Podcasts about Customer success

Send us a textIn this powerful and deeply human conversation, Joey Pinz sits down with Dwain Daniels — a customer success leader, father of three, and creator of the Leave It Better movement — to explore what it means to show up with intention in every area of life. From leadership and family to faith, work ethic, and personal growth, Dwain shares how small, consistent actions can create lasting impact.This episode moves effortlessly from lessons learned growing up in the Bronx to parenting across different life stages, navigating customer relationships without ego, and why helping one person is more than enough. Dwain opens up about grace, accountability, mental health, legacy, and why real leadership is rooted in listening, not control.You'll also hear reflections on resilience, lessons learned from loss, the importance of being present, and why defining success on your own terms is essential in a world obsessed with comparison.This is a conversation about humanity, humility, and leaving every person, place, and moment better than you found it. ⭐ Top 3 Highlights❤️ Why legacy is built through values, not possessions

Ready to churn less and win more?

What if the reason your job search isn't working has nothing to do with your experience and everything to do with how you're showing up? In this episode, I sit back down with Zach Sanford to unpack a powerful shift most Customer Success professionals completely overlook… treating your job search like a CS role.We break down exactly how to demonstrate your CSM skills at every stage of the process—from discovery-driven interviews and stakeholder management, to value-based storytelling, strategic outreach, and even negotiation. You'll hear tangible examples of what “walking the walk” actually sounds like in interviews, how to tier your job search like a book of business, and why small moments of delight (like thank-you notes) can make or break an offer. This is less about saying you're a great CSM and more about proving it in real time.By the end, you'll walk away with a clearer strategy, more confidence, and a completely different way to approach your job search—one that de-risks you as a candidate and positions you as the safest hire in the room. If you're ready to stop applying harder and start showing up smarter, hit play and let's dive in.0:46 – Why Customer Success Skills Give You a Unique Edge in the Job Search2:26 – How “Being a CSM” During Your Job Search Proves You Can Do the Job3:21 – Demonstrating (Not Just Talking About) Your CS Skills in Interviews5:26 – What “De-risking” Yourself for Hiring Managers Looks Like8:08 – Managing Your Job Search Like a CSM Manages a Book of Business13:01 – Leveling Up Your Interview Game with Context, Curiosity, and Tying Insights Together20:55 – Why Deep Research and Tailored Outreach Set CSMs Apart21:47 – The Power of Negotiation and Value Selling in CS Job Offers27:16 – How Small Gestures (Like Thank You Notes) Can Get You Hired30:21 – Why Being Intentional Wins In CS Job SearchFREEBIES & RESOURCES:

Sue Andersen, Director of Customer Success, & Debra London, Manager, Client Experience, Jenzabar

Justifying investment in customer success is far harder than justifying spend in sales and marketing. In episode #350, Ben walks through a practical framework for evaluating the ROI of customer success and retention programs by tying customer success investment directly to ARR, MRR, and revenue retention performance. Instead of relying on vague qualitative benefits, this episode outlines how finance and SaaS leaders can quantify retention improvements and translate them into real financial impact. Resources Mentioned Blog post on quantifying customer success and retention ROI: https://www.thesaascfo.com/quantifying-investments-in-customer-success-and-retention/ SaaS Metrics Course: https://www.thesaasacademy.com/the-saas-metrics-foundation What You'll Learn Where customer success should be classified on the SaaS P&L (COGS vs. Sales) Why customer success ROI is harder to quantify than CAC or go-to-market efficiency How to use MRR and ARR waterfalls as the foundation for retention analysis The difference between gross revenue retention and net revenue retention in ROI modeling How expansion, contraction, and churn act as independent levers in retention A scenario-based approach to estimating ARR impact from retention improvements Why It Matters Helps justify customer success spend with real revenue and ARR impact Improves financial modeling and long-term financial strategy decisions Connects retention performance to unit economics and scalability Avoids over-investing in customer success without measurable outcomes Provides a clearer framework for board and investor discussions

In this episode of the Thread Podcast, host Justin Vandehey sits down with Neal McCoy, VP of Customer Success and Professional Services at BigCommerce, to unpack where customer value most often breaks down after a deal is closed — and how companies can fix it.Neal shares insights from nearly a decade building CS and PS at BigCommerce, explaining why customers don't buy software to “solve problems,” but to make or save money. The conversation explores how unclear value realization creates friction during onboarding, why sales-to-CS handoffs fail, and how AI is reshaping customer success through better context, automation, and voice-of-the-customer insights at scale. Key Takeaways & HighlightsCustomers buy software to make money, save money, or both — not just to solve surface-level problemsMisalignment on value realization is the #1 reason onboarding and CS struggle post-saleSales teams often assume customers understand value — they usually don'tThe earlier value is quantified and documented in the sales cycle, the stronger the post-sale executionAI can eliminate manual handoff friction by summarizing calls, emails, and deal context automaticallyTraditional CS metrics like surveys and NPS are statistically weak; voice of the customer at scale is the futureCustomer success leaders must act as the primary conduit for customer insight back into product and GTMPersonalization at scale requires cohort-based learning, not one-size-fits-all onboardingFewer deals with clearer value often outperform higher-volume pipelines long termThe best salespeople optimize for customer outcomes, not just closed deals Chapters & Timestamps00:00 – Welcome & Introduction Justin introduces Neal McCoy and his background across military, fintech, digital engagement, and ecommerce.02:00 – Neal's Career Path & BigCommerce Journey How Neal helped build CS and professional services as BigCommerce moved upmarket.04:30 – Where Customer Value Breaks Down Post-Sale Why customers trade one set of problems for another when value isn't clearly defined.06:45 – What CS Wishes Sales Would Hand Off (But Rarely Does) The missing context that makes or breaks onboarding and adoption.09:15 – AI's Role in Fixing the Sales-to-CS Handoff How AI can summarize deal context and remove the burden from sellers.11:45 – Voice of the Customer vs. Traditional CS Metrics Why surveys fail and how AI unlocks insight from unstructured customer data.14:30 – Personalization at Scale in Ecommerce Onboarding Using cohort-based success models across industries, regions, and merchant types.17:15 – The Biggest Misconception Sales Leaders Have About Post-Sale Why focusing on value may reduce conversions but increase long-term growth.20:00 – The Future of CS, PS, and AI at BigCommerce How AI is changing delivery models, expertise, and customer expectations.22:30 – Closing Thoughts & What's Next Neal's outlook on AI, value delivery, and helping merchants succeed long-term.

We analyzed 1,474 CSM conversations to uncover why they are leaving and what keeps them in 2026. Grab the Free Talent Report here: https://customer-success-career.captivate.fm/reportCSMs don't leave because they're bad at their jobs — they leave because no one can see the impact they're making. In Part 2 of this series, I'm breaking down the real reason high-performing CSMs feel invisible, even when they're driving renewals, expansion, and retention behind the scenes.We're unpacking what “impact” actually means when CSMs say they're missing it, why this isn't a motivation problem but a systems problem, and the three patterns I see over and over again in teams with high turnover. I'll walk you through where leaders unintentionally lose their best people, the gaps that prevent CSMs from articulating their value, and the exact operational, enablement, and management shifts that change everything without adding more work.By the end of this episode, you'll finally have language, structure, and a clear action plan to make impact visible and undeniable. If you're tired of feeling overlooked or watching top CSMs walk out the door, this is the missing piece you haven't addressed yet. Hit plat and let's dive in.1:07 – Why High-Performing CSMs Still Feel Invisible (and Leave Because of It)3:13 – The True Meaning Behind “I Want More Impact” (It's Not Just About Praise)4:42 – How Being Forced Into Reactive Work Stops CSMs from Contributing Strategically6:10 – The Real Cost of Not Having Access to Key Metrics and Business Data11:51 – 5 Root Causes Leadership Misses That Make CSMs Feel Disconnected15:29 – 3 Critical Fixes: Better Operations, Enablement, and Coaching (Not Just More Tools)19:16 – Why Advocating for Growth or Finding a Company That Invests in You Matters Now More Than EverOTHER EPISODES YOU'LL LOVE:

Signup for RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, host Anika Zubair sits down with Emma Lambert, VP of Customer Success at Ably, to discuss the critical role of customer success in driving revenue. They explore how to turn renewals into predictable revenue forecasts, the importance of understanding customer engagement, and the strategies for effective upselling. Emma shares her insights on building a revenue-focused customer success team, the significance of financial literacy, and the necessity of asking direct questions during customer interactions. The conversation emphasizes the need for a structured approach to renewals and upsells, integrating them into a cohesive NRR strategy, and the value of continuous discovery throughout the customer journey.Chapters:00:00 Introduction 03:00 The Role of Customer Success in Revenue Generation05:55 Understanding Customer Engagement and Value Delivery09:06 The Importance of Forecasting in Customer Success12:10 Navigating the Commercial Landscape of Customer Success15:02 Building a Revenue-Focused Customer Success Team18:10 The Six-Month Renewal Framework21:10 Asking the Right Questions for Renewals24:09 Upselling Strategies in Customer Success26:55 Integrating Renewals and Upsells into NRR Strategy30:02 Best Practices for Revenue-Focused Customer Success32:56 Quick Fire Questions with Emma LambertConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Connect with Emma Lampert: https://www.linkedin.com/in/emmalampert/Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event

Clement Manyathela speaks to Paul Byrne, who is Head of Insights and Customer Success at Pnet to discuss what the most in demand jobs for 2026 are in South Africa. The Clement Manyathela Show is broadcast on 702, a Johannesburg based talk radio station, weekdays from 09:00 to 12:00 (SA Time). Clement Manyathela starts his show each weekday on 702 at 9 am taking your calls and voice notes on his Open Line. In the second hour of his show, he unpacks, explains, and makes sense of the news of the day. Clement has several features in his third hour from 11 am that provide you with information to help and guide you through your daily life. As your morning friend, he tackles the serious as well as the light-hearted, on your behalf. Thank you for listening to a podcast from The Clement Manyathela Show. Listen live on Primedia+ weekdays from 09:00 and 12:00 (SA Time) to The Clement Manyathela Show broadcast on 702 https://buff.ly/gk3y0Kj For more from the show go to https://buff.ly/XijPLtJ or find all the catch-up podcasts here https://buff.ly/p0gWuPE Subscribe to the 702 Daily and Weekly Newsletters https://buff.ly/v5mfetc Follow us on social media: 702 on Facebook https://www.facebook.com/TalkRadio702 702 on TikTok https://www.tiktok.com/@talkradio702 702 on Instagram: https://www.instagram.com/talkradio702/ 702 on X: https://x.com/Radio702 702 on YouTube: https://www.youtube.com/@radio702 See omnystudio.com/listener for privacy information.

This is one of my favorite conversations that I wanted to replay this week. If you are in any post sales Customer Success, or Account Management world, you have most likely heard of this week's guest. This week's guest started his journey studying Information Systems and Software Engineering before making the shift into Professional Services, Support, and Customer Success. At the time of recording, he was an Executive VP of Corporate Market and Chief Customer Officer at Higher Logic. Now, he is the CEO of Balboa Solutions, where they help their clients maximize the value of the Pendo platform to power adoption, enablement, and user analytics.This week's guest is the heart of Mount Pleasant, South Carolina, Mr. Jay Nathan. In this week's episode, we discussed:Customer Centric MindsetNatural Curiosity For CustomersLessons From Duke Energy (Large Enterprises and Heavy Process)The Start of The Largest CS CommunityUsing Your Own ProductMuch More! Please enjoy this week's episode with Jay Nathan.____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me! Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn

What happens when customer success and marketing actually work together? You get growth that lasts. In Episode 10 of Podbean Amplified, we sit down with Mark Pafume, VP of Customer Success and seasoned marketing leader, to talk about the strategies that turn users into loyal advocates and products into long-term platforms. Mark shares real insights from the front lines — where customer experience, retention, and brand growth all collide. If you're a creator, marketer, or podcast host looking to grow not just your audience — but your community — this one's for you. Don't forget to like, comment, and subscribe for more conversations with leaders shaping the future of podcasting and creator growth.

“At some point, founders have to stop babysitting the business — or growth stalls.” — Rohit KumarIn this episode of Evolving Your Workplace, Carol Schultz sits down with Rohit Kumar, Founder and CEO of Chapter Apps, to explore one of the hardest transitions for founders: knowing when hands-on leadership turns into micromanagement — and how that mindset quietly becomes a bottleneck to growth.Rohit shares the evolution of Chapter Apps, from its early days as a mobile-first learning platform to its current focus on enterprise AI solutions for sales and employee assistance. He explains why the pivot toward AI was driven not by hype, but by real customer demand — especially the need for instant, accurate answers in high-stakes sales conversations.The conversation digs into what “babysitting” actually looks like at the CEO level: testing products personally, double-checking team output, and stepping in when managers aren't driving execution forward. Rohit generously opens up about the deeper reason founders struggle to let go — fear of disappointing customers — and how confidence in the team directly affects a leader's ability to delegate.Carol and Rohit also discuss scaling across geographies, co-founding a company with a spouse across time zones, and why relocating to San Francisco has accelerated Chapter Apps' AI innovation through proximity to partners, platforms, and real-time problem solving.They close by examining growth constraints, talent challenges, inbound vs outbound sales, and whether roles like Chief of Staff and Customer Success are luxuries — or necessities — for founders who want to stop reacting and start leading.Connect With Host Carol SchultzFind more information about our host Carol Schultz and her company at Vertical Elevation, LinkedIn, and Instagram.Want to be our next guest expert? Email cat.gloria@verticalelevation.com with your information.And of course, click "follow" to stay up-to-date on new episodes and leave an honest review/rating letting us know what you thought!

Ready to churn less and win more?

We analyzed 1,474 CSM conversations to uncover why they are leaving and what keeps them in 2026. Grab the Talent Report here: https://customer-success-career.captivate.fm/reportWhat if I told you that 85% of CSM turnover is completely preventable — and most leaders are missing the real reason their top performers are walking out the door?In this episode, I break down insights from 1,474 Customer Success professionals who told us exactly why they're job hunting. And spoiler alert, it's not layoffs, pay, or return-to-office mandates. I reveal the surprising truth about what CSMs want most in their next role, and how even your most loyal team members start considering exits.I'll also unpack the three types of CSMs who leave for growth, the invisible ceiling stopping your best people, and the #1 leadership blind spot you can correct to transform retention overnight. This is part one of a two-part series, and today we're starting with the data leaders need to see.By the end of this episode, you'll finally understand what's normal, what's fixable, and where your blind spots might be, whether you manage a CS team or you're a CSM quietly feeling stuck. Want to know how to turn your team into unstoppable, loyal top-performers? Hit play and let's dive in.4:04 – Why Most CSM Turnover Is Preventable5:57 – What “Growth” Actually Means for CSMs8:20 – Three Types of CSMs Who Leave for Growth13:03 – Why Impact Really Matters15:43 – Next Steps for CS Leaders & CSMs: Action Plans Are Coming in Part Two

Text us your questions and thoughts!What's Next for Customer Success in 2026? That's the question we're answering today.Welcome back to another PowerUp Masterclass in partnership with our friends at Gainsight where we're going beyond the Pulse Europe conference recap and into what really matters: where Customer Success is heading in 2026.Together with Tori Jeffcoat, Director of Product Marketing at Gainsight, we're unpacking  the biggest trends and ‘aha' moments from Europe's leading CS event, and sharing our predictions for the year ahead.You'll walk away knowing:Why AI adoption is lagging and how teams are gearing up for agentic successHow CS is becoming a revenue driver through better post-sale visibilityWhat's actually working in digital-scale strategies right nowWhat CS, Product, and Revenue leaders should prioritise nextThis is your chance to turn Pulse's key takeaways into your 2026 game plan. Grab your notebook and tune in. FeaturingTori Jeffcoat, Director of Product Marketing at GainsightMarija Skobe-Pilley, Founder, Women In Customer Success

This week's throwback guest, Rob Zambito, went from being a shy child, to University of Penn Psychology graduate, to now a successful Customer Success Leader & Consultant. Rob has experience from Seed to Series B, growing Customer Success teams from 2 to 20 members, and so much more!In this week's episode, we discussed:Building A Common Language Across The BusinessA Hypothesis-Driven ApproachThe Importance of MentorsOnboarding Cross-Sell Checklist Consciously Investing in Customer Success Much MorePlease enjoy this week's episode with Rob Zambito ____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me! Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!

When applied consistently and effectively, one simple practice can have a tremendous impact on culture and create a ripple effect across your organization. What is that practice? Rounding.In this episode, Dr. Janet Pilcher welcomes Samantha Sands, Director of Customer Success for K-12 Rounding, to discuss how small, intentional interactions help leaders build trust, strengthen culture, and boost engagement.Together, Janet and Samantha explore what successful rounding looks like in practice, why recognition and follow-up matter, and how leaders can turn what they learn into meaningful change. Samantha also shares real examples of how districts are using rounding to ensure employees feel seen, valued, and heard, and how the right tools can help leaders transform insights into action that drives improvement.Recommended Resources: K-12 Leader Rounding, Strengthen Your District with Rounding and RecognitionFollow Host Dr. Janet Pilcher on LinkedIn: https://www.linkedin.com/in/janetpilcher/

In this episode of Disruption/Interruption, marketing veteran Ed Locher pulls back the curtain on B2B marketing's biggest lie: that the MQL machine actually drives growth. As CMO of PureFacts Financial Solutions and author of "Digital Transformation: People, Process and Technology," Ed reveals why 15 years of marketing automation created a sugar rush that's now crashing, and how AI can help fix it without repeating the same mistakes. This is a no-holds-barred conversation about emotional connection, the 95% of buyers marketers ignore, and why marketing tenure averages just 18 months. Four Key Takeaways: The MQL Mirage Is Built on a Lie 8:56Marketing automation promised accountability through MQLs, but overdelivering on MQL targets quarter after quarter never translated to actual revenue growth. The entire system targets only the 5% of the market ready to buy right now—ignoring the 95% who need demand creation, not demand capture. B2B Buying Committees Have Tripled in Size 16:30The buying committee for enterprise B2B purchases has exploded from 5 people to 16. You can't build credibility and trust with 16 stakeholders through email sequences—you need emotional connection and personalized storytelling that speaks to each person's specific drivers (CFO cares about ROI, compliance cares about regulations, operations cares about not making headlines). AI Raises the Floor, Not the Ceiling 29:59AI protects terrible marketers from themselves by raising the quality floor, but it hasn't raised the bar for great marketing. The real opportunity lies 3-4 standard deviations above the mean—where human empathy, emotional triggers, and genuine understanding of customer pain create outsized impact that AI can't replicate. Marketing Attribution Is a Myth 44:13There will never be a "cast iron steel rod of attribution" connecting marketing activities directly to purchases. Marketers who work for leadership that doesn't understand this are doomed to 18-month tenures, chasing MQL targets that deliver short-term sugar rushes followed by revenue crashes. The rare CEO or investor who recognizes this broken motion is the problem—not the marketer—creates space for real growth. Quote of the Show (44:13):"There will never be a cast iron steel rod of attribution that says marketing did X, which led to this person buying something. It just doesn't work that way.” — Ed Locher Join our Anti-PR newsletter where we’re keeping a watchful and clever eye on PR trends, PR fails, and interesting news in tech so you don't have to. You're welcome. Want PR that actually matters? Get 30 minutes of expert advice in a fast-paced, zero-nonsense session from Karla Jo Helms, a veteran Crisis PR and Anti-PR Strategist who knows how to tell your story in the best possible light and get the exposure you need to disrupt your industry. Click here to book your call: https://info.jotopr.com/free-anti-pr-eval Ways to connect with Ed Locher: LinkedIn: https://www.linkedin.com/in/edlocher/ Company Website: https://purefacts.com How to get more Disruption/Interruption: Amazon Music - https://music.amazon.com/podcasts/eccda84d-4d5b-4c52-ba54-7fd8af3cbe87/disruption-interruption Apple Podcast - https://podcasts.apple.com/us/podcast/disruption-interruption/id1581985755 Spotify - https://open.spotify.com/show/6yGSwcSp8J354awJkCmJlDSee omnystudio.com/listener for privacy information.

That line on your resume that makes your stomach drop in interviews isn't the problem. The way you're talking about it is. In this episode, I'm breaking down exactly why career gaps and layoffs quietly derail otherwise strong candidates and how most people accidentally confirm an interviewer's worst fears without realizing it.I walk you through what hiring managers are actually thinking when they see a gap on your resume and the two mistakes that cost candidates job offers every single day. I also share the simple three-part formula I use with clients to turn layoffs and career gaps into one of the most confident moments of the interview. No over-explaining. No defensiveness. No awkward justifications. Just a clear, calm story that reassures the interviewer and shifts the conversation back to your value.By the end of this episode, you'll know how to talk about layoffs without spiraling or apologizing for your existence, and you'll finally feel in control of a question that used to throw you off your game. If you've been dreading this part of the interview or replaying your answer in your head after every call, this one might change everything. Hit play and I'll walk you through exactly what to say and why it works.1:16 – Why Career Gaps Aren't Automatically Dealbreakers for Hiring Managers2:52 – The Three Hidden Fears Recruiters Have About Resume Gaps (and How to Disarm Them)6:06 – The Most Common Mistakes People Make When Discussing Layoffs in Interviews8:17 – The Simple 3-Step Formula That Turns Your Career Gap Into an Interview Strength13:09 – How to Pivot from Explaining Your Gap to Proving You're Perfect for the Role16:17 – Why Owning Your Story (Not Over-Explaining) Makes You Instantly More Attractive to Employers

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABEDon't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.Click here to schedule a free demo: https://info.shop-ware.com/profitabilityTransform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingProsShop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.Simplify payments. Streamline operations. Check out 360payments.com today!In this episode, Lucas and David are joined by Ruth Wisniewski, Senior Director of Customer Success at Vehlo. Ruth shares how her team at Vehlo elevates client experience by helping shops leverage software to meet their goals, from boosting efficiency to increasing car count. The discussion explores the importance of building a favorite brand through “moments of truth” in the customer journey, and the role company culture plays in delivering exceptional service.00:00 "Vehlo Customer Success Leadership"03:48 "Streamlining Your Shop's Experience"07:40 "Building Culture Around Experience"10:46 "DIY Car Fixer Fails"15:14 "Creative Problem-Solving Improves Outcomes"18:13 "Sales vs. Customer-Centric Approach"20:30 Shady Shopware Setup Concerns25:25 "Customizable Customer Experience at Vehlo"26:56 "Empowerment Through Vehlo's Support"31:08 "Customer Experience: A Guided Reflection"35:50 "Cost of Goods Discrepancy"36:44 "Reading Release Notes Religiously"42:16 "Lion's Mane and Nerve Healing"45:49 "Recovering Without Surgery"47:06 Lion's Mane for Focus?52:14 "Best Banana Pudding Ever"53:18 Raleigh's Amazing Food Scene

Today our guest is Kait Ahlbrandt, school psychologist and Director of Customer Success at EmpowerU. We talk about why educator wellbeing is essential to student success and how adult regulation shapes classroom climate. Kate shares why intentional listening and making space for connection matter, especially when educators feel overwhelmed. She highlights the need for practical, realistic supports that help educators show up present, regulated, and ready to teach. Learn More About CharacterStrong:  Access FREE MTSS Curriculum Samples Request a Quote Today! Learn more about CharacterStrong Implementation Support Visit the CharacterStrong Website

In this episode, we're joined by Kate Sygrove, Director of Customer Success at Mouseflow, the SaaS platform for website behavioral analytics. Mouseflow is a $10M+ ARR business with 3,500 customers, 51 employees, and a CS org balancing enterprise white-glove with digital CS at scale. Kate shares a practical playbook for one of the biggest CS challenges in SaaS right now: getting heard at the exec table. We unpack what it actually means to “speak the language of the CFO,” how to turn CS insight into predictive numbers the business can plan around, and why CS leaders need to pair hard data + soft data to drive decisions on churn, retention, and roadmap priorities. Here are some of the key questions we address: What does it mean to “speak CFO” as a CS leader and, why does prediction matter so much? How do you convert customer sentiment into a forecast model that the exec team can use? Why is hard data + soft data the only reliable way to judge account health? How do you reframe CS initiatives into business outcomes like revenue protected, time-to-value, and scalability? What should CS leaders demand from Sales/Marketing/Product to make collaboration actually work? What changes when you transition from CSM → CS leader, and how do you prepare for the jump?

What if the only thing standing between you and your next career breakthrough is a lesson you haven't learned yet? In this milestone episode, I'm reflecting on 100 plus episodes of podcasting and the unexpected career lessons that came with it. This isn't a highlight reel or a victory lap. It's the real mindset shifts that changed how I approach hard things, fear, and consistency in my career and with my clients.I walk you through three lessons that apply just as much to your job search or next promotion as they did to building this podcast. We talk about why your future identity deserves a vote, how fear is often a green light instead of a stop sign, and why big goals sound impressive but realistic ones are what actually move the needle. Each lesson is grounded in real experiences and practical takeaways you can start using immediately without overhauling your entire strategy.By the end of this episode, you'll feel clearer, calmer, and more confident about the next move you've been avoiding or overthinking. If you've been stuck in your head, burning out, or waiting to feel ready, this conversation might be the shift you didn't know you needed. The real question is which of these lessons are you finally going to act on.2:20 – Why Your “Future Self” Should Have a Say in Your Career Decisions3:56 – How Acting Like the Confident Version of You Can Transform Your Interviews7:19 – Why Fear Means You're Heading in the Right Direction—Not the Wrong One8:18 – The Surprising Reason Fear is a Signal You're on the Right Path14:22 – Why Tiny, Realistic Goals Beat Unsustainable Large Ones for Consistency17:06 – How Consistency (Not Overwhelm) Helps You Get Hired and Promoted

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zubair and guest AsAshley Stamps-Lafont discuss the evolving role of customer success within go-to-market strategies. They explore the importance of building relationships, establishing trust, and the necessity of aligning customer success with revenue goals. Ashley shares her experiences as the first VP of Customer Success at Quotapath, emphasizing the need for customer success leaders to understand financial metrics and the shift towards revenue ownership. The conversation also touches on the future of customer success, the importance of communication, and actionable advice for aspiring leaders in the field.Chapters:00:00 The Role of Customer Success in Go-To-Market Strategy14:39 Building Relationships and Trust in Customer Success24:44 Metrics and Revenue Ownership in Customer Success39:29 Future Directions for Customer Success46:51 Advice for Aspiring Customer Success LeadersConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Ashley Stamps-Lafont:Linkedin: https://www.linkedin.com/in/ashleystampslafont/Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-eventWant to be my next podcast guest apply here: https://www.thecustomersuccesspro.com/podcast-guestDownload my freebies:https://thecustomersuccesspro.com/resources

“Lazy leadership” doesn't always mean you're lazy. Often it's what happens when capable leaders get pulled into constant demands, fire drills, and decision fatigue—until intentional leadership quietly disappears. In today's conversation, I'm joined by Corinne Gavlinski (Founder & CEO of The Gav Group) to name what this looks like in real leadership life, what it costs, and the antidote: creating space to reflect, getting back into your Impact Zone, and taking small, deliberate actions that restore clarity and momentum. We also talk about identity jolts—those messy, humbling chapters that can become a catalyst for more grounded leadership when you stop trying to “power through” and start leading from truth. What you'll learn in this episode How to recognize when you've drifted into “lazy leadership” (even if you're working nonstop) The antidote: how leaders return to the Impact Zone with clarity and intention Why identity jolts can refine your leadership and strengthen your legacy Episode chapters 01:54 — What “lazy leadership” is (and what it's not) 04:27 — The Impact Zone + the antidote: space to reflect + a “catapult” tool 10:50 — Legacy leadership: “Who do you want to be remembered as?” 13:25 — Identity jolts: caregiving, pivots, ego hits, reinvention 16:30 — Betting on your innate talents (not just passion) 22:01 — A practical team clarity process (why accountability matters) 30:48 — The closing reflection + your 24-hour action step Mentioned resource The Impact Zone Guide About Corinne Gavlinski Corinne Gavlinski is Founder & CEO of The Gav Group and a thought partner to C-suite leaders who want results that matter—to their teams and their legacy. She's a former SVP of Customer Success with 20+ years in executive Sales and Account Management roles across digital healthcare and finance. She holds an MBA from Loyola University Maryland and is board-certified as an executive coach and certified as a team coach. About Kc Rossi Kc Rossi, PCC is an Integrative Leadership Coach and host of the Heart Glow CEO® Podcast, where mission-driven, high-performing leaders learn to lead with clarity, emotional steadiness, and self-trust—without burning out or abandoning what matters most.

** Always looking for fantastic guests for upcoming shows - feel free to buzz me on 0414659800 to chat or

If you have ever walked out of an interview thinking I nailed that and still did not move forward, this episode is your wake up call. Today, I'm breaking down one of the most common reasons qualified CSMs struggle to land offers even when they prepare and practice. Most candidates prep for every interview the exact same way, and it quietly works against them. Recruiters, hiring managers, and cross-functional partners may ask similar questions, but they are listening for very different signals.In this episode, I walk you through a smarter, more strategic way to prepare based on who you are interviewing with so you can tailor your answers without sounding scripted or inauthentic. By the end, you will know exactly how to shift your messaging so you come across confident, credible, and intentional in every round. If you are tired of guessing what interviewers want and ready to finally control the outcome, hit play and let's dive in. And if you want to discover the easiest and most effective way to prepare for your Customer Success interviews, watch my Free Training on how to Nail Your CS Interviews: https://customer-success-career.captivate.fm/nailinterviews02:37 – Why Memorizing Interview Answers Backfires (and What to Do Instead)8:13 – How to Prep Differently for Recruiters vs. Hiring Managers vs. Cross-Functional Teams14:42 – The "Checklist" Approach Recruiters Really Use And How to Make It Work for You21:23 – How to Show Hiring Managers You're the One Who'll Help Them Hit Their Goals 27:00 – Ways to Stand Out in Cross-Functional Interviews by Addressing What Each Team Actually Cares About10:44 – The Fastest Way to Level Up Your Interview Prep (Hint: It's All About the Interviewer's Perspective)Other Episodes You'll Love:Episode 3: Falling short in interviews? ACE your next Customer Success job interview with these simple tips!

Six years after his first appearance on Founder Views, Luca is back with the real story of how AI forced a full business model and go-to-market shift.Customerly went from a seat-based, product-led support platform for small SaaS teams to an AI-first customer service engine selling into mid-market and enterprise, where volume and ROI are obvious.In this episode we get into:The AI pivot: why they refused to build “old-school chatbots,” and how ChatGPT changed what was possibleQuality metrics that matter: error rate, confidence thresholds, escalation triggers, and why AI CSAT can be higher than humansWhat actually trains a good AI agent: knowledge base structure, what not to upload, and how hallucinations happen in the real worldAutomation outcomes: average ticket closure rates, what drives 80%+ vs 40–50%, and how teams improve over timeEnterprise GTM shift: moving from product-led to sales-led, filtering signups, longer cycles, bigger ACVOutbound reality: why the agency failed, what changed when they built outbound internally, and the tooling stack (Clay, Apollo, Lemlist, Pipedrive)Founder sales lessons: Challenger Sale thinking and why founders still need to own sales earlyThe Arena The Arena is a private Skool community for SaaS founders who are actively building and selling. I share real-time decisions, experiments, and assets as I use them while growing a bootstrapped SaaS.No theory. No polish. Just execution.Learn more at: https://www.skool.com/the-arena/Chapters / Timestamps00:00 – Reunion after 6 years and what changed (COVID + AI era)01:27 – Luca intro: what Customersly does today02:30 – From $100K ARR to near $1M and why pricing changed05:08 – “Chatbots are shit”: how they built AI without the bad UX07:10 – Under 1% error rate and reducing hallucinations09:52 – Grounded AI, intents, and automating beyond FAQs11:09 – Closure rate benchmarks and what “good” looks like16:41 – How to pick an AI support tool that actually works18:20 – Training mistakes: transcripts, clutter, and marketing banners causing hallucinations20:46 – Confidence thresholds and escalation as a feedback loop22:48 – How long it takes to move from 45% to 70–80% automation24:34 – Should AI learn from your inbox? Pros, risks, and why they avoid it29:41 – Implementation timelines: small teams vs enterprise rollouts31:38 – Why AI CSAT can beat humans (speed wins)35:46 – Escalation rules: human request, sentiment, low confidence, missing info37:21 – Going enterprise: ARPU jump and sales-led reality41:02 – Outbound experiment: agency failure and building it internally43:32 – LinkedIn ads + Clay targeting + the masterclass lead magnet49:25 – Challenger Sale and shifting the conversation53:20 – Founder lesson: why you can't outsource what you haven't done58:54 – Outbound stack: Clay, Apollo, Lemlist, Sales Nav, Pipedrive01:05:12 – 2026 vision and wrap

Ready to churn less and win more?

What if the reason you feel stuck in your Customer Success career has nothing to do with your performance and everything to do with the path you're blindly following? On today's episode, I'm unpacking the uncomfortable truth about traditional CS career paths and why doing “the next logical step” can quietly derail your growth, happiness, and earning potential. We'll talk about why promotions that look good on paper can feel miserable in real life, how following the crowd leads to boring roles and regret, and the simple mindset shift that changes how you make career decisions inside Customer Success.By the end of this episode, you'll walk away with a completely new way to think about success in your Customer Success career, one that's built around what you're actually good at, what you enjoy, and where you want to end up, not what everyone else is doing. If you've ever felt pressure to go enterprise, become a CSM, or say yes just because it's “the path,” this conversation will give you clarity, confidence, and permission to choose differently.3:05 – Why Blindly Following a Career Path Can Lead to Burnout and Missed Potential5:41 – How Peer Pressure (and ‘Default' Decisions) Steer You Off-Course8:33 – Why Enterprise CSM Isn't Automatically the Next Best Step15:56 – The Power of Defining Your Own Success in Customer Success (and Knowing You Have Choices)22:00 – How Tech Touch Customer Success Offers Rapid Growth and Thought Leadership Potential28:12 – The One Interview Question That Reveals If a Future Manager Is There by Choice

Hewitt Tomlin is the co-founder of TeamBuildr and he currently oversees Sales, Marketing & Customer Success. Since 2012, TeamBuildr’s strength and conditioning software has led the industry, trusted by more than 5,000 programs in 30 countries and closing in on $10M in annual revenue as a fully bootstrapped company. Hewitt is also a former D1 starting quarterback and has a passion for the organization of strength training, team building and youth development as a legitimate and sustainable business and profession. Links: https://www.teambuildr.com Instagram: https://www.instagram.com/teambuildr LinkedIn – https://www.linkedin.com/company/teambuildr-llc/ Twitter/ X – https://x.com/teambuildr — Get your FREE eBook and Webinar at www.foreverclientformula.com The Principles of Performance is proud to be recognized by FeedSpot as one of the Top 30 Fitness Podcasts: https://podcast.feedspot.com/fitness_podcasts/ We have also been recognized as one of the Top 100 Strength Coach Podcasts on the web by MillionPodcasts: https://www.millionpodcasts.com/strength-coach-podcasts/

In a previous episode, I introduced “The Sales Series” to re-intro many amazing conversations from Sales Leaders on the show. This week, I am resharing “The CS Series” to highlight incredible Customer Success Leaders from the show. Today we will be covering 5 CS Leaders: Brooke Simmons: “Prioritization Quadrants” (Ep. 130)https://podcasts.apple.com/us/podcast/130-the-state-of-customer-success-2023-with/id1528398541?i=1000599320083 https://open.spotify.com/episode/3GUG3xZVRg70ER8zuOyF2R?si=3cfe012a2d014107 Luke Ferrel: “The Customer Needs Triangle”  (Ep. 131)https://podcasts.apple.com/us/podcast/131-the-growth-of-scaling-customer-success-and/id1528398541?i=1000600560447 https://open.spotify.com/episode/50Pwr6m23z46HDMeBhoxU5?si=c7a0bd79ce0d4de3 Tyler Meckes: “Account Mapping Playbook”  (Ep. 147)https://podcasts.apple.com/us/podcast/147-the-account-management-customer-success-growth/id1528398541?i=1000616621251 https://open.spotify.com/episode/64lbqKMcYCliq25xVLEOMh?si=ac43ba87f6674817 Rob Zambito: “Conscious Investments in CS”  (Ep. 149)https://podcasts.apple.com/us/podcast/149-consciously-invest-in-customer-success-with-rob/id1528398541?i=1000618331520 https://open.spotify.com/episode/2nv23CFUGUhfocZIfcWKCP?si=d5a8591c280b428b Jay Nathan: “Customer-Centric Mindset” (Ep. 154)https://podcasts.apple.com/us/podcast/154-the-customer-centric-mindset-with-jay-nathan-evp/id1528398541?i=1000622913191 https://open.spotify.com/episode/21MTbcIJhvhOpBGn47A3RO?si=a11735d5af5e4038 Please enjoy this week's episode of “The CS Series”. I am now in the early stages of writing my first book! It will cover my journey into sales, the lessons learned, and include stories and advice from top sales professionals around the world. I'm excited to share these interviews and bring you along on this journey!Like the show? Subscribe to the email: Subscribe HereI want your feedback! Reach out at 20percentpodcastquestions@gmail.com or connect with me on LinkedIn.If you know anyone who would benefit from this show, please share it! If you have suggestions for guests, let me know!Enjoy the show!

Send us a textThis finale feels less like an ending and more like a graduation ceremony for everyone who has ever cared about Customer Success.In this closing chapter of the customer success playbook podcast, Kevin Metzger and Roman Trebon look back on a journey that started as a “ludicrous” idea over food and drinks and turned into a global community with nearly 13,000 downloads across countries like Australia, Israel, France, and beyond. They revisit how the show began as a simple networking experiment during a job transition and evolved into a platform for learning, connection, and real human stories behind Customer Success careers.Kevin and Roman share their favorite guests and moments—from foundational lessons on P&L and value with Dave Jackson, to onboarding excellence with Donna Weber, to conversations about imposter syndrome with Rachel Provan, and the future of AI and agents with Sam Cummings. They talk candidly about fear, courage, and the reality that neither of them knew the first thing about podcasting when they started.This episode is a reflective, warm, and occasionally cheeky goodbye to the show in its current form—and a clear pivot point toward what's coming next for both hosts, their careers, and the evolving world of Customer Success and AI.Detailed AnalysisFrom a business and leadership standpoint, this episode is a masterclass in experimentation, courage, and community-building.1. Turning a career transition into a strategic platformKevin initially launched the podcast as a networking tool while navigating a job transition. That decision paid off in multiple ways: expanded visibility, deeper relationships, and a strong professional brand. For leaders and CS professionals, this is a powerful example of turning uncertainty into leverage—using content as a strategic asset rather than just a marketing tactic.Key takeaways for operators and executives:Don't wait for the “perfect moment” to build a platform—build while you're in motion.Treat visibility, networking, and knowledge-sharing as part of your job, not an optional extra.Use long-form conversations to deepen trust with your ecosystem (customers, peers, partners, talent).2. The Customer Success community as a force multiplierRoman highlights how generous and open the Customer Success community has been—guests freely sharing their time, their expertise, and even their networks by recommending future guests. This is more than feel-good community talk; it's a blueprint for modern go-to-market.Business relevance:High-performing CS communities create compounding value: better ideas, stronger talent pipelines, and faster pattern recognition around what works.Geographic boundaries matter less when you're connecting through content; an Atlanta-based duo built a truly global audience.Investing in community creates resilience—especially in volatile job markets.3. Learning as a competitive advantage (and a personal operating system)A recurring theme in the conversation is learning: Kevin's love for learning, Roman's reflections on trying new formats, and the way every guestPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this second episode with Tom Hopkinson, Head of Coffee and Customer Success at ROEST, we continue our conversation about roasting, technology, and the development of modern sample roasters. If you haven't listened to Part 1 yet, we recommend starting there to get the full story of Tom's background and the origins of our collaboration with ROEST.   In Part 2, we dive deeper into how roasting practices have evolved, the challenges and possibilities of automation, and the way ROEST approaches innovation in both hardware and software. Tom shares his perspective on where roasting technology is heading, what roasters still misunderstand, and how better tools can lead to better coffee.   Tune in if you are interested in roasting, sample roasters, and the future of coffee technology.   Learn more about ROEST on their website here: https://www.roestcoffee.com/   Music by my uncle Jens Wendelboe.

When the world's leading voice in human-centered privacy joins forces with the high-octane energy of Ash Brown, the result is an eye-opening deep dive into the digital frontier. Ash Brown welcomes Ken Griggs, the Emmy award-winning technologist and CEO of Julia Social, for a timely conversation about the UK government's proposed nationwide digital ID system and its global implications. The Big Debate: Security vs. Surveillance Ken Griggs brings decades of expertise in blockchain technology and cryptography to dissect what a centralized digital ID truly means for the average citizen. While governments pitch these systems as a convenience for accessing public services, Ken sounds the alarm on the hidden costs to personal privacy and data autonomy. In this captivating episode, Ash and Ken explore: The Centralization Trap: Why storing the identity of an entire nation in a single database creates a high-risk honey pot for hackers and state actors. The Julia Social Vision: How Ken's work with Julia Social advocates for a decentralized identity approach, where individuals—not institutions—own and control their own data. The UK Digital ID Ripple Effect: Why the global community should watch these legislative moves closely, as they could set a groundbreaking or dangerous precedent for digital rights worldwide. Turning Tech Insight into Real-World Action Ash Brown's signature Authentic Optimism keeps the conversation grounded as Ken provides actionable insights on how listeners can protect their digital footprints today. From understanding the mechanics of Not.Bot to the security power of the Chia blockchain, this interview bridges the gap between complex tech and everyday life. Seeking a masterclass in the future of privacy? This episode of The Ash Said It Show is essential listening for anyone who values their digital freedom. Web: Not.Bot About this Founder: Ken Griggs is the visionary founder and CEO of Julia Social, a platform dedicated to human-centered privacy and decentralized social networking. With a career spanning decades at the intersection of technology and human interaction, Griggs has established himself as a premier authority on blockchain applications and digital security. A Legacy of Innovation from Speech Research to Blockchain Before launching Julia Social, Ken Griggs built a reputation as a pioneer in several cutting-edge fields. He spent years at the forefront of speech recognition research, laying the groundwork for how humans interact naturally with complex digital systems through voice technology. Following this, he transitioned into a leadership role as the Vice President of Customer Success at Chia Network Inc (CNI). During his tenure at CNI, he played a pivotal role in the growth of the eco-friendly Chia blockchain, specializing in the development of real-world applications focused on security, sustainability, and efficiency. The Shift to Julia Social and Digital Autonomy Driven by a deep passion for user-owned data and digital autonomy, Griggs eventually departed from his role at Chia Network to found Julia Social. His current mission is to reshape the digital landscape by moving away from centralized data silos toward a more secure, decentralized future. Today, Ken Griggs is frequently sought after for his insights on human-centered privacy, designing technology that prioritizes the user over the institution. He remains a leading voice in decentralized identity and blockchain strategy, influencing the global conversation on how digital identity and social connectivity should evolve in a Web3 world. Meet Ash Brown, the dynamic American powerhouse and motivational speaker dedicated to fueling every journey toward personal and professional success. Recognized as a trusted voice in personal development, Ash delivers uplifting energy and relatable wisdom across every platform she touches. Why Choose Ash Brown Ash Brown stands out as an influential media personality due to her Authentic Optimism and commitment to providing Actionable Strategies. She equips her audience with the tools necessary to create real change and rise above life challenges. For those seeking inspiration, Ash Brown serves as the ultimate guide to turning motivation into measurable action. The Ash Said It Show Top Ranked Podcast With over 2100 episodes and more than 700000 global listens, the Ash Said It Show features inspiring interviews, life lessons, and empowerment stories from changemakers across all industries. Each episode delivers practical tools and encouragement to help listeners thrive in their daily lives. Visit the official website at AshSaidit.com to explore more. Connect with Ash Brown Follow the journey and access exclusive content through these official channels Goli Gummy Discounts go.goli.com/1loveash5 Luxury Handbag Discounts theofficialathena.com ref ashsaidit Review the Podcast on iTunes itunes.apple.com/us/podcast/ash-said-it/id1144197789 Subscribe on YouTube youtube.com/c/AshSaidItSuwanee Instagram instagram.com/1loveash Facebook facebook.com/ashsaidit Official Blog ashsaidit.com/blog #atlanta #ashsaidit #theashsaiditshow #ashblogsit #motivationalspeaker #personaldevelopment #atlantapodcast #femaleentrepreneur #successmindset #inspiringwomen #contentcreator #selfimprovement #ashbrown #businessgrowth #atlantabloggerBecome a supporter of this podcast: https://www.spreaker.com/podcast/ash-said-it-show--1213325/support.

Today's show features: 

 - Lawrence Breaud, Dealer Principal at Autos of Forney/VinFast - Jiovan Melendez, Sr. Director, Product at Podium 

 - Liam Golightley, VP, Customer Success at Podium - Kate Downing, COO of Williams Auto Group This episode is brought to you by: Overfuel – Dealers: You're torching $30 of every $100 in marketing spend when your site flunks Google's basic performance test. Why keep using outdated website technology that's killing your profits? Overfuel is the new technical standard in automotive websites, proven to grow sales by 30%+. Whether you need more revenue or better support, they've got you covered. Go to https://overfuel.com/ and use code CDG500 in the comment box for $500 OFF. Podium – Podium is redefining how dealerships engage and convert customers by acting as a fully trained, fully coachable AI team member available 24/7. Dealers can customize Jerry to follow their exact playbooks, speak in their brand voice, and drive more appointments and revenue. Learn more at https://www.podium.com/car-dealership-guy CDG Circles – A modern peer group for auto dealers. Private dealer chats. Real insights — confidential, compliant, no travel required. Visit https://cdgcircles.com/ to learn more. Car Dealership Guy is back with our second annual NADA Party—happening in Las Vegas on Thursday, February 5th. It's the hottest ticket at NADA 2026. Spots are limited and unfortunately we can't invite everyone —so RSVP today at https://carguymedia.com/cdglive and we hope to see you in Vegas! -- Check out Car Dealership Guy's stuff: CDG News ➤ ⁠⁠⁠⁠⁠⁠https://news.dealershipguy.com/⁠⁠⁠⁠⁠⁠ CDG Jobs ➤ ⁠⁠⁠⁠⁠⁠https://jobs.dealershipguy.com/⁠⁠⁠⁠⁠⁠ CDG Recruiting ➤ ⁠⁠⁠⁠⁠⁠https://www.cdgrecruiting.com/⁠⁠⁠⁠⁠⁠ My Socials: X ➤ ⁠⁠⁠⁠⁠⁠https://www.twitter.com/GuyDealership⁠⁠⁠⁠⁠⁠ Instagram ➤⁠⁠⁠⁠⁠⁠ https://www.instagram.com/cardealershipguy/⁠⁠⁠⁠⁠⁠ TikTok ➤ ⁠⁠⁠⁠⁠⁠https://www.tiktok.com/@guydealership⁠⁠⁠⁠⁠⁠ LinkedIn ➤ ⁠⁠⁠⁠⁠⁠https://www.linkedin.com/company/cardealershipguy/⁠⁠⁠⁠⁠⁠ Threads ➤ ⁠⁠⁠⁠⁠⁠https://www.threads.net/@cardealershipguy⁠⁠⁠⁠⁠⁠ Facebook ➤ ⁠⁠⁠⁠⁠⁠https://www.facebook.com/profile.php?id=100077402857683⁠⁠⁠⁠⁠⁠ Everything else ➤ ⁠⁠⁠⁠⁠⁠dealershipguy.com

Why Customer Success Can't Be Automated (And What AI Can Actually Do) In this special year-end episode of the FutureCraft GTM Podcast, hosts Ken Roden and Erin Mills sit down with Amanda Berger, Chief Customer Officer at Employ, to tackle the biggest question facing CS leaders in December 2026: What can AI actually do in customer success, and where do humans remain irreplaceable? Amanda brings 20+ years at the intersection of data and human decision-making—from AI-powered e-commerce personalization at Rich Relevance, to human-led security at HackerOne, to now implementing AI companions for recruiters. Her journey is a masterclass in understanding where the machine ends and the human begins. This conversation delivers hard truths about metrics, change management, and the future of CS roles—plus Amanda's controversial take that "if you don't use AI, AI will take your job." Unpacking the Human vs. Machine Balance in Customer Success Amanda returns with a reality check: AI doesn't understand business outcomes or motivation—humans do. She reveals how her career evolved from philosophy major studying "man versus machine" to implementing AI across radically different contexts (e-commerce, security, recruiting), giving her unique pattern recognition about what AI can genuinely do versus where it consistently fails. The Lagging Indicator Problem: Why NRR, churn, and NPS tell you what already happened (6 months ago) instead of what you can influence. Amanda makes the case for verified outcomes, leading indicators, and real-time CSAT at decision points. The 70% Rule for CS in Sales: Why most churn starts during implementation, not at renewal—and exactly when to bring CS into the deal to prevent it (technical win stage/vendor of choice). Segmentation ≠ Personalization: The jumpsuit story that proves AI is still just sophisticated bucketing, even with all the advances in 2026. True personalization requires understanding context, motivation, and individual goals. The Delegation Framework: Don't ask "what can AI do?" Ask "what parts of my job do I hate?" Delegate the tedious (formatting reports, repetitive emails, data analysis) so humans can focus on what makes them irreplaceable. Timestamps 00:00 - Introduction and AI Updates from Ken & Erin 01:28 - Welcoming Amanda Berger: From Philosophy to Customer Success 03:58 - The Man vs. Machine Question: Where AI Ends and Humans Begin 06:30 - The Jumpsuit Story: Why AI Personalization Is Still Segmentation 09:06 - Why NRR Is a Lagging Indicator (And What to Measure Instead) 12:20 - CSAT as the Most Underrated CS Metric 17:34 - The $4M Vulnerability: House Security Analogy for Attribution 21:15 - Bringing CS Into Sales at 70% Probability (The Non-Negotiable) 25:31 - Getting Customers to Actually Tell You Their Goals 28:21 - AI Companions at Employ: The Recruiting Reality Check 32:50 - The Delegation Mindset: What Parts of Your Job Do You Hate? 36:40 - Making the Case for Humans in an AI-First World 40:15 - The Framework: When to Use Digital vs. Human Touch 43:10 - The 8-Hour Workflow Reduced to 30 Minutes (Real ROI Examples) 45:30 - By 2027: The Hardest CX Role to Hire 47:49 - Lightning Round: Summarization, Implementation, Data Themes 51:09 - Wrap-Up and Key Takeaways Edited Transcript Introduction: Where Does the Machine End and Where Does the Human Begin? Erin Mills: Your career reads like a roadmap of enterprise AI evolution—from AI-powered e-commerce personalization at Rich Relevance, to human-powered collective intelligence at HackerOne, and now augmented recruiting at Employ. This doesn't feel random—it feels intentional. How has this journey shaped your philosophy on where AI belongs in customer experience? Amanda Berger: It goes back even further than that. I started my career in the late '90s in what was first called decision support, then business intelligence. All of this is really just data and how data helps humans make decisions. What's evolved through my career is how quickly we can access data and how spoon-fed those decisions are. Back then, you had to drill around looking for a needle in a haystack. Now, does that needle just pop out at you so you can make decisions based on it? I got bit by the data bug early on, realizing that information is abundant—and it becomes more abundant as the years go on. The way we access that information is the difference between making good business decisions and poor business decisions. In customer success, you realize it's really just about humans helping humans be successful. That convergence of "where's the data, where's the human" has been central to my career. The Jumpsuit Story: Why AI Personalization Is Still Just Segmentation Ken Roden: Back in 2019, you talked about being excited for AI to become truly personal—not segment-based. Flash forward to December 2026. How close are we to actual personalization? Amanda Berger: I don't think we're that close. I'll give you an example. A friend suggested I ask ChatGPT whether I should buy a jumpsuit. So I sent ChatGPT a picture and my measurements. I'm 5'2". ChatGPT's answer? "If you buy it, you should have it tailored." That's segmentation, not personalization. "You're short, so here's an answer for short people." Back in 2019, I was working on e-commerce personalization. If you searched for "black sweater" and I searched for "black sweater," we'd get different results—men's vs. women's. We called it personalization, but it was really segmentation. Fast forward to now. We have exponentially more data and better models, but we're still segmenting and calling it personalization. AI makes segmentation faster and more accessible, but it's still segmentation. Erin Mills: But did you get the jumpsuit? Amanda Berger: (laughs) No, I did not get the jumpsuit. But maybe I will. The Philosophy Degree That Predicted the Future Erin Mills: You started as a philosophy major taking "man versus machine" courses. What would your college self say? And did philosophy prepare you in ways a business degree wouldn't have? Amanda Berger: I actually love my philosophy degree because it really taught me to critically think about issues like this. I don't think I would have known back then that I was thinking about "where does the machine end and where does the human begin"—and that this was going to have so many applicable decision points throughout my career. What you're really learning in philosophy is logical thought process. If this happens, then this. And that's fundamentally the foundation for AI. "If you're short, you should get your outfit tailored." "If you have a customer with predictive churn indicators, you should contact that customer." It's enabling that logical thinking at scale. The Metrics That Actually Matter: Leading vs. Lagging Indicators Erin Mills: You've called NRR, churn rate, and NPS "lagging indicators." That's going to ruffle boardroom feathers. Make the case—what's broken, and what should we replace it with? Amanda Berger: By the time a customer churns or tells you they're gonna churn, it's too late. The best thing you can do is offer them a crazy discount. And when you're doing that, you've already kind of lost. What CS teams really need to be focused on is delivering value. If you deliver value—we all have so many competing things to do—if a SaaS tool is delivering value, you're probably not going to question it. If there's a question about value, then you start introducing lower price or competitors. And especially in enterprise, customers decide way, way before they tell you whether they're gonna pull the technology out. You usually miss the signs. So you've gotta look at leading indicators. What are the signs? And they're different everywhere I've gone. I've worked for companies where if there's a lot of engagement with support, that's a sign customers really care and are trying to make the technology work—it's a good sign, churn risk is low. Other companies I've worked at, when customers are heavily engaged with support, they're frustrated and it's not working—churn risk is high. You've got to do the work to figure out what those churn indicators are and how they factor into leading indicators: Are they achieving verified outcomes? Are they healthy? Are there early risk warnings? CSAT: The Most Underrated Metric Ken Roden: You're passionate about customer satisfaction as a score because it's granular and actionable. Can you share a time where CSAT drove a change and produced a measurable business result? Amanda Berger: I spent a lot of my career in security. And that's tough for attribution. In e-commerce, attribution is clear: Person saw recommendations, put them in cart, bought them. In hiring, their time-to-fill is faster—pretty clear. But in security, it's less clear. I love this example: We all live in houses, right? None of our houses got broken into last night. You don't go to work saying, "I had such a good night because my house didn't get broken into." You just expect that. And when your house didn't get broken into, you don't know what to attribute that to. Was it the locked doors? Alarm system? Dog? Safe neighborhood? That's true with security in general. You have to really think through attribution. Getting that feedback is really important. In surveys we've done, we've gotten actionable feedback. Somebody was able to detect a vulnerability, and we later realized it could have been tied to something that would have cost $4 million to settle. That's the kind of feedback you don't get without really digging around for it. And once you get that once, you're able to tie attribution to other things. Bringing CS Into the Sales Cycle: The 70% Rule Erin Mills: You're a religious believer in bringing CS into the sales cycle. When exactly do you insert CS, and how do you build trust without killing velocity? Amanda Berger: With bigger customers, I like to bring in somebody from CX when the deal is at the technical win stage or 70% probability—vendor of choice stage. Usually it's for one of two reasons: One: If CX is gonna have to scope and deliver, I really like CX to be involved. You should always be part of deciding what you're gonna be accountable to deliver. And I think so much churn actually starts to happen when an implementation goes south before anyone even gets off the ground. Two: In this world of technology, what really differentiates an experience is humans. A lot of our technology is kind of the same. Competitive differentiation is narrower and narrower. But the approach to the humans and the partnership—that really matters. And that can make the difference during a sales cycle. Sometimes I have to convince the sales team this is true. But typically, once I'm able to do that, they want it. Because it does make a big difference. Technology makes us successful, but humans do too. That's part of that balance between what's the machine and what is the human. The Art of Getting Customers to Articulate Their Goals Ken Roden: One challenge CS teams face is getting customers to articulate their goals. Do customers naturally say what they're looking to achieve, or do you have a process to pull it out? Amanda Berger: One challenge is that what a recruiter's goal is might be really different than what the CFO's goal is. Whose outcome is it? One reason you want to get involved during the sales cycle is because customers tell you what they're looking for then. It's very clear. And nothing frustrates a company more than "I told you that, and now you're asking me again? Why don't you just ask the person selling?" That's infuriating. Now, you always have legacy customers where a new CSM comes in and has to figure it out. Sometimes the person you're asking just wants to do their job more efficiently and can't necessarily tie it back to the bigger picture. That's where the art of triangulation and relationships comes in—asking leading discovery questions to understand: What is the business impact really? But if you can't do that as a CS leader, you probably won't be successful and won't retain customers for the long term. AI as Companion, Not Replacement: The Employ Philosophy Erin Mills: At Employ, you're implementing AI companions for recruiters. How do you think about when humans are irreplaceable versus when AI should step in? Amanda Berger: This is controversial because we're talking about hiring, and hiring is so close to people's hearts. That's why we really think about companions. I earnestly hope there's never a world where AI takes over hiring—that's scary. But AI can help companies and recruiters be more efficient. Job seekers are using AI. Recruiters tell me they're getting 200-500% more applicants than before because people are using AI to apply to multiple jobs quickly or modify their resumes. The only way recruiters can keep up is by using AI to sort through that and figure out best fits. So AI is a tool and a friend to that recruiter. But it can't take over the recruiter. The Delegation Framework: What Do You Hate Doing? Ken Roden: How do you position AI as companion rather than threat? Amanda Berger: There's definitely fear. Some is compliance-based—totally justifiable. There's also people worried about AI taking their jobs. I think if you don't use AI, AI is gonna take your job. If you use AI, it's probably not. I've always been a big fan of delegation. In every aspect of my life: If there's something I don't want to do, how can I delegate it? Professionally, I'm not very good at putting together beautiful PowerPoint presentations. I don't want to do it. But AI can do that for me now. Amazingly well. What I'm really bad at is figuring out bullets and formatting. AI does that. So I think about: What are the things I don't want to do? Usually we don't want to do the things we're not very good at or that are tedious. Use AI to do those things so you can focus on the things you're really good at. Maybe what I'm really good at is thinking strategically about engaging customers or articulating a message. I can think about that, but AI can build that PowerPoint. I don't have to think about "does my font match here?" Take the parts of your job that you don't like—sending the same email over and over, formatting things, thinking about icebreaker ideas—leverage AI for that so you can do those things that make you special and make you stand out. The people who can figure that out and leverage it the right way will be incredibly successful. Making the Case to Keep Humans in CS Ken Roden: Leaders face pressure from boards and investors to adopt AI more—potentially leading to roles being cut. How do you make the case for keeping humans as part of customer success? Amanda Berger: AI doesn't understand business outcomes and motivation. It just doesn't. Humans understand that. The key to relationships and outcomes is that understanding. The humanity is really important. At HackerOne, it was basically a human security company. There are millions of hackers who want to identify vulnerabilities before bad actors get to them. There are tons of layers of technology—AI-driven, huge stacks of security technology. And yet no matter what, there's always vulnerabilities that only a human can detect. You want full-stack security solutions—but you have to have that human solution on top of it, or you miss things. That's true with customer success too. There's great tooling that makes it easier to find that needle in the haystack. But once you find it, what do you do? That's where the magic comes in. That's where a human being needs to get involved. Customer success—it is called customer success because it's about success. It's not called customer retention. We do retain through driving success. AI can point out when a customer might not be successful or when there might be an indication of that. But it can't solve that and guide that customer to what they need to be doing to get outcomes that improve their business. What actually makes success is that human element. Without that, we would just be called customer retention. The Framework: When to Use Digital vs. Human Touch Erin Mills: We'd love to get your framework for AI-powered customer experience. How do you make those numbers real for a skeptical CFO? Amanda Berger: It's hard to talk about customer approach without thinking about customer segmentation. It's very different in enterprise versus a scaled model. I've dealt with a lot of scale in my last couple companies. I believe that the things we do to support that long tail—those digital customers—we need to do for all customers. Because while everybody wants human interaction, they don't always want it. Think about: As a person, where do I want to interact digitally with a machine? If it's a bot, I only want to interact with it until it stops giving me good answers. Then I want to say, "Stop, let me talk to an operator." If I can find a document or video that shows me how to do something quickly rather than talking to a human, it's human nature to want to do that. There are obvious limits. If I can change my flight on my phone app, I'm gonna do that rather than stand at a counter. Come back to thinking: As a human, what's the framework for where I need a human to get involved? Second, it's figuring out: How do I predict what's gonna happen with my customers? What are the right ways of looking and saying "this is a risk area"? Creating that framework. Once you've got that down, it's an evolution of combining: Where does the digital interaction start? Where does it stop? What am I looking for that's going to trigger a human interaction? Being able to figure that out and scale that—that's the thing everybody is trying to unlock. The 8-Hour Workflow Reduced to 30 Minutes Erin Mills: You've mentioned turning some workflows from an 8-hour task to 30 minutes. What roles absorbed the time dividend? What were rescoped? Amanda Berger: The roles with a lot of repetition and repetitive writing. AI is incredible when it comes to repetitive writing and templatization. A lot of times that's more in support or managed services functions. And coding—any role where you're coding, compiling code, or checking code. There's so much efficiency AI has already provided. I think less so on the traditional customer success management role. There's definitely efficiencies, but not that dramatic. Where I've seen it be really dramatic is in managed service examples where people are doing repetitive tasks—they have to churn out reports. It's made their jobs so much better. When they provide those services now, they can add so much more value. Rather than thinking about churning out reports, they're able to think about: What's the content in my reports? That's very beneficial for everyone. By 2027: The Hardest CX Role to Hire Erin Mills: Mad Libs time. By 2027, the hardest CX job to hire will be _______ because of _______. Amanda Berger: I think it's like these forward-deployed engineer types of roles. These subject matter experts. One challenge in CS for a while has been: What's the value of my customer success manager? Are they an expert? Or are they revenue-driven? Are they the retention person? There's been an evolution of maybe they need to be the expert. And what does that mean? There'll continue to be evolution on that. And that'll be the hardest role. That standard will be very, very hard. Lightning Round Ken Roden: What's one AI workflow go-to-market teams should try this week? Amanda Berger: Summarization. Put your notes in, get a summary, get the bullets. AI is incredible for that. Ken Roden: What's one role in go-to-market that's underusing AI right now? Amanda Berger: Implementation. Ken Roden: What's a non-obvious AI use case that's already working? Amanda Berger: Data-related. People are still scared to put data in and ask for themes. Putting in data and asking for input on what are the anomalies. Ken Roden: For the go-to-market leader who's not seeing value in AI—what should they start doing differently tomorrow? Amanda Berger: They should start having real conversations about why they're not seeing value. Take a more human-led, empathetic approach to: Why aren't they seeing it? Are they not seeing adoption, or not seeing results? I would guess it's adoption, and then it's drilling into the why. Ken Roden: If you could DM one thing to all go-to-market leaders, what would it be? Amanda Berger: Look at your leading indicators. Don't wait. Understand your customer, be empathetic, try to get results that matter to them. Key Takeaways The Human-AI Balance in Customer Success: AI doesn't understand business outcomes or motivation—humans do. The winning teams use AI to find patterns and predict risk, then deploy humans to understand why it matters and what strategic action to take. The Lagging Indicator Trap: By the time NRR, churn rate, or NPS move, customers decided 6 months ago. Focus on leading indicators you can actually influence: verified outcomes, engagement signals specific to your business, early risk warnings, and real-time CSAT at decision points. The 70% Rule: Bring CS into the sales cycle at the technical win stage (70% probability) for two reasons: (1) CS should scope what they'll be accountable to deliver, and (2) capturing customer goals early prevents the frustrating "I already told your sales rep" moment later. Segmentation ≠ Personalization: AI makes segmentation faster and cheaper, but true personalization requires understanding context, motivation, and individual circumstances. The jumpsuit story proves we're still just sophisticated bucketing, even with 2026's advanced models. The Delegation Framework: Don't ask "what can AI do?" Ask "what parts of my job do I hate?" Delegate the tedious (formatting, repetitive emails, data analysis) so humans can focus on strategy, relationships, and outcomes that only humans can drive. "If You Don't Use AI, AI Will Take Your Job": The people resisting AI out of fear are most at risk. The people using AI to handle drudgery and focusing on what makes them irreplaceable—strategic thinking, relationship-building, understanding nuanced goals—are the future leaders. Customer Success ≠ Customer Retention: The name matters. Your job isn't preventing churn through discounts and extensions. Your job is driving verified business outcomes that make customers want to stay because you're improving their business. Stay Connected To listen to the full episode and stay updated on future episodes, visit the FutureCraft GTM website. Connect with Amanda Berger: Connect with Amanda on LinkedIn Employ Disclaimer: This podcast is for informational and entertainment purposes only and should not be considered advice. The views and opinions expressed in this podcast are our own and do not represent those of any company or business we currently work for/with or have worked for/with in the past.

Today's episode is a re-air in support of Pods Fight Poverty, a campaign from our friends at GiveDirectly. You can learn more and donate at: GiveDirectly.org/Dimagi—-In this episode, we're joined by Stella Luk, Regional Director at GiveDirectly, and Erin Quinn, Dimagi's Senior Director of Customer Success, to explore a fundamental question: What if, instead of aid programs deciding what communities need, we simply gave people cash and trusted them to make the best choices for themselves?GiveDirectly has pioneered direct, unconditional cash transfers to people living in extreme poverty, challenging long-held assumptions about traditional aid. Stella shares powerful insights from the field—how cash empowers recipients with dignity, choice, and long-term impact. We also discuss the skepticism surrounding cash transfers, the evidence supporting their effectiveness, and how technology is helping reach those most in need.With global development funding in flux, could direct cash transfers be the future of aid? Listen in for a thought-provoking conversation on how this model is reshaping humanitarian response and development efforts worldwide.Related Resources: GiveDirectly.orgDebunking 5 myths about cash transfersKenya study comparing lump and flow study done by Abhijit BanerjeeUgandan youths given $382 earned 38% more 4 years laterRelated and referenced podcast episodes: The Journey to Scale: Lessons learned from supporting the largest digitally-enabled Frontline Worker program in the world with Kriti Mehrotra, Shayoni Mazumdar and Stella LukImproving Health Worker Jobs to Improve Outcomes with CommCare ConnectSign up to our newsletter⁠, and stay informed of Dimagi's workWe are on social media - follow us for the latest from Dimagi: ⁠LinkedIn⁠, ⁠Twitter⁠, ⁠Facebook⁠⁠⁠, ⁠Youtube⁠⁠⁠⁠If you enjoy this show, please leave us a 5-Star Review and share your favorite episodes with friends. Hosts: ⁠Jonathan Jackson⁠ and ⁠Amie Vaccaro

Ready to churn less and win more?

If your customer calls feel stiff, boring, or like both of you are counting down the minutes until it's over, you're not imagining it, and it's costing you more than you think. That's why in this episode, I'm breaking down the simple shifts that turn awkward, check-the-box customer calls into conversations your customers actually want to show up to. You'll learn why leading with the wrong metrics kills trust instantly, how to frame topics in a way that gets customers leaning in instead of zoning out, and the exact conversational tactics top-performing CSMs use to sound confident, human, and in control (without following a rigid script).By the end of this episode, you'll know how to run customer calls that feel natural, valuable, and genuinely strategic — the kind that deepen trust, uncover expansion signals, and make your job a whole lot easier. If you're ready to stop filling airtime and start leading calls that actually move the needle, hit play and let's dive in.0:44 – Why “Check-the-Box” Customer Calls Are Sabotaging Engagement3:01 – Why Starting with Product Metrics Makes Customers Zone Out (And How to Fix It)6:46 – How to Introduce Topics So Your Customer Actually Wants to Participate10:35 – Three Easy Tactics to Make Every Call Feel More Human and Less Scripted14:44 – How “Tell Me More About That” Instantly Changes the Whole Conversation16:45 – How Just One Small Change Per Month Can Make You the CSM Everyone Loves to Talk To

Mike O'Keefe, Head of Sales & Customer Success at Immunefi, sat down with me at Chainlink SmartCon to discuss how Immunefi's security solutions are helping protect crypto assets for a wide range of companies. Brought to you by

What if landing your next big career move comes down to one simple shift in how you approach your job search? Most people treat job hunting like a chaotic scramble — hopping between LinkedIn and job boards whenever they feel like it, but never actually gaining momentum. That's why in this episode, I'm breaking down the exact four time blocks you need to turn your job search from overwhelming to unstoppable. I'll reveal the intentional schedule top job seekers use, why strategic time blocking works (even if you're exhausted or strapped for time), and how to avoid burnout while doubling your chances of landing interviews.You'll get the play-by-play of what a realistic, high-impact job search week looks like with actionable tips for getting ahead of the competition before January hiring heats up. Imagine having a repeatable system that eliminates guesswork, anxiety, and guilt, so you always know you're making real progress (and still have energy left over for a life outside the job search). If you want to take control of your job search and outrun the new year hiring rush, hit play and let's dive in.1:02 – Why Time Blocking (Not Just “Trying Harder”) Is the Real Job Search Game-Changer3:16 – The 4 Strategic Job Search Blocks Every Candidate Needs and How to Use Them4:08 – How to Break Up Your Job Search Blocks for Maximum Energy (and Less Chaos)7:41 – Networking Consistency: The Small Habit That Doubles Your Interview Chances8:17 – Why Weekly Interview Prep Matters (Even When You Don't Have Interviews Yet)11:41 – How Structure Boosts Your Confidence So You Can Enjoy Your Evenings, Guilt-Free13:03 – The December Advantage: How to Get Ahead Before Other Job Seekers Even Start

Text us your questions and thoughts!Sometimes the fastest way to grow your influence isn't chasing a bigger title,  it's expanding your understanding of how the business actually works.In this episode, we sit down with Emily Nguema, Senior Manager, Commercial Operations at Relay Technologies, to unpack her non-linear journey from studying languages and doing humanitarian work in Ecuador to partner success, edtech, and ultimately a far-reaching role in commercial operations. Through every pivot, one thread stays constant: value - how to define it, measure it, and translate it into stories executives can do something with.We explore:What it really looks like to shift from senior CSM to commercial opsHow embracing ambiguity becomes a competitive advantage in fast-moving orgsEmily's personal operating system (weekly roadmaps, calendar-bound priorities, and celebrating small wins like it's a sport)Humility as the hidden accelerator for influence and leadershipCareer decisions that prioritize learning, exposure, and meaningful impact over titlesYou'll also hear a fresh take on consultative customer success, executive-ready storytelling, and the mindset shift that helps CS professionals influence at higher levels (long before they have a formal leadership title).If you're eyeing a move into operations, or simply want your customer success strategy to resonate in the boardroom, this episode will give you both the frameworks and the courage to go for it.And if this conversation sparked something for you, share it with a colleague or teammate who needs the boost today.

Melanie Paddock is Sr. Manager, Customer Marketing & Advocacy at Gainsight. Gainsight is the world's leading Customer Success platform. 1,100 ppl, $156M+ total funding, Series E.Here's what we cover:02:48 The Importance of Customer Love05:34 Building an Advocacy Program from Scratch08:24 Gamification and Customer Engagement11:16 Creating a Community for your Advocates14:20 Leveraging Customer Proof for Sales17:08 Top Challenges in Customer Marketing19:57 Building deep Relationships with Customers is such an opportunity22:41 Avoiding Transactional Relationships in Customer Marketing23:31 How to build trust29:08 Transforming Customer Marketing into your Strategic Advantage, not a "nice to have"29:24 The Role of Customer Research in Marketing34:30 Leveraging AI in Customer Marketing43:59 Melanie asks me her burning question (HINT: the future of customer marketing + the impact of AI)Melanie on LinkedIn: www.linkedin.com/in/melaniepaddockGainsight: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.gainsight.comSubscribe to Building With Buyers on Apple or Spotify or wherever you like to listen, let me know what episodes you're into, and don't forget to leave a review if you're lovin' the show.Music by my talented daughter.Anna on LinkedIn: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠linkedin.com/in/annafurmanov⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Website: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠furmanovmarketing.com⁠⁠⁠⁠⁠⁠Newsletter: ⁠⁠⁠⁠⁠One Insight

In episode #335, Ben answers a common operator question: Should Customer Success be included in the cost of customer acquisition (CAC)? He explains how Customer Success should be coded based on responsibilities, when it belongs in COGS vs. Sales, and when CS expenses should be included in expansion efficiency metrics. What You'll Learn Why CAC applies only to acquiring new customers. How Customer Success roles differ between adoption, retention, renewals, and expansion. When Customer Success expenses should be included in the cost of expansion ARR. How to allocate Sales, Marketing, and CS expenses between new and existing revenue. Why proper allocation is foundational for CAC payback, LTV to CAC, and Cost of ARR. Why It Matters Prevents inflated or misleading CAC and go-to-market efficiency metrics. Ensures expansion ARR economics are calculated accurately. Helps leaders understand the true cost structure behind revenue growth. Supports cleaner financial models, better forecasting, and stronger investor discussions. Aligns internal teams (CS, Sales, Finance) on roles and financial impact. Resources Mentioned SaaS Metrics course: https://www.thesaasacademy.com/the-saas-metrics-foundation

In this episode of the Healthy, Wealthy and Smart podcast, host Dr. Karen Litzy sits down with Amy-Lynn Taylor, Jane's Customer Insights and Enablement Expert, to discuss the innovative solutions Jane offers to healthcare practitioners. Amy shares her journey from the US support team to her current role, emphasizing the importance of customer feedback in product development. The conversation covers Jane's AI scribe, community building, and upcoming features, providing listeners with insights into how Jane is transforming the healthcare industry.     Takeaways Amy Lynn Taylor emphasizes the importance of customer feedback in product development. Jane offers a free plan for practitioners to try AI Scribe with up to five notes a month. The AI scribe has been a game-changer for many practitioners, improving their workflow. Jane's community-building began organically and remains a priority. The platform integrates AI to enhance user experience and streamline processes. Jane's customer support is highly praised for its dedication and effectiveness. Upcoming features include secure messaging and telehealth capabilities in the client app. Jane websites can now be created quickly with AI, integrating seamlessly with the platform. The platform's community includes Facebook groups for users and non-users to connect. Jane's AI tools help clinics build their social media presence and improve SEO.   Chapters 00:00:00 Introduction and Guest Welcome 00:00:00 Amy Lynn Taylor's Journey and Role 00:00:00 Jane's AI Scribe and Free Plan 00:00:00 Community Building and Customer Support 00:00:00 Upcoming Features and Innovations 00:00:00 Conclusion and Key Takeaways   More About Amy-Lynn: Amy-Lynn is part of the amazing team that helps Jane's Customer Success crew work smarter, not harder. She is passionate about keeping the voice of the customer at the heart of everything I do. That means finding ways to turn feedback into action, streamline processes, and make life easier for the incredible people who spend their day fulfilling Jane's mission to "Help the Helpers." It's part detective work, part problem-solving, and 100% about creating a better experience for everyone.   Resources from this Episode: Jane EMR Jane on Facebook Jane on Instagram Jane App Community on FB Jane App US Billing Community on FB Amy-Lynn on LinkedIn   Jane Sponsorship Information: Book a one-on-one demo here Mention the code LITZY1MO for a free month   Follow Dr. Karen Litzy on Social Media: Karen's Instagram Karen's LinkedIn   Subscribe to Healthy, Wealthy & Smart: YouTube Website Apple Podcast Spotify SoundCloud Stitcher iHeart Radio

In this episode of The Bug Bux Podcast, host Allan Draper sits down with Reagan Nickl, Vice President of Customer Success at Ask Nicely, to talk about one of the most overlooked growth levers in the pest control industry: customer experience.While many PCOs are focused on marketing, advertising, and new customer acquisition, Reagan shares why the smartest companies are investing their energy in retention, reviews, and referrals. Drawing from her experience helping home service brands across the country, she explains how to build a repeatable “referral flywheel” that turns happy customers into loyal advocates.Allan and Reagan dive into the systems behind a world-class customer experience, how to collect feedback in real time, close the loop with unhappy customers, and empower technicians to create “wow” moments on every service visit. They also unpack how to use customer data to coach teams, boost morale, and make better business decisions.Reagan introduces Ask Nicely's CARTG framework, breaking down the five pillars of CX success:Collect: Capture feedback consistently and automaticallyAct: Respond quickly and personally to customer inputRecognize: Celebrate your top-performing technicians and teamsTrain: Turn feedback into coaching and development opportunitiesGrow: Use positive feedback to fuel reviews and referralsWhether you're a small operator looking to improve retention or a multi-location company aiming to scale customer experience, this conversation will help you shift your mindset from chasing new leads to building long-term loyalty.

What if the only thing standing between you and a job offer you actually want is a strategy you haven't heard yet? In this episode, I'm breaking down the real story behind how Amy went from a brutal late-stage rejection at MongoDB to signing a $150K base offer, PLUS negotiating an extra 10K just weeks later.You'll hear the exact steps she took to rebuild momentum fast, the cold-outreach strategy that had hiring managers responding within 24 hours, the interview storytelling shift that instantly made her stand out from “qualified” candidates, and the pipeline and negotiation moves that turned one solid offer into a life-changing one. By the end, you'll walk away knowing exactly how to regain control of your job search, rebuild confidence after rejection, and create the kind of momentum that makes opportunities come to YOU. If you want a job search process that actually moves you forward without burning yourself out, hit play and let's dive in.0:44 – Why Late-Stage Interview Rejection Doesn't Mean Starting Over4:21 – How Strategic Cold Outreach Can Unlock Interviews at Top Companies8:25 – Why Your Interview Stories Need More “How” (Not Just Results) to Stand Out12:15 – The Secret to Keeping Momentum: Juggling Multiple Opportunities, Even in Final Rounds 13:40 – Why You Should Always Negotiate Your Offer, Even If It Looks Great15:44 – The Four Steps to Rebuild Job Search Momentum After Rejection

What if your sales team woke up on Monday to a calendar already full of qualified discovery calls? In this episode of Sharkpreneur, Seth Greene interviews Gabe Lullo, CEO of Alleyoop, who has helped companies from startups to giants like Microsoft, Peloton, and ZoomInfo transform their sales pipelines. Under his leadership, Alleyoop.io has pioneered a two-step model that separates prospecting from closing—backed by 11 million cold calls a year and a focus on authenticity in outreach. In this episode, Gabe shares the systems, stories, and strategies that have fueled Alleyoop.io's rapid growth and its role in scaling billion-dollar brands. Key Takeaways: → The two-step approach that separates prospecting from closing. → How Alleyoop.io serves both startups and global enterprises. → The “hot lead vs. warm lead” model—and why timing matters. → What really causes sales teams to stall (hint: it's not always leads). → Why most “lead gen companies” aren't actually prospecting. Gabe Lullo's expertise in sales, marketing, recruiting, and management began when he started his own business after graduation from the Barney School of Business at the University of Hartford. He owned and operated his own sales, training, and marketing firm for more than a decade. He excelled in training sales and marketing professionals, and additionally, Gabe has had a successful career in executive recruiting. He has been instrumental in expanding the company's search and placement for IT, Software Development, Sales, Customer Success, Marketing, and Executive leaders. Gabe's most recent success has been with us here at Alleyoop. For many years he has been working to build and grow the company by focusing on our culture, environment, customer success, and sales. Connect With Gabe Lullo: Website: https://alleyoop.io/ LinkedIn: https://www.linkedin.com/company/alleyoop-io/ Learn more about your ad choices. Visit megaphone.fm/adchoices

What if your sales team woke up on Monday to a calendar already full of qualified discovery calls? In this episode of Sharkpreneur, Seth Greene interviews Gabe Lullo, CEO of Alleyoop, who has helped companies from startups to giants like Microsoft, Peloton, and ZoomInfo transform their sales pipelines. Under his leadership, Alleyoop.io has pioneered a two-step model that separates prospecting from closing—backed by 11 million cold calls a year and a focus on authenticity in outreach. In this episode, Gabe shares the systems, stories, and strategies that have fueled Alleyoop.io's rapid growth and its role in scaling billion-dollar brands. Key Takeaways: → The two-step approach that separates prospecting from closing. → How Alleyoop.io serves both startups and global enterprises. → The “hot lead vs. warm lead” model—and why timing matters. → What really causes sales teams to stall (hint: it's not always leads). → Why most “lead gen companies” aren't actually prospecting. Gabe Lullo's expertise in sales, marketing, recruiting, and management began when he started his own business after graduation from the Barney School of Business at the University of Hartford. He owned and operated his own sales, training, and marketing firm for more than a decade. He excelled in training sales and marketing professionals, and additionally, Gabe has had a successful career in executive recruiting. He has been instrumental in expanding the company's search and placement for IT, Software Development, Sales, Customer Success, Marketing, and Executive leaders. Gabe's most recent success has been with us here at Alleyoop. For many years he has been working to build and grow the company by focusing on our culture, environment, customer success, and sales. Connect With Gabe Lullo: Website: https://alleyoop.io/ LinkedIn: https://www.linkedin.com/company/alleyoop-io/ Learn more about your ad choices. Visit megaphone.fm/adchoices