in order to achieve their objectives? (20:38) - Waqa and InVision’s solution to managing the expectations of multiple customers - “The ability to go deep and have meaningful conversations with a large number of accounts is almost impossible.” (25:06) - Is looking for customers’ “Aha!” moments even worth the effort? - “You don’t want to wait until it’s too late. You want to be ahead of the curve and be proactive, not reactive.” Resources Connect with https://www.linkedin.com/in/waqas-hussain-18492b17/ (Waqa) via LinkedIn https://www.invisionapp.com/ (InVision) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. The most successful organizations are the ones whose teams are synchronized, fueled by motivation, and moving together towards their common goals. It all starts with the leaders… but how can companies create a truly strong philosophy that resonates with all of their members? In today’s episode, our guest Francis Cordón, Vice President of Field Operations at Quantum Metric, podcaster and martial arts guru, joins us to chat about his philosophy and three-level practice to level up entire organizations towards a more fruitful future. You’ll get inspired and educated in a topic you may have not stopped to think about enough, that could have been preventing you and your team from unleashing your full potential. Regardless of your profession, if you’re a leader, you’ll definitely want to listen to this conversation.  Jump straight into: (01:31) - Francis’s background, career and life as a podcaster - “I am a man on a mission thinking of the customer first.” (08:57) - Finding the unexpected spot where Customer Success and martial arts merge - “It’s not about talent, it’s about persistence.”  (10:34) - Francis’s three-level practice: how to transform a regular company into a meaningful and authentic one - “When you think about certain companies that do very well, it’s because there’s a passion, people believe in what they’re doing.” (20:43) - How often should leaders revisit this three-level model to keep it fresh and relevant? - “Aim at bringing initiatives in every quarter with your organization.” (25:06) - The importance of reflecting on philosophies and reinventing the framework - “It seems a waste, but the truth is we are creating maturity. As a leader, you owe it to yourself to think deeply about it.” Resources Connect with https://www.linkedin.com/in/francis-cord%C3%B3n-38a872/ (Francis) via LinkedIn http://athousandexits.com/ (A Thousand Exits ) https://www.quantummetric.com/ (Quantum Metric) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Even though Product-Led Customer Success sounds trendy and fresh, it has been around for quite a while now, and has contributed to the formation of professionals and entire businesses with its philosophy. In today’s episode, Dave Jackson, CEO of TheCustomer.Co, sits down with us to share his expertise around Product-Led Customer Success. He will uncover and clarify the major misconceptions of the method, as well as break down a five-step process to improve the model’s performance. Listen now to get inspired and understand the root causes of why your approach to Product-Led Customer Success may not have been adequate to begin with. When it comes to growing, there are no shortcuts, so be ready to get yourself to work! Jump straight into: (01:31) - The most professional world traveler: on Jackson’s background, career and experience. (06:30) - The origin and art of Product-Led Customer Success - “A lot of people talk about it being a new thing, but Survey Monkey started in 1989, and have been product lead in everything they’ve done ever since.”  (09:08) - How to bridge the knowledge gap for poorly designed products - “The product itself needs to be a virtual CSM in its own right, otherwise there is a limitation in how successful you can be as a business.” (14:41) - The common misconceptions of Product-Led Customer Success - “Technology alone rarely changes things. It can enable and drive change, but it has to go hand in hand with other elements of the organization.” (19:39) - Breaking down the key five components of Product-Led Customer Success - “There are ways you can productize certain elements of these steps.” (21:19) - How can you measure your progress and determine if you have achieved a certain goal? - “Do I think you’ve got to get deep into understanding your customer? Absolutely. Do I think a lot of companies are good at doing that? No, I don’t, actually.”  (23:25) - Dave’s valuable tips for struggling CSMs - ”Listen to customers more, and more, and more.”  Resources Connect with https://www.linkedin.com/in/davidjacksonuk/?originalSubdomain=uk (Dave) through LinkedIn https://thecustomer.co/ (TheCustomer.Co) https://www.screenedoutfilm.com/ (Screened Out ) https://www.telegraph.co.uk/personal-banking/current-accounts/story-behind-worlds-first-cashpoint/ (The Story Behind the World’s First Cashpoint ) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. When you think about a presentation, you may immediately think about a conference with a wide audience, but presenting and pitching are much more common than you think, even in your day to day life. Regardless of your environment, the ability to present is crucial in everyone’s career. In today’s episode, CEO of TREACL Dave Chernick, joins us to chat about all the presentation skills every professional should develop. From building confidence, to the importance of body language, Dave shares his expertise so you can wrap your head around what makes great speakers stand out from the rest. Listen to this episode and learn how to translate live speaking skills into the new-normal virtual world. Also, is the idea of imagining your audience naked actually helpful for public speaking?  Jump straight into: (01:26) - A man of many talents: on Dave’s background and passion - “ DJing and presenting actually help each other.” (04:48) - How to properly prepare for a presentation in any setting - “Part of the preparation is thinking about how you’re going to educate the people you’re presenting to. Think about the journey you want them to go on.” (09:02) - Is your body language sabotaging your delivery? - “I always try and encourage people to be quite natural.” (12:12) - How to adapt and make the most out of remote presentations - “It can feel like you are presenting to an empty room.” (15:33) - On the lethal death by PowerPoint - “Rather than thinking of your slides as your script, write them down in a separate place. Use the slides to back up your arguments.”  (21:02) - Dealing with the internal presentation nightmare - “Communicate to your manager that you’re nervous about it.” (23:50) - Ensuring engagement during intimate presentations - “There’s nothing worse than having to sit through a slide deck, it’s awful. It should feel more like a conversation.” Resources Connect with https://www.linkedin.com/in/davidch/?originalSubdomain=uk (Dave) through LinkedIn https://www.treacl.com/ (TREACL) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. COVID19 brought enormous changes to our previously “normal” life. How we used to go to work, hang out with family and friends, and our lifestyles in general, have been abruptly interrupted. Will we ever have the lives we used to before the health crisis? Possibly (and hopefully) not. Not everything is around uncertainty though, since the pandemic has brought the awareness and prioritization of mental health for working teams all over the world. In this episode, our host, Adam Joseph, continues the conversation around the importance of mental health, as he is joined by a nurtured panel of professionals and advocates for this topic. In today’s discussion, we’ll listen to the thoughts and opinions of Rick Adams, founder and CEO at PracticalCSM, Anthony Wilkey, Customer Success Director at Degreed, Ross Paterson, cofounder of Betterly.org, Jung Kim, Customer Success Director at NeuroFlow and yoga teacher at E-RYT 500, and Vicki Pope, Client Success Team Leader at Unmind.  During lockdown, it is much easier for both employers and employees to engage in people pleasing attitudes and overwork, but it’s also crucial for everyone to learn how to take a break and understand there will always be things that are more important than work. Listen to this episode to know how organizations and employees can guide their teams into creating a much more empathic and mental health driven atmosphere. You’ll learn how this crisis may have long term beneficial impacts in the working models, and how we can all be part of a more flexible, empathic and humane normality. Jump straight into: (01:29) - A light hearted introduction of our panel, their backgrounds and their involvement with mental health. (12:03) - Understanding the definition of stress and its impact on our body - “ It is automatic and unconscious, it’s not in our control. People seem to feel guilty when they feel stressed, but it is a natural reaction.”  (15:17) - The trends around management and mental health throughout the COVID19 crisis - “People are having more valuable discussions with the customers, because the world is kind of united under a common goal right now.”  (18:35) - How COVID19 has raised awareness and strengthened connections between people and their loved ones - “It’s unfortunate that it takes a pandemic for people to really set up and start thinking about mental health, but that’s what has happened.” (19:57) - What everybody can learn from yoga to become better in their careers and personal development - “When you have awareness of something, then you can make the steps to go towards alignment.” (22:37) - How can organizations help their teams to thrive during uncertain times? - “The emphasis on the team, rather than the individual, I think it’s really important.”  (28:45) - What can you do if you’re feeling stressed and overwhelmed? - “Don’t expect to become a superhero in terms of managing and coping with the challenges that we’re presented with, but think about how you can find ways to be better than you were yesterday.” Resources Connect with https://www.linkedin.com/in/rickadams01/?originalSubdomain=ie (Rick) through LinkedIn Connect with https://www.linkedin.com/in/anthonywilkey/ (Anthony) through LinkedIn Connect with https://www.linkedin.com/in/patersonross/ (Ross) through LinkedIn Connect with https://www.linkedin.com/in/jungkim121/ (Jung) through LinkedIn Connect with https://www.linkedin.com/in/vicki-pope-9bb81982/ (Vicki) through LinkedIn https://betterly.org/contact-us (Betterly.org ) https://degreed.com/pathway/492n1q63p2 (https://degreed.com/pathway/492n1q63p2) This publicly accessible pathway helps leaders in Human Resources and Learning & Development create the culture needed for...

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. The COVID19 pandemic heavily impacted our reality, as entire countries were forced to implement mandatory lockdowns to protect their people. Adapting to such abrupt changes has been difficult for everyone, and the mental health costs have been unmeasurable. Today’s episode is very special, as our host, Adam Joseph, sits down with CSM professionals, colleagues, and friends to address the importance of taking care of our mental health in both the professional and personal aspects of our lives. In today’s discussion, we’ll listen to the thoughts, insights, and opinions of Emma Rogers, CSM at reed.co.uk, Shari Srebnick, Head of Client Success at Searchmetrics, Alex Tran, Customer Outcome Manager at Gainsight, and Matt Myszkowski, Vice President for Customer Success at EMEA SAP. Currently, overwhelm, burnout and overall discomfort are easily the predominant emotions for a lot of employees and employers, and this is why it is so important to bring mental health to the center of the conversation. In times of uncertainty, we all need to be kinder to ourselves and finally accept that it is okay to not be okay. Listen to this episode to learn a variety of practical tips and tricks from Customer Success professionals to improve your mental health and find some comfort inside your mind. This episode will help you show you the importance of vulnerability and how you and your team can transform your project into a more humane and fruitful one. Jump straight into: (01:36) - An introduction of today’s guests, their backgrounds and their experience regarding mental health awareness. (12:14) - How do Sales and Customer Success influence professionals’ mental health? - “Rejection is not great, we don’t like it as human beings. In sales, your whole day is full of that.”  (14:57) - Alex’s experience and tips to manage the demands of a CSM job - “Recognize that you can’t do it all, and be okay with that.” (17:36) - I shouldn’t be a lonely place: how leaders are allowed to be vulnerable in front of their teams - “People tend to think vulnerability is weakness, when it’s one of the greatest measures of courage.” (21:27) - The importance of becoming aware and validating everyone’s experiences through uncertain times - “We’re all in the same storm, but our boats are unique and different.” (24:55) - Why teams need and demand for authenticity - ”People would rather follow a leader who is real, rather than a leader who’s always right.” (26:45) - Small and doable actions to find ease and improve your mental health from home - “Start becoming aware of your triggers allows you to react and respond before you get to that stage that is not a good place to be in.” (34:57) - How can teams collaborate and create a healthier environment starting today? - “Create a culture of vulnerability, and that starts with the leader.” Resources Connect with https://www.linkedin.com/in/emmamariarogers/?originalSubdomain=uk (Emma) through LinkedIn Connect with https://www.linkedin.com/in/alextran91/ (Alex) through LinkedIn Connect with https://www.linkedin.com/in/sharisrebnick/ (Shari) through LinkedIn Connect with https://www.linkedin.com/in/mmyszkowski/?originalSubdomain=uk (Matt) through LinkedIn https://www.amazon.co.uk/Dare-Lead-Brave-Conversations-Hearts/dp/1785042149/ref=sr_1_1?crid=1WL0OZLK650IE&dchild=1&keywords=dare+to+lead+brene+brown&qid=1598044913&sprefix=dare+to+lead%2Caps%2C278&sr=8-1 (Dare to Lead) by Brené Brown Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. COVID-19 caught humanity off guard: immediate and mandatory lockdowns across nations in the entire world left a mostly unprepared workforce with no other choice than to adapt and try to make the most out of it. But even though COVID-19 has brought a lot of radical changes to every single industry, it has also opened slots for numerous opportunities for both employees and employers. In today’s episode, Senior Customer Success Manager at LinkedIn, Elise Meijer joins us to chat about COVID-19’s impact on Customer Success Management, with a focused perspective on her country of residence, France. Regardless of your location, she’ll share crucial tips to maintain a balanced and productive work life from home, and detailed arguments on the importance of clear and empathic communications with your team and your customers. Listen now to better embrace the sudden change in your work life, and to look at the pandemic from a different, and hopefully brighter perspective.  Jump straight into: (01:09) - A Customer Success advocate: on Elise’s background and quarantine life - “As a manager, I enjoy making sure that I explain everything in a way that is understandable, and being creative.” (05:27) - COVID-19’s impact in the CSM European field - “All of a sudden, all employees and employers found themselves in a situation of working from home, and depending on the industry, that is a huge change.”  (09:00) - Elise’s pro tips to ensure a productive and balanced work life at home - “It’s all about creating an environment where everyone feels happy and safe, and where your health and well-being are prioritized.” (14:22) - The COVID world: the previous “normal” is long gone - “COVID-19, in a way, has positively impacted the acceleration of flexible work arrangements.” (17:01) - Is this the era of Customer Success in France and Europe? - “There is a huge amount of opportunities available in the CS field, and that is across all the several industries.” Resources Connect with https://www.linkedin.com/in/elisemeijer/?originalSubdomain=fr (Elise) via LinkedIn Connect with https://www.linkedin.com/in/adamhjoseph/ (Adam Joseph) on LinkedIn https://www.gainsight.com/resource/the-state-of-the-customer-success-profession-2019/ ([Report] The State of the Customer Success Profession: Linkedin Data) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Through uncertain times, the way you reach out to others will bring out who you truly are, both as a professional and as a person. In today’s episode, our guest Jonathan Corrie, Co-Founder and CEO of Precursive, will share his insights and expertise around the Customer Success evolution through the COVID-19 pandemic and how it has become the heart of business strategy. You’ll take with you very useful tips to prevent burnout, keep your work-life balance and to maintain a strong company culture, even remotely. Listen now to understand why Customer Success is such a powerful differentiator, and we invite you to make the necessary adjustments to transform your business into the one you and your customers deserve. Jump straight into: (01:07) - On Precursive’s role and Jonathan’s former professional double life - “We believe that the best companies help customers to realize value quickly.” (05:02) - How has Customer Success evolved around the COVID-19 crisis? - “I think it’s kind of like the new sales, it’s the place to be now.” (09:04) - How can Customer Success professionals prevent burnout during uncertain times? - “We don’t live to work, it’s the other way around.”  (13:41) - Strong values win: how to achieve a true, strong culture within a company (even remotely) - “You can’t fake culture, there will be business whose culture will be tested.” (17:55) - How to effectively balance your work and life from home - “Give yourself time, give yourself a break and unwind, because it’s not healthy to be working this intensely for such a long period of time.” (21:06) - Empathy and simplicity will make a world of difference for your customers - “Right now, there’s a real focus around sensitive communications.”  Resources https://www.precursive.com/ (Precursive) https://www.customersuccessmanager.com/cs-conversations.html (Customer Success Conversations Podcast) https://www.youtube.com/watch?v=rttcoBDNa6Q (Precursive Perspective: Episode 3 | Nick Mehta | Gainsight) https://www.youtube.com/watch?v=z9soKcdxTDI (Precursive Perspective: Episode 2 | Sean Smith | Apperio) https://www.youtube.com/watch?v=NiBIQMaMo_0 (Purple Disco Machine - Live from Dresden (Glitterbox Virtual Festival)) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

In Gainsight’s GameChanger Podcast, host Adam Joseph interviews a slew of interesting guests from all over the globe, covering topics like product-led Customer Success, how to master presentations, returning to a Customer Success role following maternity/paternity leave, creating the complete Product or Customer Success team, and more. This podcast recognizes and celebrates people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Our GameChanger guests are intuitive and authentic, achieving amazing success as a result of their boldness and willingness to challenge the status quo.