Women in Customer Success Podcast

Text us your questions and thoughts!How do you pivot from fashion to a leadership role in Customer Success with no SaaS experience?We kick off Season 5 with Melissa Garcia, Senior Director of Member Success at Chief.Melissa joins us to share her unconventional journey from a career in fashion merchandising to becoming a leader in Customer Success. She opens up about what it really takes to break into SaaS, how she built confidence in a completely new industry, and why leading with empathy is her greatest superpower.We explore how mentors shaped her path, the lessons she learned navigating change, and her bold takes on modern CS practices, from ditching outdated QBRs to delivering “value you can't Google.”You'll discover:How to pivot into Customer Success without a SaaS backgroundWhy “value you can't Google” is key to becoming indispensableWays to own your voice in customer conversations (even when facing imposter syndrome)Why traditional check-ins often fail (and what to do instead)The transformative power of small steps, and the growing impact of women in CS leadershipIf you're looking to break into CS, grow your leadership skills, or lead more human-centered conversations, this episode is a treasure trove packed with practical insights and heartfelt wisdom.

Text us your questions and thoughts!Welcome to another Women in Customer Success limited edition episode, where we bring you an exclusive PowerUp Masterclass in partnership with our friends at Gainsight. In today's conversation, we tackle AI's biggest myths, explore practical use cases, and discuss how leading CS teams are already leveraging AI to mitigate risk, personalize at scale, and drive revenue growth.You'll hear lots of practical examples of the daily use of AI in customer success. Buckle up and tune in.FeaturingEduardo Amorim, VP of Customer Success, SendcloudKate Neal, Senior Director of Customer Success, GainsightMarija Skobe-Pilley, Founder of Women In CS

Text us your questions and thoughts!NEW! NEW! NEW!We're kicking off Season 5 of the Women in Customer Success Podcast!That means:- Elevating the voices of more remarkable women in CS- More inspiring conversations, unique career stories and actionable tips- And a brand new spin we're bringing to our show this seasonHear from WiCS Founder & Host, Marija Skobe-Pilley, and discover what's new. In case you're new here, welcome to the Women in Customer Success Podcast. Come join us, be part of our community of ambitious professionals, and join the conversation.And be sure to follow us and subscribe to our show, wherever you enjoy your podcasts.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://womenincs.co/the-revenue-csm

Text us your questions and thoughts!Can you believe it's been five years since we launched the Women in Customer Success Podcast?What started as a conversation in your earbuds has grown into a global movement. Now, after hundreds of episodes, bringing these discussions into the physical world feels like coming full circle.We hosted our second Women in Customer Success live podcast recording in Berlin, where Marija Skobe-Pilley welcomed Cara Benecke, Sally Stoewe and Pia Schümann-Hoppe. We discussed:✨ Redefining what "having it all" means in today's professional landscape✨ Setting 'non-negotiables' for work-life integration✨ Building success on your own terms✨ Setting boundaries that stick✨ Leading authentically across diverse European culturesThis was a perfect night where our incredible audience engaged in deep conversations, asked thoughtful questions, and shared experiences with each other.And now, you get to hear it all. Whether you're an aspiring leader or looking to advance your career, this session offers invaluable advice and inspiration. Tune in and enjoy!***Special thanks to our sponsors Gainsight and Braze for making this happen!

Struggling to prove the financial impact of your CS initiatives or translate retention metrics into revenue? Watch this exclusive masterclass to learn how to build compelling, finance-driven business cases, align CS initiatives with revenue targets, and confidently lead conversations that secure executive buy-in.Don't miss this chance to transform Customer Success into a powerful revenue driver!Featuring:Marilee Bear, CRO at GainsightMarija Skobe-Pilley, Founder of Women In CS 

In this episode, I sit down with Swati Garg, founder and CEO of Melo Associates, one of the most recognised Customer Success recruitment firms in the US.Swati's career path is anything but traditional. She dreamed of being a Bollywood director, studied psychology and communication, and started as an HR journalist before pivoting into recruitment. Today, she helps CS professionals land roles by focusing on personalised applications, networking, and showcasing measurable impact.We cover:✅ Resume strategies that work – How to use keywords effectively so recruiters find you.✅ Quality over quantity – Why mass-applying doesn't work and what to do instead.✅ Following up like a pro – The best ways to reach hiring managers (hint: emails > LinkedIn).✅ The job market shift – Why local candidates have the advantage in hybrid work models.Swati's key message? Don't be afraid to reach out!This episode is packed with actionable advice for anyone job-hunting in CS or just wanting to future-proof their career.Follow Swati.This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://womenincs.co/the-revenue-csm

In a beautifully set Hook's office in the heart of London, Women in Customer Success hosted our first-ever live podcast recording, an intimate and immersive experience with a familiar voice: Daphne Costa Lopes.Daphne, HubSpot's Global Director of Customer Success - Strategic Accounts and Founder & CEO of This is Growth podcast, shared her journey, shaped by a disciplined upbringing, expat life, and a relentless drive for growth. She revealed the daily habits that keep her focused, how climbing Kilimanjaro helped her find closure after losing her father, and why her next challenge, Mount Everest Base Camp, reflects her approach to both life and career.Of course, we also talked Customer Success. Daphne shared insights on leadership, career growth, and the evolving role of Customer Success in business, including AI-driven shifts like the move from utilisation-based to consumption-based payment models.Our audience came prepared with questions on the future of subscription models, managing feedback, and effective customer advocacy strategies.Tune in for an inspiring, real, and deeply human conversation.Follow Daphne Costa Lopes__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://womenincs.co/the-revenue-csm

In this episode, I sit down with Patricia Awan, a passionate advocate for customer success, lifelong learning, and leading with grace. From her childhood dream of working in PR to her journey from Portugal to the UK, Patricia shares how she built a career centred on helping others and fostering trust.She's the Manager of Client Success at ITGL and a passionate communicator - which you will see once you listen to this episode.We dive into practical, actionable tips for achieving your goals, including:✅ Client-centricity: How focusing on outcomes (instead of just adding to your client's workload) builds stronger relationships.✅ Skills development: A simple method to assess job specs and identify skills that can shape your future career.Patricia also reminds us that customer success is about people - listening, learning, and engaging with empathy.In this episode:Leading with grace (and a smile on your face)Client-centricityLifelong learningSkills developmentTechnology as a toolCustomer engagement and managementMeaningful and human connectionWhether you're in sales, account management, or any client-facing role, this episode is packed with first-hand tips you can start applying today.Follow Patricia.This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

How can the skills you've learned in one job help you succeed in a completely different field? My guest is Ewa Zajac, a customer success leader at Social Talent, shares her unique journey from recruitment to customer success.Ewa talks about her career transitions, the importance of relationship building, and the transferable skills between recruitment and customer success. She also talks about the challenges she faced stepping into a leadership role without a traditional customer success background and how she empowered her team to thrive.In this episode:Career transitionsThe evolution of technology and career pathsTime management and productivityThe importance of appreciating the presentEwa's journey into recruitmentTransferable skills between recruitment and customer successRed flags on CVsThe impact of AI on recruitmentEffective assessment techniques for CSM candidatesTransitioning into customer successEmpowering teams as a leaderLeading without experienceReady to learn how to handle career changes, build stronger relationships, and grow in any role? Don't miss this inspiring conversation with Ewa Zajac. Tune in now!Follow Ewa.This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

How can a background in psychology and neuroscience shape a career in customer success?I had the pleasure of speaking with Emma Lampert, a customer success leader and yoga enthusiast. We talked about Emma's background in psychology and neuroscience, where she initially aspired to be a research scientist focused on abnormal brain development. Emma is a fractional leader for SaaS start-ups, focused on helping businesses grow through smart customer acquisition and retention strategies. She works with founders to create go-to-market plans that close big deals and build strong relationships with customers.Emma shared some of the most important lessons she has learned throughout her career, particularly the value of embracing failure as a part of growth.In this episode:The impact of neuroplasticityPracticing yogaTransitioning from science to customer successThe concept of the Growth RebelChallenging traditional customer success viewsPost-sales strategiesRecommendations for effective segmentationIdentifying key customer milestonesEmbracing failure as a leaderSome journeys remind us how powerful change can be, and Emma's story is one of them. This is an episode worth hearing, so don't miss out - tune in now.Follow Emma!Emma's website.This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

What role does appearance play in shaping perceptions at work, especially in customer-facing roles? That's what you're going to learn from this episode from my guest, Alexandra Sagaydak, Chief Customer Officer at PeopleForce. We talk about the importance of appearance in the workplace, especially in customer-facing roles, and how it can influence perceptions and interactions. Alexandra also shares her experiences of moving from Ukraine to Romania, her extroverted personality, and her passion for makeup and art. We also talk about the unique challenges and rewards of working in a startup environment. Alexandra provides valuable insights about the world of startups, including the opportunities for career growth, the importance of adaptability, and the potential for burnout.In this episode:Alexandra's background and move to RomaniaExtroversion and social experiencesAlexandra's passion for makeup and artThe impact of appearance in the workplaceAlexandra's career journey in customer successWorking in startupsAdvantages and challenges of startup lifeWhether you're considering a career in customer success, curious about the startup culture, or simply interested in makeup tips, don't miss this episode full of useful information and inspiration.Follow Alexandra!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

How can you, as a leader, truly empower your team to reach their full potential? In this episode, we discuss what it means to enable team members to recognise their potential or unique talents and how to approach difficult conversations.My guest is Nieves Canada, a leader in customer success and a passionate advocate for enabling others.Nieves shares with us her journey from being a translator to becoming an executive in the tech industry, she also discusses her purpose of empowering others to recognise their unique talents and thrive in their personal and professional lives. Nieves also shares valuable information about leadership, active listening, and the significance of building trust within teams. In this episode:Nieves's journey from translation to customer successThe importance of enabling othersStrategies for enabling team members and fostering trustBuilding trust in leadershipNieves's children's bookIt is stories that move us, and inspire us to do things. So, tune in for this one as I'm sure it will give you that extra boost of motivation much needed this time of year.Follow Nieves! This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

What's it like to move from sales to customer success? My guest Sara shares her career journey, how she moved from sales to CS, and how she's building strong customer relationships.Sara Arecco is the head of customer success and experience at Antavo, and a mentor at Women in Customer Success. Sara shares her experiences of moving from sales to customer success, the challenges of transitioning from a peer to a leader, and the importance of collaboration across departments.We also talk about her approach to building strong relationships with customers and how she fosters a supportive team environment, how she deals with leading a diverse team and imposter syndrome.In this episode:Sara's career journeyTransitioning from sales to customer successBuilding a customer success teamBuilding relationships with customersLeadership strategies and team dynamicsCollaboration across departments for successThe importance of customer feedbackTune in to hear more about Sara's journey and how she approaches the challenges of customer success in a tech company. You'll also hear about Sara's personal motivations, including maintaining work-life balance with the help of her beloved dog. Lots to take in and be inspired!Follow Sara!This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

Ever feel like you're not good enough, even when you know you've earned your spot?My guest, Ashley Stamps-Lafont, opens up about her experiences with imposter syndrome, especially as a woman in tech leadership. Ashley is a customer success executive and full-time mom. Over her 15-year career, she has led over 100 post-sales professionals in both VC and PE-backed SaaS companies.Ashley and I talk about the emotions around the election results and how they resonate with many of us, especially women in the workplace. Ashley also opens up about her personal experiences with imposter syndrome and shares advice on overcoming self-doubt, and she introduces her fractional firm, SuccessRx, which is helping businesses and people with their customer success challenges.In this episode, we talk about:Post-election day reflectionsEmpathy in leadershipCreating open forums for discussionThe importance of empathy in the workplaceMentorship and support for womenFuture-proofing careers in customer successMindset and behaviours for successOvercoming imposter syndromeAdvice on marketing yourselfTune in and don't miss this conversation filled with useful information and inspiration for women in tech and customer success!Follow Ashley!This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

Pragya Dubey, Vice President of Global Services at Agility PR Solutions is my guest in this episode of the Women in Customer Success podcast.She talks about her career in public relations and customer success. With nearly two decades of experience, she shares insights on how the PR landscape has evolved, especially in the age of social media and the challenges that come with it.She is a leader in customer success, focused on building strong partnerships that help both the business and the clients succeed. She makes sure that people, processes, and business goals all work together smoothly. By building great relationships with clients, leading a motivated team, and focusing on long-term growth, she's built a track record of success. Her approach ensures that both the company and its clients see real and lasting benefits.In this episode, we also talk about:Evolution of public relations (PR)Challenges in modern PRAdvice for PR professionalsThe role of a VP in Global ServicesBuilding relationships with clientsPrinciples of customer successHow to do PR for yourselfHit play and learn from Pragya's experience. Whether you're in PR, customer success, or just looking for inspiration, this episode has something for you. Don't miss it!Follow Pragya!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

Are you saying 'yes' to opportunities that come your way?I had the pleasure of speaking with Angeline Gavino, the VP of Customer Success at Katalon and a passionate advocate for women in customer success. We talked about Angeline's journey from the Philippines to Vietnam, where she has built a career in customer success. Angeline shared the importance of owning one's growth and seizing opportunities and advice for those starting their careers.We also talked about Angeline's recent adventure into podcasting with her show, CS RevSpeak. She told us about what motivated her to start the podcast which aims to provide resources and support for customer success leaders.Angeline is a Customer Success Leader with over 17 years of experience in the B2B SaaS industry. She has successfully built and scaled customer success organisations across four startups from pre-seed to growth stages. She is the Founder & CEO of CSRevSpeak, where she coaches CS leaders who carry a revenue quota and helps them establish effective CS operating models for revenue growth and upskill their teams to do expansion sales. She is also currently the Vice President of Customer Success at Katalon.In this episode:The move from the Philippines to VietnamAngeline's customer success career pathAdvice: What experience teaches usThe importance of seizing opportunitiesLaunching the CS RevSpeak PodcastOvercoming doubts in podcastingBuilding a communityListen to the full episode to hear more about Angeline's journey and her tips for career success. You'll gain valuable insights into building a rewarding career in customer success by understanding the importance of mentorship, community involvement, and leveraging past experiences. Our discussion reflects on how various roles, from support to operations, all play a part in shaping a fulfilling journey in customer success. Follow Angeline!This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

What does it take to create great customer experiences globally? Tune in and hear about the latest innovative strategies that combine AI, automation, and community management from Nádia Vieira, Manager of Global Digital Customer Success at LinkedIn Sales Solutions.We talk about her journey from aspiring journalist to a key player in customer success, the importance of creating personalised experiences for customers, and the potential of AI in improving customer experiences. Nádia shared insights into how her team is using AI to provide personalised recommendations and improve customer engagement, making the digital journey more effective. In this episode, you'll learn about:Nádia's transition from journalism to customer success and her path to LinkedInThe role of community management in customer successScaling customer success through digital strategies and automated journeysThe impact of AI on personalising customer experiences Tune in and learn how to use AI to create meaningful customer experiences.Follow Nádia!This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

How can empathy be a game-changer in leadership? In this episode, I had the pleasure of talking to Irina Vatafu, the Head of Customer Success at Custify. In her career journey, from her early beginnings to leading high-performing teams, intuition has played a key role in making tough decisions along the way. We talk about how empathy can be a superpower in leadership, transforming the way you interact with both your team and your customers while still driving success.Irina thrives in roles that require effective communication, problem-solving, and empathetic engagement. One of Irina's key strengths is her ability to create a collaborative and supportive workplace that consistently delivers exceptional experiences and fosters strong customer loyalty. Here's what you'll learn:Irina's inspiring journey in customer success and what she's learned along the wayListening to your gut feeling and intuition when making hard decisionsHow to build strong relationships with your customers and team membersIrina's idea on leading with empathy and why it's importantWhat it's like to be the Head of CSHit play and discover how to lead with empathy, build trust, and guide your team to success. Growth happens when you take the time to understand those around you and lead with both your head and your heart.Follow Irina! This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

Curious about what it takes to transition from the world of academia to an entirely new career in customer success? In this episode, Charlotte takes us on an incredible journey from the halls of Oxford University, where she earned her PhD, to the world of customer success - leading teams in the heart of New York City.Charlotte Jupp is the VP of Customer Success. She empowers and advises cybersecurity teams and C-suite stakeholders on how to strengthen their control and risk analysis across cybersecurity domains, allowing for security posture determination, prioritisation, and measurable improvement, driving product value, adoption, and usage. Charlotte leads teams to achieve exceptional ARR growth and customer retention with a hands-on attitude. Here's what you'll learn:Transitioning from academia to customer success Building customer success teams from the ground up Finding comfort in something completely new One key lesson that her current role taught her Facing challenges as a woman in a male-dominated industry Responding to gender stereotypes in cybersecurityHit play and learn how to break barriers, build confidence, and build your own path to success. Growth doesn't happen by staying where it's safe. It happens when you take those bold steps into the unknown and trust yourself to figure it out along the way. Charlotte's journey is proof that with determination, curiosity, and a willingness to adapt, you can succeed in places you never imagined. Don't be afraid to challenge yourself, take risks, and create your own unique path.Follow Charlotte!This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

Want to know the secrets to climbing the corporate ladder without ever leaving your company? In this episode, we're talking about the essential skills and strategies you need to master to move up the ladder and secure leadership positions - all while staying with the same company. My guest, Rebecca Wallace, is the Senior Director of Customer Success & Support at Workiva. She shares her incredible career journey, providing valuable advice on how to grow and succeed within the same organisation. We explore what it takes to build a strong career path and how to smoothly transition into leadership roles. But that's not all, you'll also learn about:Building relationships with managersCrucial considerations for moving up in your careerRebecca's secrets for moving up in your careerPeople leadership skillsWhether you're aiming for a management position or eyeing a top leadership role, this episode will enable you to start working on it with confidence. Learn how to handle your career transition, build lasting relationships that support your growth, and make every move count. If this sounds like a good plan, then play this episode to be able to reach the peaks of that career path curve.Follow Rebecca!This episode was brought to you by Deployflow.Enjoyed this episode? Subscribe to the Women in Customer Success podcast for more inspiring stories and tips to help you advance your career in customer success.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

My guest in this episode, Parul Bhandari, shares her incredible journey from starting a career in customer success to becoming the CEO of her own business. She talks about what it is like to be your own boss and the CEO of your own business, the motivation behind her community "South Asian Success", and diversity of background, age, etc.Parul is a Customer Success startup advisor and consultant based in Chicago. She draws from her collective background to design CS organisations that can be scaled successfully, to drive CS as a profit centre, and to drive value exchange and retention. Parul founded two organisations, CustomerXSuccess, where she provides advisory services to SaaS startups and coaching to CSMs, and the community South Asian Success, a global, professional community focused on the South Asian experience. We talk about:Being a mom and a CEOMentorship - professional and personal guidanceEmbracing gender, race, age and diverse backgroundsHiring diverse talentThe current job marketListen now and learn how we can all contribute to creating a more inclusive world by supporting diverse voices and perspectives. Follow Parul!This episode was brought to you by Vitally.Loved this episode? Make sure to subscribe to the Women in Customer Success podcast for more powerful stories and advice to help you succeed in the field of customer success.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Are you ready to transform your career and achieve your career goals?With my incredible guest, Heelee Kriesler, who is a customer success leader, we discuss some crucial career lessons that will not only guide you on your journey but also fill you with the confidence to stride forward. Heelee shares the essential skill sets she's developed throughout her career, including how to master public speaking and how to position yourself for your next role.In this episode, we talk about:How to take the next steps in your careerDeveloping public speaking skillsPositioning yourself for your next roleHow to take control of your career pathTune in to learn the strategies to take control of your career and confidently position yourself for your future role. Don't miss out on this chance to improve your career and get inspired by a leader who's been there and done that. Follow Heelee! This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Are you part of customer success communities?Are you curious about the power of communities in career growth?In this episode of the Women in Customer Success podcast, I talk to Cinthia Silva, a FinTech business strategist and a top 25 customer success influencer. We go into the importance of being actively engaged in customer success communities, the benefits of having your own community, finding your tribe, and growing your career within communities. She speaks from her own experiences in various communities, including CX Exchange, CS Middle East, Latinos in Success, RevGenius, Women in Revenue, and Women in Customer Success.What you'll find out in this episode:How to use communities effectively, whether as a participant or a community leader. The importance of playing the long game in personal and professional relationshipsHow communities can provide support, learning, and growth opportunitiesHow to build a personal brand through community engagement Practical tips for balancing involvement in multiple communitiesAdvice for starting or joining a community and avoiding common pitfallsThis interview gives you the opportunity to learn how to play the long game in your career and build meaningful connections within communities from remarkable women in customer success. So, make sure you find the time to take a listen.Follow Cinthia!This episode was brought to you by Vitally.If you enjoyed the episode, don't forget to subscribe to the Women in Customer Success podcast for more inspiring stories and practical tools to help you succeed in the field of customer success.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

How can playbacks help you perform better at work? Fallon and I talk about this underrated communication tactic that can improve your customer success skills and significantly boost your career. Because truly understanding what your customers are saying can help you stand out in your professional journey.Fallon Relay is the Global Director of Customer Success at Burt Intelligence. With over a decade of experience in customer success within both SaaS and startup environments, she has seen companies go from 0-100. And she has also seen some of the growing pains that come along with that journey. Throughout her career, she's always been drawn to the importance of building genuine relationships with customers. In this episode, you'll learn about: How to have conversations with customersWhere to start with playbacksHow playbacks help youThe importance of active listeningHow to understand your customers betterTake some time to listen to this episode and learn how playbacks can help your career grow and improve your customer interactions.Follow Fallon! This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Do you need to build a successful customer success function from scratch, but you feel overwhelmed and unsure where to start? In this episode of the WICS podcast, I asked Sara Masson to join me so that we can go into that specifically. Sara is a VP of Customer Success and an innovative customer success professional who's passionate about customer focus, creative campaigns, and organised project planning.She shares her CS journey, her framework, where to start from, and what the building blocks of a customer success function are.What you'll learn from this episode:How to build a successful customer success function Common mistakes made by CSMsHow to deliver value to your customersWhat works well Listen now and build a thriving customer success function. By mastering the customer journey and building a strong customer success function, will result in long-term satisfaction and loyalty. Remember, every step you take to improve customer success impacts the growth and success of your business.Follow Sara!Sign up for Sara's course HERE.This episode is brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Are you ready to transform your career and achieve the promotion you've been dreaming of? In this episode of the Women in Customer Success podcast, we talk about the tried and tested ways to take the next steps in your customer success career. My guest Eloise answers the key question: How to progress in your career? and reveals strategies that always work to move you forward.Eloise Salisbury is the Chief Customer Officer at AutogenAI - the UK's leading generative AI company. She is also the Founder of WISe (Women In SaaS), a UK-based women's network aimed at inspiring women to excel in their careers through networking opportunities, events, and quarterly mentorship programs.What you'll learn from this episode:How to advocate for yourselfWays to negotiate a new roleThe key to getting promotedHow to take your career to the next levelListen and apply these tried and tested methods to ensure/negotiate your career advancement in SaaS.Follow Eloise!This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

What does it take to build a successful customer success program, lead with confidence, stay in good mental and physical health, and achieve success? That's what you'll learn from my guest in this episode, Erin Stavi.Erin is the founder of Lakeshore Success Strategies. She is a customer success executive who helps startups build successful customer success programs from inception to scale. Companies she's worked with have raised over $200M in capital, been acquired, and gone from $0 to $11M in just over a year.We talk about: LeadershipErin's successes and achievementsHer recipe for successHow to build customer success programs and strategiesPhysical and mental well-beingMake sure to watch this episode because Erin's advice and proven strategies are sure to inspire and motivate you to take on your own challenges with renewed energy and perspective.Follow Erin!This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Are you getting stuck while doing a customer journey mapping? Join Jennifer and me as we explore the mistakes to avoid and get advice on creating an effective customer journey map. We also talk about where to start and how to get internal alignment for journey mapping.Jennifer Peters is a Customer Success Leader specialising in Seeds and Series A startups. With more than a decade of experience in the customer success field, Jennifer enjoys the start-up and scale-up environments where the groundwork and the foundation of customer success have the highest impact on growth.She specialises in building customer journeys that maximise impact on revenue and customer engagement, leading to high growth that originates from high retention combined with new business acquisitions.In today's episode, you'll learn about:✅ Mapping out Customer Journeys✅ How to Conduct Journey Mapping Workshops ✅ Mistakes to Avoid in Journey Mapping ✅ What's After Customer Journey Mapping?Watch now and don't miss out on this video because it's filled with valuable tips to help you with customer journey mapping, resulting in higher revenues and happier customers.Follow Jennifer!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Are you looking to drive revenue as a customer success team? With Emma, we talk about exactly that along with setting effective team quotas and compensation plans. We also go into Emma's customer success journey. In addition, you'll hear about her customer success team, how it has been achieving the quotas and what works well for her customer success managers.Emma is Vice President of Customer Success at RELEX, building and scaling high-performing CS teams in a hypergrowth business environment. She's passionate about building and scaling a world-class CS team that breaks boundaries and drives outstanding customer value and revenue growth.What you'll learn from this episode:Strategies for driving revenue as a CS teamWhat it means to be entrepreneurial as a CSMHow to set team quotas and compensation plansBuilding business acumen as a Strategic Customer Success ManagerAlthough what first comes to mind about Customer Success is customer retention, advocacy and enablement, it's worth highlighting that revenue growth is also among those main goals - hand in hand with efficiency improvement. So, make sure you put this episode of the Women in Customer Success podcast on your playlist and make use of the things we cover in it. Follow Emma! This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

How do you live a big life and achieve your full potential, both personally and professionally? That's exactly what we talk about with Melissa Bickford.Did you know that your habits and values drive personal development and that being proactive can help you achieve your goals? Melissa shares tips on how to live a full and authentic life by exploring your passions and interests, whether it's through a new hobby or focusing on health and wellness. Melissa Bickford is an executive in the software industry, based in Notting Hill. Having carved out a global banking and tech career across Australia, the USA, and the UK over the past 15 years; Mel has developed a deep passion for helping others achieve their fullest potential both professionally and personally. She is excited to enter the wonderful world of podcasting to share her life experiences in the hope they'll help others by building a safe and supportive community.In today's episode, you'll hear about:How to push through discomfortWhy you need to start something newHow to enjoy what you're doing for workListen now and feel the inspiration to improve your life. Here's to a more empowered and motivated you!Follow Melissa!This episode was brought to you by Gainsight.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Is your CS team transitioning into commercial roles? Then this video is for you! Join us as Therese shares helpful tips on how to transition CSM teams into commercial roles. Learn how to help with mindset shifts in behaviours, team training and development, and master the art of leading a team.Throughout her professional career, Therese has been the face of various industries, from hospitality to sales to customer service. Whether it's greeting guests with a warm smile, closing deals with finesse, or resolving issues with empathy, she thrives in customer-facing roles, finding joy in every interaction.For the past five years, Therese has been immersed in the realm of CS, cherishing every opportunity to foster meaningful relationships and drive revenue through the seamless integration of sales and CS.What this episode has in store for you:Career development tipsAdvice for leadersPersonal development and professional growth tipsTherese also offers advice on achieving a work-life balance while being a mother. Dive into this episode for tips for transitioning teams and developing your career. Follow Therese!This episode was brought to you by Gainsight.Exciting news

Latin America. Leading teams dedicated to serving these regions has further strengthened her ability to navigate their unique nuances.Beyond her professional pursuits, she embraces the multifaceted roles of a dedicated mother and an ardent ballet enthusiast—albeit a humble one. You'll also hear about:How can you help customers achieve their goals?What to include in the customer success plan?What is the right thing to do as a CSM?Tune in and learn what it truly takes to deliver value to every customer, create an effective customer success plan, and help your clients achieve their goals. Don't miss out - transform your approach and lead with confidence.Follow Natalia!This episode was brought to you by Vitally.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Are you looking for ways to boost your career growth and master the art of building a personal brand? Natasha Evans, Head of Customer at Hook is who I welcome in this episode of the Women In Customer Success podcast.Natasha has spent the last 10 years in Customer Success, first as a Customer Success Manager and then leading teams and whole CS organisations. Natasha loves both the building of processes and frameworks in CS as well as building diverse teams and cultures. Natasha is a big advocate for working parents, female leaders, and Customer Success as a function in SaaS.We discuss the importance of being authentic to yourself as you face the challenges on your customer success journey. When you build your personal brand, it's not just about gaining visibility, it's about showcasing your unique skills and achievements. Strategic self-promotion is crucial for both professional and personal growth. We also go into:Why stepping up and taking ownership is importantStrategies to elevate your personal brandHow to build your personal brand and get promotedOther people's experiences can be invaluable lessons for improvement. So, tune in, learn how to build your personal brand and make your mark in the industry you're in.Follow Natasha!This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In this exciting episode of the Women In Customer Success podcast, I am joined by Giorgia Pedenzini, a Customer Success Manager at Gainsight and a pro at building strong customer relationships. In our conversation, Giorgia gives strategic CSM tips, from deepening your understanding of customer needs to improving customer interaction skills. She shares her journey to becoming a customer success manager and her experience building a career in customer success.We talk about building customer loyalty, and Giorgia gives helpful advice for CSM professionals. She explains the importance of really getting to know and forming deeper relationships with customers. Giorgia also talks about the importance of entrepreneurial skills for CSMs, showing how these can help innovate and push your career forward. What this episode has in store for you:CSM career tipsCSM strategic thinking skillsCelebrating customers' successHow to get to know your customers betterThis episode is sponsored by Gainsight, a customer success and product experience software.Follow Giorgia!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In this episode of the Women In Customer Success podcast, my guest is Ursula Llabres, the Global Director of Customer Growth and Commercial Sales at Reality Labs, Meta.Ursula was one of the founding leaders of customer success practice (being one of the first 10 in CS at salesforce.com back in 2005) and has since transformed and led high-performing global teams at some of the top tech companies like Oracle, Salesforce, Box, Microsoft, InsideSales and now Meta to name a few. We talk about how to reach an executive position and the important senior management skills needed for an executive-level position. Whether you're just starting out as a Customer Success Manager or you're an experienced manager, Ursula shares helpful information that will help you get ahead. Ursula gives tips on communicating with authority, articulating thoughts and ideas clearly and effectively, and how to be confident as a manager.She also advises how to dress like an executive and the right executive style to help you look and feel professional.In today's episode, you'll learn:How to lead as an executiveConfidence tips for managersSenior managerial skillsHow to be articulate and well-spokenHow to communicate with authorityHow should an executive dressInclusion and diversityStrong body language How to get into an executive positionSkills to thrive as an executiveIf you're on your own leadership journey, feel free to share your experiences in the comments below. Let's grow together!This episode is brought to you by Vitally.io.  Visit vitally.io/women today to schedule your demo and get your Airpods.Follow Ursula! __________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In this episode, my special guests are Emilia D'Anzica and Sabina Pons, both mothers in Customer Success. Emilia is the founder of Growth Molecules, and Sabina is its Managing Director. They co-authored a book called 'Pressing ON as a Mom in Tech' - a guidebook for mothers who want to thrive in tech.In this video, you'll hear about: Sabina's journey as a young mom in corporate AmericaEmilia's experience about what it looks like to be a mother in techMaternity leave for women in techPregnancy discrimination at workStrategies for thriving as a mom in techThis genuine talk, filled with useful advice and real-life stories, will make you feel seen. Tune in now for a dose of inspiration!If you are a mom in tech, feel free to share your experience in the comments below.Follow Emilia D'Anzica and Sabina Pons!This episode is brought to you by Vitally.io. Visit vitally.io/women today to schedule your demo and get your Airpods.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In this episode, Marley Wagner, a digital customer success consultant with a wealth of experience, takes you on a journey through the digital customer success landscape. Discover how to get started with digital customer success, achieve work-life balance, and how to be a good customer success professional.In this episode, you'll find the answers to these two questions: What does a digital customer success consultant do?What is digital customer success experience?Plus, if you were wondering where to start when creating a digital CS practice, you'll hear about the shortest way to get started in digital customer success, and how to identify and stand up for your personal needs in the workplace.Don't miss out - tune in to learn from Marley's digital customer success experience and get some useful tips for succeeding in the digital world.Follow Marley Wagner!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

In today's episode, we will be breaking into Customer Success and how to stand out when applying for a job in CS with Shannon Nishi. Shannon is the Director of Customer Success at Customer.io, and has been through a bunch of interviews on both sides of the chair herself. So in this episode, she shares with us:How to read your audienceProcesses for business continuityHow to write a resume that speaks to the hiring managerResume red flags and how to avoid themMistakes to avoid in your job interviewHow to best prepare for a job interviewWhat to ask at the end of a job interviewThinking about giving customer success a try? Join us for expert tips on writing standout resumes and acing job interviews. Don't miss out - polish your skills and get ready to seize opportunities! Because opportunities will come, but it's a matter of how we react that will make all the difference.Follow Shannon Nishi__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Vicky Kennedy, Founder of Echtus, a customer education service, shares her insights on why it is important to strategically design customer education. She takes us through her journey from academia to entrepreneurship, highlighting her experience in higher education and the transition to the tech industry. If you want to know more about incorporating targeted customer education into your Customer Success strategy, then this conversation is a must-listen.In this episode, you'll hear about:What is customer education?What is the purpose of customer education?The value proposition of customer education for business Mistakes to avoid when starting out with customer education Challenges in customer educationVicky's entrepreneurial journeyBeing entrepreneurial in your current role Tune in and learn with us - from insights and entrepreneurship to everything you need to know about customer education.Follow Vicky Kennedy__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Nicky Feeney, ClickUp's global success enablement manager, shares her journey from account management to crafting her unique role within the tech industry. She's managed to get promoted to her new role in only three months. In this episode, you'll hear how it happened. We focus on the importance of fine-tuning interactions with supervisors and clients, emphasising the significance of celebrating victories alongside addressing challenges.Here's what we cover in our interview:Creating your role in customer successCareer lessons for CSMsThe importance of nurturing soft skills as a CSMCreating a vision and executing goalsThe 4 pillars of customer success enablementTune in for an inspiring conversation - one that will motivate you to craft the best customer success story.Follow Nicky Feeney!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

My guest in this episode is Julie Fox - one of the Top 100 Customer Success Strategists, and one of the 25 Creative Leaders. She is a people leader who deeply cares about her team; and cares about them as humans, taking care of their wellbeing at work. Her current role is Sr Manager of Customer Success at FloQast. Julie's story is far from ordinary, with roots in special education and strides in commercial real estate. However, with a special interest in coaching and a growth mindset, she managed to transition to a completely different career i.e. what she does now.She says that being a leader is endlessly fulfilling, as you are in a position to help others unlock their full potential. And it's a privilege to be part of people's stories.Here's what we covered in our interview:Creating opportunities for yourself and changing careersHow to motivate your team as a team leaderThe benefits of a feedback-driven approachLessons learnt from our careersDeveloping teams by fostering human connectionI am sure you will enjoy this episode and our conversation. Follow Julie Fox!Recommended book: Radical Candor by Kim ScottRecommended tool: Gong__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow: Podcast Website Women in Customer Success: womenincs.co Podcast host: Marija Skobe-Pilley Coaching with Marija: marijaskobepilley.com/programs Get a FREE '9 Habits of Successful CSMs' guide LinkedIn Women in Customer Success (WiCS) page Instagram: @womenincspodcast

In this episode, we join forces with Elizabeth Italiano, a Go-To-Market Expert and Founder of What Not To Do, to talk women in tech - challenges and solutions.  Elisabeth's plentiful experience in the industry makes this episode a real conversational treasure chest. So, be prepared to get tons of insights on:  ·       How to overcome the current challenges faced by women in tech·       Why women need to be more assertive (and how to do it)·       Negotiation skills women need to adopt·       The significance of having go-to people/mentors·       Predictions for trends in sales leadership The episode is packed with actionable steps for women leaders - and everyone in between - to catalyse gender diversity in tech. We round out the discussion with the need for self-advocacy with some great examples, emphasising that the common humility found in women needs to step back. Get ready to absorb the wisdom and become that advocate for change, setting a new standard for an inclusive and equitable tech environment.  Join us, and let's move the needle together.Follow Elizabeth Italiano!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow: Podcast Website Women in Customer Success: womenincs.co Podcast host: Marija Skobe-Pilley Coaching with Marija: marijaskobepilley.com/programs Get a FREE '9 Habits of Successful CSMs' guide LinkedIn Women in Customer Success (WiCS) page Instagram: @womenincspodcast

Unlock the secrets to thriving in customer success and the nuanced craft of cross-selling with the insightful Kristen Gray Psychas from Banzai. In our latest episode, Kristen, a trailblazer in the customer success landscape, offers a treasure trove of strategies that promise to elevate your career trajectory. Her transition from international relations to influencing the growth of a publicly-traded tech giant is nothing short of remarkable. But it's her candid sharing of how she navigates professional waters as a neurodivergent individual and new mother that truly enriches this conversation. This is more than just a lesson in business - it's a heartening glimpse into personal triumph and growth.Prepare to be inspired as we discuss the pivotal role of understanding customer goals and the transformative power of effective communication for fostering long-term relationships. Kristen's expertise shines as she reveals how kickoff and QBR meetings can become a goldmine for identifying expansion opportunities within your current customer base. We delve into the synergy between customer success and sales strategies, highlighting how transparency with clients can lead to prosperous upsells and cross-sells. Moreover, Kristen's perspective on embracing neurodiversity offers a fresh lens on collaboration, showing us how diverse minds can propel innovation and strengthen team dynamics. Join us for an episode that's as enlightening as it is empowering, charting a path for professional excellence and inclusive teamwork.Follow Kristen Gray Psychas!This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow: Podcast Website Women in Customer Success: womenincs.co Podcast host: Marija Skobe-Pilley Coaching with Marija: marijaskobepilley.com/programs Get a FREE '9 Habits of Successful CSMs' guide LinkedIn Women in Customer Success (WiCS) page Instagram: @womenincspodcast

Join us as we celebrate the 100th episode of the Women in Customer Success Podcast with a special guest - Aurore de Saint-Exupéry, a passionate Customer Success Manager at  ClickUp who took the road less travelled. Aurore transitioned from the high-end retail world into the tech industry, manifesting her belief that caring, loyalty, and teamwork are the secret ingredients for success in any industry.Aurore's journey to ClickUp, her dream company, was filled with intense preparation, professional advice, and a few nerve-wracking interviews. The moment she discovered the job opening, she embarked on a challenging ride, connected with the right industry expert, continuously learning about the role and its challenges and presented a highly successful case study that got her a job. Learn about the steps she took to land the interview, prepare for this transition and nail the interview process. The world of luxury retail and customer success might seem worlds apart, but Aurore talks about the principles for serving customers that are universal across roles and industries. She shares her strategies for succeeding as a new CSM, emphasizing the importance of product knowledge, undertaking extra projects and approaching her role as a customer coach, making sure they feel guided and supported. We also touch on the joy of travelling, immersing oneself in new cultures, and living abroad. Join us for this episode and hear the inspiring journey Aurore took to embrace her dream career in Customer Success. Did you know?Aurore was born in Paris and has lived across France, the UK, Hong Kong, and JapanShe started her career in luxury retail (Chanel & Louis Vuitton) Avid travellerTransitioned from non-tech into SaaS Customer Success Aurore was promoted to a Sr CSM within a year Direct descendent of Antoine de Saint-Exupéry, the author of the book 'The Little Prince' - one of the best-selling books in history!In this episode, you'll learn about: Aurore's career entry in luxury retail and its lessons on customer experienceProcess of applying for Customer Success role without previous tech experience Interview preparation for non-tech and non-saas experienceHiring Manager's perspective on hiring for a non-traditional backgroundLearning curve as a first-time Customer Success ManagerStanding out as a 'newbie', setting high standards and getting promotion-readyFollow Aurore de Saint-Exupery!This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow: Podcast Website Podcast host: Marija Skobe-Pilley Get a FREE '9 Habits of Successful CSMs' guide LinkedIn Podcast page Instagram: @womenincspodcast

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.Join us as we sit down with Margriet Paagman, who remarkably transitioned from a sales role in a global printing company to leading the EMEA customer success team at Contentstack.Margrit shares her journey filled with challenges in adapting to a new industry, culture, and language, and how her team's support was instrumental in her success. She transitioned from hardware to the Saas industry where she started as an account director and climbed the corporate ladder to become the VP of Customer Success at Insided.In this episode, you'll hear proven strategies and experiences of leading teams through significant changes like mergers and acquisitions, highlighting the importance of transparency and communication. We talk about the qualities of an effective leader, emphasizing the importance of listening and helping team members maximize their strengths. We're also dispelling myths about career progression. So, tune in and don't miss out on an opportunity to hear practical advice on career growth and leadership.Follow Margriet!Leave a Review__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow: Podcast Website Podcast host: Marija Skobe-Pilley Get a FREE '9 Habits of Successful CSMs' guide LinkedIn Podcast page Instagram: @womenincspodcast Join the FREE Women in Customer Success Network!

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.In this podcast episode, Amy Downs, the founder and CEO of Customer Obsessing Consulting, talks about her journey from being a software engineer to becoming a customer success leader and the lessons she learned along the way. The episode delves deep into the principles of humble leadership, the importance of creating a safe space within organizations, and the need for a customer-centric approach in business.Drawing inspiration from the principles of servant leadership, Amy emphasizes the role of humility in leading teams that are supportive and customer-focused. Her insights, inspired by Daring Greatly by Brené Brown, hold critical lessons for leaders seeking to foster an environment where employees feel valued, not inferior.Amy is sharing her unique consultative approach to customer success, from journey mapping, segmentation strategy, and digitization to team culture. In this episode, you'll learn about: Amy's career journey from software engineer to company CEOHumility and servant leadership as a catalyst for career growth Embracing intuition as women's superpower Empowering organizations to be customer-centricFollow Amy Downs and Customer Obsessing Consulting!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

In this episode, we sit down with Jennifer Roderick, an executive customer success leader. Jennifer takes us on a journey through her unique career path, from starting out as a teacher to becoming the executive director of a nonprofit for suicide prevention. She shares how her experiences in crisis management and social work have shaped her leadership style, emphasizing open communication and prioritizing the personal and professional growth of her team members.Join us as Jennifer provides valuable insights and inspiration for anyone looking to thrive in the customer success field. Tune in and get ready to be motivated and empowered.In this episode, you'll learn about: Jennifer's unique career background in social work and crisis management Leadership Strategies for Developing PeopleDesigning individual career and coaching plans Here are the key takeaways from our conversation:1️⃣ Embrace your diverse background: Don't underestimate the value of your unique experiences. Jennifer's background in social work and crisis management has provided her with invaluable negotiation and problem-solving skills that helped her in customer success career.2️⃣ Prioritize open communication: As a leader, it's important to foster an environment of open communication. Your team members should feel heard and supported, both professionally and personally. Encourage their personal growth and ensure that their career aspirations are nurtured.3️⃣ Continual growth and fulfilment: While it's great to have talented team members, it's equally important to support their ongoing growth and development. Help them explore new opportunities, challenge them to think outside their comfort zones, and ensure they feel fulfilled in their roles.Episode chapters:[00:03:10] Unexpected career path: teacher, counselling, suicide prevention leader to Customer Success[00:04:00] Nonprofit and social work shaped Jeniffer's leadership skills[00:10:38] Individualized coaching plan crucial for team success[00:20:21] Importance of customer management and preparation for conversations[00:21:46] Importance of value touch points with customers Follow Jennifer RoderickBYOB - Build Your Own Brand - cohort-based course by Diana de Jesus and Marija Skobe-Pilley__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.In this insightful conversation, meet Shruti Sharma, Customer Success Advisor and Consultant. Shruti shares her journey to customer success, starting from her background as a product manager to becoming a sales engineer and ultimately pursuing a career in customer success. She discusses her passion for working directly with customers and the joy of making a direct impact on their growth. Whether you're a seasoned professional or just starting your career in customer success, this episode is packed with insights and practical advice on building your soft skills acumen - a crucial skill set anyone working with customers will ever need. So grab your favourite cup of coffee, get your trainers on and have a healthy walk with this conversation with Shruti Sharma on the Women in Customer Success Podcast.Fun facts about Shruti:

Get ready to meet Nikki Clarke-Crossman, Global Head of Customer Success at Coherent. Nikki shares her experiences of leading teams in changing economic environments, as well as her interesting PhD research in Customer Success. In particular, she's exploring the ambidexterity between being customer-centric while also reaching the company's revenue goals and targets. Main takeaways:1️⃣ Customer-focused vs Business growth-focused: If Customer success is all about being customer-focused, it's important to find the balance between driving company growth and facilitating customer needs.2️⃣ The challenge of customer centricity in a SaaS organization: Can we truly be customer-centric when we have targets and revenue goals to meet? This ambidexterity within the CS role and organization itself is something that Nikki is diving deep into with her ongoing PhD research.3️⃣ The Customer Success Skills for the Future: Customer success has evolved in recent years, emphasizing adoption, usage, operations, metrics, and digital success. In the future, technical proficiency and commercial acumen will be the essential skills for the job.Episode chapters:[00:05:41] Can we truly be customer-centric in CS?[00:11:21] Customer success has evolved and now requires diverse skills, including business acumen and technical skills[00:13:49] Will CS teams still be relevant in non-business critical environments? [00:23:51] Master the product, embrace challenges, and maintain rhythm.Follow the guest: Follow Niki!Check out the Customer Success Executive Circle!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Coffee time! If you like this podcast, support the creation of new episodes with a cup of coffee HERE!Follow: Podcast Website Podcast host: Marija Skobe-Pilley Get a FREE '9 Habits of Successful CSMs' guide LinkedIn Podcast page Instagram: @womenincspodcast Join the FREE Women in Customer Success Network!

This episode is proudly brought to you by Vitally.io, the leading all-in-one customer success platform. Visit vitally.io/women today to schedule your demo and get your Airpods.In this episode, we had the pleasure of speaking with Shanta Bodhan, a Director of Customer Experience at Talespin. She shares her insights on building resilience in times of change and adversity. Main takeaways:1️⃣ Embrace a growth and capability mindset: Shanta highlights the importance of developing a growth mindset and continuously building new skills. By embracing challenges and seeking opportunities to learn and grow, you can navigate uncertain times with confidence and adaptability. Remember, you are capable of more than you think!2️⃣ Consistent networking matters: Networking should be a consistent part of your professional journey. Starting small, like joining industry Slack groups or attending virtual meetups, can be a great way to build connections and learn from peers. Just 30 minutes a week can make a significant impact on your career. Remember, relationships are key!3️⃣ Seek mentorship for growth: Mentoring is a valuable personal and professional development resource. Whether it's addressing impostor syndrome or honing specific skills, having a mentor can provide guidance and support. Forming mentoring relationships can also lead to valuable connections within the customer success community. Don't be afraid to reach out and ask!4️⃣ Developing Soft Skills: Effective communication, active listening, or articulation, are instrumental in customer success roles. By investing in soft skills training, one can enhance confidence and resilience in navigating challenging situations.In this episode, you'll learn about: Consistent vs constant networking Knowing your worth despite of economic environment Look for continuous learning & leadership opportunitiesBe prepared, not paranoidFollow Shanta!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Coffee time! If you like this podcast, support the creation of new episodes with a cup of coffee HERE!Follow: Podcast Website Podcast host: Marija Skobe-Pilley Get a FREE '9 Habits of Successful CSMs' guide LinkedIn Podcast page Instagram: @womenincspodcast Join the FREE Women in Customer Success Network!

In this episode, we're talking to the special guests, Dr Laura Elgeti and Dr. Katharina Prohl-Schwenke. They are Co-Founders of CustomerSuccess Academy, book authors and academic researchers. We explore the importance of collaboration between account executives, account management, and customer success in creating and achieving value for customers. From understanding the significance of individual value to exploring the blurred lines between customer success management and key account management, this episode will provide valuable insights for anyone interested in building strong customer relationships. Key research findings:CSM is crucial not just in SaaS, but for all companies seeking long-term customer relationshipsCustomers value CSM efforts when they genuinely enhance their experience, leading to collective benefits like cost reduction and improved processes, as well as individual value for both customers and employees.Effective CSM practices result in easier work-life experiences for customers.Continuous monitoring through CSM activities positively influences purchase decisions, increasing customer retention rates for those receiving more focused efforts.Join us as we dive into the fascinating realm of customer success management and uncover the strategies and frameworks that drive success in today's business landscape!Check out:Customer Success Academy https://customersuccess-academy.com/CSM Wheel https://customersuccess-academy.com/#csm-wheelFollow Laura & Katharina!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Coffee time! If you like this podcast, support the creation of new episodes with a cup of coffee HERE!Follow: Podcast Website Podcast host: Marija Skobe-Pilley Get a FREE '9 Habits of Successful CSMs' guide LinkedIn Podcast page Instagram: @womenincspodcast Join the FREE Women in Customer Success Network!