Podcasts about Customer success

The Secret Workflow Letting LeeRon Manage 100 Accounts With a 2-Person TeamWhen tasked with managing 100 accounts with just two people, most leaders would immediately start hiring. Not LeeRon Yahalomi. Instead, the VP of Customer Success at Aligned built her own team of AI agents inside ChatGPT that handle customer handoffs, meeting prep, and even communication coaching.In this mind-opening conversation, LeeRon shares how she scaled her team without adding headcount, how she uses AI to deliver “11-star” customer experiences, and why she believes customer success is no longer about post-sales; it's about the next sale. Whether you're an AI skeptic or already experimenting with agents, this episode will change how you think about scaling teams, designing workflows, and the future of CS.What you'll learn:1. Why AI agents are the new teammates in customer success.2. How to use ChatGPT for handoffs, prep, and communication.3. Why CS is not just “post-sales”.4. How to balance AI automation with human empathy.5. How Customer Success can drive revenue when it focuses on expansion, not just retention.Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/Where to Find LeeRon YahalomiLinkedIn - https://www.linkedin.com/in/leeron-yahalomi-1b066819/Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/In this episode, we cover:0:00 - Preview1:32 - Meet LeeRon Yahalomi & Learn about Aligned's mission 3:31 - The thrill of working in early-stage startups4:55 - Why AI became the only path to growth11:00 - Will AI replace jobs in CS?13:20 - AE to CS Handoff Agent17:55 - Meeting Preparation Agent20:57 - Communication Coaching Agent23:20 - Orchestration CS with Agent26:26 - Prioritising learning AI28:28 - Why CS isn't post-sales anymore; it's the “next sale”Referenced:- ChatGPT: https://chatgpt.com/- n8n: https://n8n.io/

In today's rapidly evolving sales landscape, the integration of product-led growth (PLG) and sales-led growth (SLG) strategies has become a crucial differentiator for successful companies. As the Chief Revenue Officer of Webflow, Adrian Rosenkranz shares invaluable insights on effectively blending these two approaches to create a unified go-to-market engine. This episode explores how Webflow has successfully combined PLG and SLG motions, leveraging artificial intelligence (AI) to enhance customer experiences, streamline sales processes, and drive revenue growth. Adrian provides a unique perspective on the challenges and opportunities presented by this hybrid approach, offering practical strategies for sales and marketing professionals looking to optimize their go-to-market strategies.                              Key Takeaways Understanding the distinctions between product-led and sales-led growth motions Leveraging AI to enhance relevancy and personalization in customer interactions Implementing AI-driven content refreshes to improve discoverability and SEO performance Utilizing AI for sales enablement, including personalized onboarding and coaching Adapting metrics and KPIs to evaluate the effectiveness of blended PLG and SLG strategies As we navigate this AI-driven sales landscape, it's clear that the companies who can effectively blend PLG and SLG strategies while leveraging AI will have a significant competitive advantage. It's an exciting time to be in sales, and I'm eager to see how these strategies evolve. Innovative AI Applications in Sales and Marketing Creating AI-generated onboarding podcasts for new hires Developing custom GPTs for sales reps to streamline prospecting and communication Implementing AI-powered customer support to resolve cases faster in PLG motions Utilizing AI for content optimization and real-time conversion rate improvements The Future of AI in Sales As AI continues to reshape the sales landscape, Adrian emphasizes the importance of maintaining authenticity and personalization. He introduces the concept of a "Go-to-Market AI Engineer" role, dedicated to reimagining sales workflows and processes through AI integration. This episode provides a wealth of actionable insights for sales leaders, marketers, and revenue operations professionals looking to harness the power of AI and create a more effective, blended approach to growth. Don't miss this opportunity to stay ahead of the curve and drive your organization's success in the AI-powered sales era. Key Moments 00:00:00 - Blending Product-Led and Sales-Led Growth Webflow successfully combines product-led and sales-led growth strategies. Few companies effectively blend these approaches into a single go-to-market engine. The key is solving for customer experience rather than separate teams, using AI to meet customers' needs faster and provide more relevant interactions across both motions.                                                       00:04:31 - AI's Impact on Marketing and Sales AI is automating relevancy in marketing and sales. Webflow uses AI to refresh content, optimize landing pages, and personalize outreach. They've built custom GPT models to assist SDRs and automate processes. AI enables faster, more personalized customer interactions across product-led and sales-led motions. 00:23:22 - Implementing AI in Go-to-Market Strategy Webflow hired a Go-to-Market AI Engineer to reimagine workflows. They use AI for sales enablement, coaching, and onboarding. The CRO created an AI-generated podcast to onboard the new CMO. AI helps scale knowledge sharing and provides faster feedback loops for sales reps.                                                                    00:39:15 - AI Impact on Metrics and Customer Experience                       Webflows CRO identifies the type of metrics they measure the sales team by and how they use AI to drive a better set of KPis that drive a better customer experience.            About Adrian Rosenkranz Adrian Rosenkranz is Chief Revenue Officer at Webflow, where he leads Sales, Marketing, Customer Success, Partnerships and Revenue Operations. He is helping grow Webflow into the leading AI-powered visual development platform for ambitious brands. Before Webflow, Adrian was Chief Operating Officer of Tableau Americas at Salesforce, where he scaled a multi-billion dollar enterprise business. A firm believer in innovation with purpose, Adrian is helping Webflow harness AI to drive smarter growth and better customer experiences, from go-to-market systems that learn and adapt to tools that amplify what creative teams can build. His focus is on unlocking leverage, not just automation. Adrian also serves on the board of the Multiple Myeloma Research Foundation and previously advised Harvard Business School's Kraft Precision Medicine Accelerator. He earned his bachelor's degree from Stanford University, where he was a Division I football player. Follow Us On: ·         LinkedIn ·         Twitter ·         YouTube Channel ·         Instagram ·         Facebook Learn More About FlyMSG Features Like: ·         LinkedIn Auto Comment Generator ·         AI Social Media Post Generator ·         Auto Text Expander ·         AI Grammar Checker ·         AI Sales Roleplay and Coaching ·         Paragraph Rewrite with AI ·         Sales Prospecting Training for Individuals ·         FlyMSG Enterprise Sales Prospecting Training Program Install FlyMSG for Free: ·         As a Chrome Extension ·         As an Edge Extension    

What if I told you the #1 thing sabotaging your Customer Success interviews isn't your experience, your skills, or even your nerves... but overthinking before you ever walk in the door? If prepping for interviews sends you spinning into self-doubt and second-guessing every possible question, this episode is the one you can't afford to skip.I'm sitting down with Zach, our all-star CS coach and talent acquisition pro, to dissect exactly why overpreparing leaves you sounding disorganized and less confident (and how hiring managers pick up on it instantly). We'll crack open the mindset shift you need to stop prepping from a place of fear, and break down Zach's proven framework that will help you show up organized, authentic, and ready to win. You'll hear the worst mistakes job seekers make when spiraling, super actionable ways to find your “superpower,” and how to leave interviews feeling empowered, not deflated.If you're tired of your interviews not reflecting the awesome CSM you actually are, you'll walk away from this episode knowing exactly how to prep with clarity, show up with confidence, and finally get out of your own way.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #265, we welcomed Mario Baddour, President & CEO of InteLogix, based in Park City, UT. InteLogix provides customer experience (CX) solutions and accounts receivable management (ARM) operations that enhance customer loyalty and revenue for their clients. They combine human engagement with digital tools and automation to minimize customer effort and boost loyalty by offer long-term value through scalable CX and both first-party and third-party ARM operations.Their mission is to make lives better by engaging, listening, and resolving consumer concerns and obligations with empathy and innovation. And advocate for their clients brands and reputations as their own.In this episode, Mario and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at InteLogix think through on a daily basis to build world class customer experiences.**Episode #265 Highlight Reel:**1. Focusing on building an elite Team above all else to drive success & growth 2. Solving problems for your customers & providing constant value  3. Structuring & configuring your data before finding the optimal tech-solutions 4. Building & deploying living playbooks to propel your team forward rapidly 5. Taking customer data & feedback to drive product development Click here to learn more about Mario BaddourClick here to learn more about InteLogixHuge thanks to Mario for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer contact space into the future.For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? We launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Curious about what really goes on behind the scenes in quantum computing—beyond the hype, buzzwords, and complex jargon? This episode of Impact Quantum is your ticket to the inner workings of the industry, as hosts Candace Gillhoolley and Frank La Vigne, along with our semi-sentient host BAILeY, sit down with Princeton PhD physicist and Quantum Machines' customer success lead, Kevin Villegas Rosales.Kevin takes us on a journey from his early fascination with the “very small things” in physics to his hands-on role helping university labs, startups, and companies tackle the real-world challenges of quantum hardware. We'll demystify what customer success means in this high-tech space (hint: it's worlds more complex than resetting a router), explore the unique misconceptions non-physicists might have about quantum technology, and chat about the critical interplay between classical and quantum computing.Along the way, Kevin sheds light on the growing intersection of AI and quantum, offers advice for aspiring quantum professionals and those from other fields, and shares his ongoing curiosity about the calibration and usability of quantum systems. Whether you're deep in quantum research or simply quantum curious, this episode promises insight, inspiration, and a healthy dose of humor.So grab your Schrödinger's snacks and get ready to unravel the mysteries of the quantum realm—no PhD required!Time Stamps00:00 "Decoding Quantum Computing Mysteries"03:55 Quantum Machines: Customer Success Role10:43 Choosing Quantum over Traditional Paths13:32 Quantum Mechanics in Everyday Tech17:58 "Quantum Computing Needs Software Engineers"19:50 Pursuing Careers in Quantum Computing22:39 "Question and Verify Information"29:17 Mastering Fundamentals for Quantum Computing31:33 "Quantum and AI: Divergent Paths"35:17 "Challenges in Simulating Quantum Computers"39:02 Open Source Collaboration in Physics41:53 Solar Advancements and Quantum Computing46:45 "Quantum Calibration Challenges"50:21 Mentorship: Knowledge Sharing & Inspiration54:32 Quantum Computing: Clarity Amid Entanglement55:46 Impact Quantum Signs Off

As we move into September, we dig into new sponsorship options for brands and find out how AI agents are impacting the customer success function as well as the industrial manufacturing and supply chain industries.

Think Customer Success networking is just about DMing recruiters or chatting up random CSMs on LinkedIn? That's the biggest myth killing your job search right now. Today, I'm sharing the real reason you're not landing interviews—and it's not what you think.In this episode, I break down exactly why generic networking is a waste of your energy, and reveal a smarter, data-backed approach that gets you noticed by the people who actually make hiring decisions. You'll get the inside scoop on who to target, when to reach out, and precisely what to say so your message cuts through the noise. I'll even share proven, real-world message examples that opened doors for my clients and show you how to do the same, starting this week.By the end of this episode, you'll trade that networking overwhelm for confidence and clarity, knowing how to land interviews faster than ever before.

Text us your questions and thoughts!What makes a truly exceptional customer success leader?In this conversation with Cynthia Taylor, Senior Vice President, Customer Experience at Culture Amp, we explore how strategic branding, international perspective, and a shoulder-to-shoulder leadership style can transform customer success teams.Cynthia's journey spans continents and industries, from high school business competitions to leading global teams. Growing up professionally in Australia, she was shaped by tall poppy syndrome - a cultural belief that collective achievement matters more than individual spotlight. It's a philosophy that mirrors customer success itself, where cross-functional collaboration drives outcomes.In this episode, we discuss:How cultural values shape collaborative leadership.Creative ways to use branding, themes, and even Slack emojis to align and inspire teams.The evolution of customer success leadership, from being liked to driving outcomes, to building lasting connections.Using yearly themes and taglines to rally teams around clear objectives.The impact of creating memorable moments like “The Three Amigos” to strengthen cross-departmental relationships.These small but mighty “breadcrumbs,” as Cynthia calls them, leave lasting markers of organizational effectiveness. For her, true success means creating teams where people feel they've done the best work of their careers - together.Whether you're new to customer success or leading at scale, this episode offers fresh CS strategies and leadership lessons that will inspire you. Tune in!

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zuber speaks with Chad Hornerfeld, VP of Customer Success at Sienna AI, about the evolution of customer success and the importance of strategic customer success management. They discuss the shift from traditional customer success roles to a more strategic approach, focusing on business outcomes rather than just product adoption. Chad shares insights from his newly published book, 'The Strategic Customer Success Manager,' and provides frameworks for CSMs to enhance their strategic conversations and relationships with customers. The episode emphasizes the need for CSMs to understand their customers' businesses and to ask the right questions to drive value and outcomes.Chapters:00:00 Introduction 02:52 The Evolution of Customer Success06:01 The Strategic Customer Success Manager08:50 Defining Strategic CSMs11:50 The Importance of Business Outcomes14:47 Frameworks for Strategic Conversations17:42 Managing Up and Building Relationships20:54 Quickfire Questions and Wrap-UpThe CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEcConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Chad Horenfeldt:https://www.linkedin.com/in/chadhorenfeldt/https://www.strategiccustomersuccess.com/Chad Horenfeldt is the VP of Customer Success at Siena AI and an award-winning CS leader with over 20 years of experience building high-impact teams at companies like Eloqua (acquired by Oracle) and Kustomer (acquired by Meta). Known for his blend of strategic insight, empathy, and operational excellence, Chad has shaped the careers of hundreds of CSMs and helped define the modern CS profession. He's a founding member of CS Angel, advisor to emerging CS tech, and a longtime advocate for elevating CS into a strategic function.Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

We kick off – see what I did there? – the new episode by greeting the return of our hero, Fintan Costello, to these shores. Some say his return is what inspired Christopher Nolan to make his new epic ‘The Odyssey' because he's a fan; I can't speak for that nice Mr Nolan but let's just say it's possible. We discuss the newly-announced Gambling Book Awards (www.gamblingbookawards.com), talk a bit about sponsors, and many other things [0:00 – 13:25].Then we meet guest Sam Zerfoss, VP of Customer Success for the Americas, at Optimove. His appearance is in no way connected to that company's financial support as our corporate overlords, by the way.Anyway, we talk about the upcoming NFL season and its significance for sportsbooks and operators in the US and elsewhere. We get in to market trends, the evolution of bonuses and promotions, and the importance of personalisation in engaging customers. We explore the role of data in sports betting, the challenges of retaining fickle fans, and the cultural impact of sports and betting in the U.S. The episode concludes with insights into the future of sports betting and upcoming events in the industry [13:26 – 59:10].Choice quotes: "This is the most tingly moment.""It's a big week.""Personalization never hurts."Sam Zerfoss on LinkedIn: https://www.linkedin.com/in/sam-zerfoss/As ever, we thank all of our sponsors for their vibrant and excellent support. Rhythm may be a dancer, but our sponsors are the funky funky beat. In no particular order they are: the mighty EveryMatrix – the industry go-to for sportsbook platforms and data feeds. EveryMatrix's coverage is so damn good, they're gaining tier-1 operators all the time. The proof really is in the pudding, and OddsMatrix is so, so sweet…Optimove, who turn customer data into something special, with tools that make businesses just plain work better. Optimove, your support helps us make things that bring people sunshine… Well, I say sunshine. I may mean rain, but it's all weather, am I right? Oh, and tell them you came via us and you get your first month free!Then of course there is Clarion Gaming, providers of the magnificent ICE expo (January '26 in Barcelona) and iGB Live! in London. We love you guys BIGGER THAN THE SKY. The Gambling Files podcast delves into the business side of the betting world. Each week, join Jon Bruford and Fintan Costello as they discuss current hot topics with world-leading gambling experts.Website: https://www.thegamblingfiles.com/Subscribe on Apple Podcasts: https://apple.co/3A57jkRSubscribe on Spotify: https://spoti.fi/4cs6ReF Subscribe on YouTube: https://www.youtube.com/@TheGamblingFilesPodcast Fintan Costello on LinkedIn:

Carl Hooker brings us a live podcast from the ISTE+ASCD conference in San Antonio, Texas. He connects with conference attendees, friends old and new, asking each to share a problem they're working to solve in their corner of the education world — or, as Carl puts it: “Tell me your idea spark." Carl sits down with Bria Jones. Her title is Customer Success, Wakelet & bulb, and in this role she is focusing on the curation space for both educators and learners. Find out how Bria defines an “unexpected idea spark.” This episode of The Idea Spark is brought to you by EdSurge Solutions Studio.

Send us a textDive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining a human touch in customer experience, and strategies to avoid the dreaded “tech for tech's sake” trap. Adrian shares a fresh perspective on leveraging AI for operational efficiency—not by cutting costs but by unlocking capacity to deepen customer relationships. We also touch on often-overlooked ethical considerations, from AI's environmental impact to the human labor hidden behind the scenes.In this episode of the customer success playbook, Adrian Swinscoe expertly navigates the AI hype cycle, reminding us that technology should never lead the charge without a clear strategy rooted in customer experience goals. Adrian advocates flipping the traditional tech-first approach on its head—start with the experience you want to create, then work backward to the data and technology needed. This disciplined mindset steers organizations away from buying shiny tools with no purpose and towards a deliberate, ROI-driven deployment of AI.What stands out is Adrian's practical example of a forward-thinking e-commerce company that uses AI automation to free their agents from mundane inquiries. Instead of using this newfound efficiency to reduce headcount, they activate new channels to deepen direct customer interactions. This mindset flips the usual script focused on cost-cutting, proving that AI can be a genuine enabler of enriched customer success rather than a simple productivity hack.The episode also ventures into the less glamorous but crucial topics rarely discussed: the hefty energy consumption demanded by AI's generative models and the ethical conundrum surrounding low-paid labor involved in data annotation. These insights serve as an important reminder that innovation must marry responsibility, aligning with broader business values and the global climate imperative.For customer success leaders, the takeaways are clear: educating teams on the art of the possible with AI, defining an experience-first strategy, and thoughtfully measuring impact are essential steps to harness AI's power effectively. Above all, there's a call to maintain the human element—after all, let's not trade genuine connection for robotic efficiency. Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease 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.

What if the only thing between you and your next Customer Success role is a smarter job search strategy? In this episode, I sit down with Howard, who went from layoff (with a baby on the way!) to landing his dream job at Zoom in just eight weeks, and in the toughest market we've ever seen. He's sharing the raw truth about what actually works, how to get recruiters to notice you, the difference strategic coaching makes, and the resume and interview secrets that put you at the top of the pile—even with hundreds of competitors.You'll leave this episode with a playbook to fast-track your interviews, stand out in a crowded field, and confidently negotiate your next offer. Ready for the strategy other job seekers don't know? Press play and find out exactly how Howard did it and how you can too.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA. Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.**Episode #264 Highlight Reel:**1. The power of reflection & attention to the customer journey you're building 2. Enhancing customer experience through employee engagement  3. Building your playbook on tech-stack efficiency and utilization 4. Breaking down silos to build world-class customer & employee experiences 5. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE) Click here to learn more about Mika YamamotoClick here to learn more about FreshworksHuge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation". You know what would be even better?Go tell one of your friends or teammates about CXC's custom content,  strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of nearly 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's best CX-driven companies? We recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In “The C.H. Robinson Perspective: Navigating the Next Era”, Joe Lynch and Michael Castagnetto, President of North American Surface Transportation at C.H. Robinson, discuss how the company's people-first culture and commitment to developing its employees drive its ability to solve complex logistics challenges and innovate for the future. About Michael Castagnetto Michael Castagnetto was named president of North American Surface Transportation (NAST) in January 2024. Prior executive positions with the company include Vice President, Customer Success in NAST from January 2023 – January 2024 and President of Robinson Fresh from December 2019 – January 2023. Michael began his career with C.H. Robinson in 2005 and has held various leadership roles including sourcing manager at Food Source, general manager of the tropical and dry vegetable categories, director of global supply and vice president of global sourcing. He holds a bachelor's degree from Saint Mary's College of California. About C.H. Robinson C.H. Robinson delivers logistics like no one else™. Companies around the world look to us to reimagine supply chains, advance freight technology, and solve logistics challenges—from the simple to the most complex. 83,000 customers and 450,000 contract carriers in our network trust us to manage 37 million shipments and $23 billion in freight annually. Through our unmatched expertise, unrivaled scale, and tailored solutions, we ensure the seamless delivery of goods across industries and continents via truckload, less-than-truckload, ocean, air, and beyond. As a responsible global citizen, we make supply chains more sustainable and proudly contribute millions to the causes that matter most to our employees. For more information, visit us at chrobinson.com (Nasdaq: CHRW). Key Takeaways: The C.H. Robinson Perspective: Navigating the Next Era In “The C.H. Robinson Perspective: Navigating the Next Era,” Joe Lynch and Michael Castagnetto, President of North American Surface Transportation at C.H. Robinson, discuss how the company's people-first culture and commitment to developing its employees drive its ability to solve complex logistics challenges and innovate for the future. The Human Element is the "Secret Sauce": C.H. Robinson's core strength is its people. Despite its massive network and technology investments, the company's ability to solve complex logistics challenges is rooted in its team's expertise and problem-solving skills. This human touch is consistently cited by customers as a key differentiator and a source of trust. Navigating the Post-COVID Freight Recession: The interview addresses the challenges of the recent freight recession. C.H. Robinson's approach during this time focused on helping customers navigate market volatility, reinforcing the need for a flexible and proactive logistics strategy to manage supply chain disruptions and shifting market dynamics. The Power of a Diverse Business Portfolio: C.H. Robinson's strength is built on four distinct business segments: NAST, Global Forwarding, Robinson Fresh, and Managed Services. This diverse structure allows the company to provide comprehensive solutions across multiple modes and industries, from a single truckload in North America to complex international and global supply chains. Nearshoring Drives Cross-Border Importance: The trend of reindustrialization in the U.S. is making cross-border logistics, particularly with Mexico, more critical than ever. The discussion highlights C.H. Robinson's investments and leadership in this area, positioning them to support this strategic shift and build more resilient supply chains. Cybersecurity is a Top Priority: Freight fraud and cybersecurity are growing threats in the logistics industry. The conversation underscores the importance of a proactive approach to security, including robust protocols and technology to protect against digital risks. This focus is essential for building and maintaining trust with customers and carriers. Unrivaled Scale and Expertise: C.H. Robinson leverages its unmatched global scale—managing 37 million shipments with a network of 450,000 contract carriers—to deliver tailored solutions. This combination of vast operational reach and deep industry expertise ensures they can solve logistics challenges of any size. The Intersection of People and Technology: While the team is the company's secret sauce, technology is a key enabler. The conversation emphasizes C.H. Robinson's continuous investment in freight technology, including AI and other digital platforms. This innovation allows for better data-driven decisions and enhanced efficiency. Learn More About The C.H. Robinson Perspective: Navigating the Next Era Michael Castagnetto | Linkedin C.H. Robinson | Linkedin C.H. Robinson Global Newsroom | C.H. Robinson The Logistics of Logistics Podcast If you enjoy the podcast, please leave a positive review, subscribe, and share it with your friends and colleagues. The Logistics of Logistics Podcast: Google, Apple, Castbox, Spotify, Stitcher, PlayerFM, Tunein, Podbean, Owltail, Libsyn, Overcast Check out The Logistics of Logistics on Youtube

In this episode, we explore the rise of Customer Success in healthcare & imaging informatics—where it came from, how it differs from traditional IT approaches, and why it's gaining traction in the industry. We discuss the Customer Success mindset, key principles for driving outcomes in healthcare, and practical frameworks for building successful programs. You'll also hear strategies for launching a Customer Success function, fostering customer advocacy, and creating long-term value for both users and organizations. You can find our podcast on Spotify, Apple Podcast, or anywhere else you subscribe to podcasts. Please help us out by leaving a review! Visit us at https://siim.org/page/siimcast Special Thanks to @RandalSilvey of http://podedit.com for editing and post processing support.

Scaling teams inside matrixed organizations is rarely about speed alone. Shane Hughes, Head of Customer Success at LinkedIn and former Salesforce executive, argues that real growth comes from slowing down to coach with intention, aligning stakeholders early, and focusing relentlessly on customer value. In this conversation, he shares how leaders can avoid the trap of “chasing renewals” and instead build advocacy from the start by connecting adoption to measurable business outcomes.Shane also pulls from his experience leading teams that grew revenue from millions to billions to highlight what separates managers from true coaches. He explains why curiosity is the foundation of influence, how consistency compounds impact, and why high performers act more like consultants than communicators. Whether you're a CRO, frontline manager, or rep aiming to lead, his lessons offer a clear path to scaling without losing your edge.Key Takeaways1. Renewals are won early, not saved late – Retention isn't about heroics at the end of a contract; it's about shaping value in the first months after a deal closes.2. Adoption does not equal value – Usage is necessary but meaningless unless it connects to the customer's defined business outcomes.3. Curiosity drives advocacy – The best customer success leaders don't just communicate; they ask sharp questions that reframe problems and uncover hidden opportunities.4. Coaching beats chasing – Managers who focus on coaching their teams to think like consultants create consistent impact, while those who chase activity confuse motion with progress.5. Slow down to speed up – Scaling in matrixed organizations requires alignment and influence across stakeholders; patient lobbying accelerates outcomes later.6. Consistency compounds – Small, repeatable practices in coaching and customer engagement build long-term trust and measurable growth.7. Leaders must coach across, not just down – True leadership requires influencing peers and executives in addition to managing direct reports.

2025-08-22 Hosts Craig Lipset and Jane Myles hosted a conversation with Alpa Kushillani, VP of Customer Success & Delivery with Gooseberry Research and a rare disease advocate. Alpa shares her family's journey with Duchenne muscular dystrophy and how those experiences inspired her to create new solutions for patient-centered research.We explore the realities of clinical trial participation for rare disease families—from challenges in home healthcare and nurse training to the promise of digital health tools and decentralized approaches. Alpa highlights how Gooseberry Research is working to improve trial accessibility through specialized nurse training, stronger site communication, and partnerships with technology providers.The episode also touches on trial design hurdles, the need for meaningful endpoints, and the future of decentralized clinical trials. Episode Resources:DCT Market TrendResearch About a Novel, Home-Based Assessment for Duchenne Muscular DystrophyYou can join TGIF-DTRA Sessions live on LinkedIn Live on Friday's at 12:00 PM ET by checking out our LinkedIn. Follow the Decentralized Trials & Research Alliance (DTRA) on LinkedIn and X. Learn more about Membership options and our work at www.dtra.org.

Send us a textWe've all been there—put on hold, passed around, or treated like an inconvenience. In this episode, we dive into the frustrating world of bad customer service and explore how it silently kills brand loyalty, especially for small businesses. From viral disasters to tone-deaf policies, we unpack the real stories behind service fails and ask: when did “the customer is always right” stop being a thing?We also throw in a few legendary stories of companies that got it right—just to prove it's still possible. So grab your drink of choice and settle in for this one. It's about to get cringe-worthy.Don't miss the latest insights and entertaining discussions on entrepreneurship, small business, and random BS. Subscribe, follow, and like Mike and Blaine's "Business, Beer, and BS" and catch every episode! Featured Beer: @lonepintbrewery @cabinbrewingco @bornbrewingcoMike: Lone Pint Brewery “Brewer's Select” American Wheat AleBlaine: Cabin Brewing Company and Born Brewing Co. Collaboration “Super Cutie!” Hazy IPA with MangoWatch on YouTube: https://youtu.be/wF1pM8EdhFIThanks to our Beer Sponsors: • Rachel Barnett from Gentle Frog: youtube.com/@GentleFrog • Karen Hairston from 3S Smart Consulting: 3ssmartconsulting.com• Larry Weinstein, the Cash Flow Cowboy in Houston Texas!• Neighbor Pat• Devin• Jeff Robertson at jeffreyrobertson.comListen to all our episodes at mikeandblaine.comcashflowmike.comdryrun.com#mikeandblaine #smallbusines #cashflow #finance #beer #entrepreneur #craftbeer Support the showCatch more episodes, see our sponsors and get in touch at https://mikeandblaine.com/

Meet Chuck Ganapathi, the new CEO of Gainsight!In this special episode of [Un]Churned, host Josh Schachter sits down with Gainsight's outgoing CEO Nick Mehta and his successor, Chuck Ganapathi, to mark a pivotal leadership transition. Nick reflects on his 13-year journey building Gainsight into a category-defining company, the lessons he's learned navigating growth, and why now is the right time to hand over the reins. Chuck shares his gratitude for the opportunity, the deep trust he and Nick have built over decades of connection, and his vision for the company's next chapter—one shaped by AI, customer success innovation, and a human-first culture.Timestamps0:00 - Welcome & The Big Announcement2:25 - Why Nick Is Stepping Down3:54 - Lessons from Private Equity & Building a Lasting Company6:23 - Chuck on becoming the NEW CEO7:10 - How Nick & Chuck First Met (Stanford Days & Startup Stories)16:25 - Why Chuck Was the Obvious Choice for CEO21:12 - CEO Transitions as Turning Points25:40 - Human-First Leadership & Gainsight's Mission28:20 - What's Next for Customer Success in the Age of AI 34:12 - Will AI Replace CSMs? (Nick & Chuck's Take)36:42 - Looking Ahead: The Next Chapter of Gainsight38:52 - Fun Facts About Chuck (Heartthrob, Tennis & Shopping!)44:34 - Final Words: Legendary & Transformational Futures

Think your interview skills are top-notch but still walking away empty-handed? You might be leaving points (and offers) on the table…without even knowing it.In this episode, I'm pulling back the curtain on the real way interviewers score your answers and why vague talk tracks are quietly wrecking your chances. We'll dive into the truth about the interview scorecard system, run through real-life answer transformations (from bland to “Hire them now!”), and I'll reveal the tiny shifts that separate “meh” candidates from absolute standouts in today's hyper-competitive Customer Success market.You'll walk away knowing exactly how to turn your stories into high-scoring, offer-earning answers so you finally stand out, leave no doubt, and get the job you deserve. Curious what your go-to interview stories are really scoring in the eyes of a hiring manager?Hit play now because the details you're missing might be the only thing standing between you and your dream role.

Send us a textReady to inject some punk spirit into your customer experience? In this episode of the Customer Success Playbook, Adrian Swinscoe joins Roman Trebon to explore the delicate art of reducing friction without losing that vital human touch. From the bustling cultural tapestry of Edinburgh's Fringe Festival to personal tales of rock climbing and postponed trips to Japan, Adrian sets the stage with personality before diving into why not all friction is bad. He reveals why some “effortful” moments between a brand and its customers actually build loyalty, and how removing them in the name of efficiency can backfire spectacularly. If you're looking to refine your customer journey without sterilizing it, this episode serves up the perfect balance of practical wisdom and a punk attitude.In a world obsessed with streamlining every process, this episode is a refreshing reminder that operational efficiency is not always the hero of customer success. Adrian Swinscoe brings a nuanced perspective: friction isn't the bogeyman it's often made out to be. By distinguishing between “good friction” — those meaningful touchpoints that enrich customer relationships — and “bad friction” that truly hinders progress, organizations can avoid the pitfall of a too-easy, yet emotionally barren, experience. His example of a company that saw sign-ups soar but retention dive thanks to over-simplification is a cautionary tale for businesses tempted to sanitize their customer journey too aggressively.The actionable takeaway? Approach your customer journey analysis with deliberate care and use data combined with direct customer feedback to fine-tune that balance. This means digging deep into customer stories and operational metrics to identify where technology should speed things up and where human moments need to be preserved or even amplified. Adrian's advice serves as a critical chapter in your customer success playbook, fueling smarter decisions that respect both business goals and the emotional dynamics that bind customers to your brand.Bonus: His reflections on rock climbing as a meditative, focus-driven hobby provide a clever metaphor for the customer success journey itself—it's about balance, precision, and the right amount of challenge.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease 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.

Property is often the biggest asset in a separation – and one of the hardest to navigate. Should you sell the family home? Can you afford to stay? How do you avoid costly mistakes when emotions are running high?In this episode, host Sabina Read is joined by Evan Thornley, Co-Founder and CEO of Longview, and Jules Hewitt, Head of Customer Success at Agent Select, to unpack the complexities of property division during separation and divorce.Together they explore:The impact of soaring property prices on couples deciding whether to separate.Mistakes to avoid when buying or selling under pressure.How to find the right real estate agent (and what questions to ask).Strategies for staying on the “capital growth train” post-separation.The pros and cons of renting or “rentvesting” as a transitional step.Practical resources and tools to make better property decisions.Whether you're separating, supporting someone who is, or simply wanting to future-proof your financial wellbeing, this episode is full of expert advice and practical tips to help you approach property decisions with clarity and confidence.

Aplica al puesto de Supervisor de Customer Success aquí: https://clienty.co/supervisor-customer-success/

If your sales and marketing teams feel like they're running different races, this episode will show you the framework to fix it – fast.We break down the exact sales and marketing alignment framework we use with revenue leaders to unite GTM teams, reduce wasted spend, and win more deals. You'll see why the old playbooks like Predictable Revenue create silos – and how our “Circuit” model hardwires sales, marketing, and customer success into one connected system.We'll walk you through cataloguing the market to capture first-party intent, feeding that intelligence into marketing for targeted trust-building campaigns, and closing the loop with customer success so deals stick and expand.Tune in and learn:+ Why most GTM teams are misaligned – and the root cause+ How to capture first-party market intelligence that makes marketing commercially viable+ The step-by-step framework for aligning sales, marketing, and customer successThis is a must-watch if you lead sales, marketing, or customer success and want a system that unites your teams around the same revenue goal.Want access to the GTM Map that's blurred out? Register for our next webinar:

Presenter Contact Info Email: jenine.stanley@aira.io Website: https://aira.io

What if your KPIs are hiding your true impact and that's why you're not getting promoted? Most CSMs are tracking what leadership asks and missing the real proof that moves careers forward. If your best work is going unnoticed, you're not alone. That's why in this episode, I reveal the three high-impact metrics I personally used to score raise after raise (including how I built a 200k IC role from scratch), the “invisible work” you should start logging today, and how to create your own bulletproof folder of receipts for interviews, promotions, and layoff protection. Hear the small, simple experiments that can lead to company-wide change and find out how to capture the magic that really sets you apart.You'll learn how to turn invisible effort into undeniable evidence, make your value pop in every review, and protect yourself from layoffs or missed opportunities. Want to know the "receipts" no one else is collecting but every leader cares about? Press play now and get the edge you deserve.

What if you could quote thousands of lanes in minutes, respond to shippers in under two, and still have time to grow your customer base? Let's welcome Tabi Connect's Dan Hellmann back to the show to explain how quoting automation, RFP modules, and lightning-fast rate delivery are changing the game for freight brokers and carriers! We discuss why speed is your biggest competitive advantage in today's market, how data-driven sales build trust with shippers, and why honest onboarding beats over-promising every time.  Dan covers more topics to help you automate smarter, execute flawlessly, and deliver more value than the competition, so keep tuning in!   About Dan Hellmann With a career spanning 19 years in the transportation and logistics industry, Dan Hellmann is a dynamic and results-driven leader. Currently serving as the Chief Sales Officer at Tabi Connect, he has been at the forefront of the company's success for the past 3.5 years. In this role, Dan leads sales, marketing, account management, and customer success, driving the company's growth and ensuring client satisfaction. Dan is deeply involved in industry associations, serving as a Board Member for the Logistics and Transportation Association of North America (LTNA), an active member of the Young Executive Committee for the Transportation Intermediaries Association, and serves as a Board Member for the Denver Transportation Club.  A true veteran in the brokerage field, Dan Hellmann has accumulated invaluable experience in sales leadership, P&L management, and strategy. His journey includes successfully starting up a brokerage for a former customer, steering it to an impressive $50 million in revenue. Dan brings a wealth of knowledge and practical insights to industry events. His passion for innovation, strategic thinking, and commitment to excellence make him a compelling voice in the world of transportation and logistics.   Connect with Dan LinkedIn: https://www.linkedin.com/in/dan-hellmann-ctb/  Email: DanH@tabiconnect.com  

In this special Laugh, Lend & Eat episode, Fobby sits down for his first on-air conversation with the leadership of InGenius since they acquired his recruiting platform, SIMPL. Jeff Walton, CEO of InGenius, and Varant Herculian, Head of Customer Success, join the mic to talk about how the mortgage recruiting landscape is shifting — and what it takes to lead through change.They dive into:Jeff's 36+ years of lessons on staying ahead in both mortgage and tech.How Varant builds customer success strategies that actually stick.The thinking behind the InGenius + SIMPL merger and its real impact on branch managers.Why leadership in recruiting is about more than filling seats — it's about building the right culture.Notable Quote:"The recruiting game is going to be won by the people who can take great data and turn it into real, human conversations that lead to action." – Jeff Walton"It's about listening to the client, understanding their process, and making sure the tech fits their workflow — not the other way around." – Varant Herculian"You have to be willing to adapt your business model — not just once, but continuously — if you want to stay relevant in this industry." – Jeff WaltonThis is a conversation about change, leadership, and where recruiting is headed — and it's one you won't want to miss.

Start your very own Credit Repair business - Learn how by joining our FREE 5-day challenge: http://startrepairingcredit.com/By now, we all know that we can't call leads anymore…But what if I told you that's the best thing that's ever happened to your business?In today's episode, we're joined by Christopher Stirgus, credit repair entrepreneur and founder of Stirgus Credit Repair. He's built a fully automated, TSR-compliant credit business that signs up new clients without making a single phone call. And today, he's pulling back the curtain.This special live session, hosted by our very own Troy Hitt, Head of Customer Success, dives deep into how Christopher eliminated cold calling, automated his onboarding, and used tools like CRC Billing and Credit Hero Score to streamline his entire operation.You'll see exactly how his website converts leads without contact, how his 50-question FAQ page builds instant trust, and how self-service signups helped him scale faster than ever, all while staying 100% compliant.Plus, you'll learn how to handle objections around trust, when (and how) to get on the phone with clients, and why you should fire bad leads before they even join.If you've been stressed about the TSR, this episode is your blueprint to not just survive, but grow.Tune in!Key Takeaways:00:00 Intro 01:27 What Is the Telemarketing Sales Rule (TSR)? 02:52 How the TSR Impacted Christopher's Business07:30 Christopher's Website, Self-Service Signup, and CRC Billing14:11 Cool Credit Hero Score Features 15:20 Advice for Aspiring Credit Heroes18:36 Affiliate Partnerships 21:34 Dealing with Stall Letters24:48 OutroAdditional Resources:Stirgus Credit Repair: https://stirguscreditrepair.com/index.htmlGet a free trial to Credit Repair CloudGet my free credit repair training  TSR Could End Your Credit Repair Business Overnight, Here's What You Can DoMake sure to subscribe so you stay up to date with our latest episodes.

When you're raising your first rounds, every cap table decision can echo for years. Give away too much equity early, lock yourself into restrictive pro rata rights, or over-optimize for valuation — and you may find yourself boxed in just when your company starts to grow. Pulley co-founder and CEO Yin Wu has seen these mistakes firsthand. In this episode of Fund/Build/Scale, she offers practical, founder-first strategies for structuring and managing your cap table so you can attract top talent, keep your options open, and stay in control of your startup's destiny. We also discuss how to compete with entrenched incumbents, why her LinkedIn profile says she works in Customer Success, and how founders can shift their role as the company scales. RUNTIME 38:44 EPISODE BREAKDOWN (2:46) Why her LinkedIn profile says she's in “customer success,” not CEO/co-founder. (5:43)  How much time passed between Day Zero and serving Pulley's first customer? (9:48) “ You're trying to market the product, and then you're also playing the role of customer success at the same time.” (10:04) The number-one cap table mistake founders make? “Being too greedy.” (13:55) Why are startups sticking with four-year vesting schedules when it takes 7-10 years to exit? (15:14) How founders should think about pro rata rights in early rounds. (19:04) Taking money out in a secondary “ actually releases some of the pressure and allows founders to focus.” (21:04) Founder-preferred shares “are becoming increasingly popular.” (24:15) CEO/founders need to remember “ the soft power that you have as a leader of the company.” (26:45) How Yin defines “founder mode.” (30:50) “ Every successful company has been a response to some incumbent's worldview.” (33:38) Why going public “ can actually make it tough for companies to be able to innovate.” (34:04) The one question she'd ask the CEO if she were interviewing for a job with an early-stage startup. LINKS Yin Wu Pulley How to Scale a Startup in Just 3 Months, Pulley Employee Equity, Sam Altman Will the Blockbuster Deal for Wiz Spur an M&A Wave in Cybersecurity?, WSJ Pro VC SUBSCRIBE

In this weeks' Scale Your Sales Podcast episode, my guest is Monica Stewart.   Monica is a transformational GTM Consultant with 15+ years of experience, empowers B2B startup founders to achieve sustainable success on the journey from $1-$10M ARR.   In today's episode of Scale Your Sales podcast, Monica shares valuable insights on why the jump from $1M to $10M in annual recurring revenue is more challenging than many anticipate. She outlines the critical stages of growth, the risks of scaling too soon, and the importance of staying focused on proven strategies. Monica also emphasizes the need for strong alignment between product, marketing, and sales, while offering practical advice on benchmarking, system scalability, and making the right hiring decisions—particularly when considering candidates from larger organizations.   Welcome to Scale Your Sales Podcast, Monica Stewart.     Timestamps: 00:00 Startup Growth Challenges 05:20 Understanding Go-to-Market Strategy Components 07:22 Optimizing Sales Funnel Efficiency 09:33 Optimizing Team Performance & Growth 15:23 Adaptive Startup Development Strategy 18:34 Adapting Strategies for Modern Success 22:32 Prioritize Customer Success for Growth 23:54 Optimizing Customer Retention Cycle 26:57 Prioritize Buyer Experience 32:25 Crucial: Benchmark Job Requirements     https://www.linkedin.com/in/monica-stewart/ https://www.instagram.com/monicastewartsales/     Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales.   Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

Send us a textReady to shake up your customer experience approach with some no-fluff, straight-to-the-point wisdom? In this episode, Adrian Swinscoe – author of *Punk CX* and *How to Wow* – joins Roman Trebon to deliver a masterclass on how real, actionable data combined with firsthand customer stories can transform your CX from good to unforgettable. Learn why "going to the gemba" (that's Japanese for “go see where the work happens”) can be the secret weapon in your customer success playbook, and why less complexity often results in more memorable experiences.Adrian Swinscoe dives deep into a pragmatic, almost punk rock philosophy of customer experience that's anything but conventional. His call to action? Don't get lost in the sea of binary data points and over-engineered solutions. Yes, data is king – but raw numbers alone often feel like a monochrome sketch. True customer success leaders bring color and context by blending quantitative insights with rich, qualitative stories. It's these narratives that move teams to act and innovate, bridging the gap between cold metrics and vibrant human emotion.Swinscoe invokes the Toyota-inspired practice of “going to the gemba,” encouraging CX leaders to ditch conference rooms and dashboards for direct observation—whether it's sitting with frontline agents or experiencing the product as a customer would. This boots-on-the-ground approach fosters empathy, reveals friction points invisible in reports, and catalyzes meaningful change.Echoing his punk ethos, Adrian warns against the natural tendency to keep piling on features and processes under the guise of “improvement.” Instead, simplicity should be your compass. If you add one new element to a process, critique what two things you can eliminate. Complexity is easy; elegance and clarity require discipline—and they pay dividends in customer loyalty.Roman's illustrated comic example highlights the paradox: an overcomplicated onboarding and an overly simplified offboarding process reveal where brands lose customers—not because of lack of effort, but too much of the wrong kind of effort.For anyone seeking practical, actionable guidance on staying ahead in the crowded CX arena, this conversation is a treasure trove. Tune in, challenge your assumptions, and enrich your customer success playbook with these hard-earned lessons on observation, storytelling, and ruthless simplicity.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease 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.

Are you building a sales org from scratch? Or rebuilding one in the middle of an AI boom? If so, this episode is your field guide. CJ sits down with Ethan Schechter, SVP of Global Sales and Customer Success at Qodo (and the guy who helped take Snyk from $0 to $100M+ in revenue), to talk about the wild days of early-stage sales leadership. Ethan shares how he navigates “basecamp” moments and the “smile” and “cry” days of year one. He explains his approach to hiring for a new org, building internal trust while over-communicating, designing incentive structures for the early days, trading dollars for speed through discounting, and staying competitive in the fast-changing era of AI. The episode ends with an entertaining roast of LinkedIn's cringe posts, from fake ARR math to self-given nicknames and beyond.—LINKS:Ethan Schechter on LinkedIn: https://www.linkedin.com/in/ethanschechterQodo: https://www.qodo.aiCJ on X (@cjgustafson222): https://x.com/cjgustafson222Mostly metrics: RELATED EPISODES:A CFO's Guide to Understanding Sales Teams, featuring Snyk's Ethan Schechter — —TIMESTAMPS:(00:00) Preview and Intro(02:07) Sponsor – Navan | Rillet | Pulley(06:10) Ethan's Career as an Early-Stage Sales Leader and Understanding Equity(10:04) The “Basecamp” Mindset and Restarting Strong(12:33) Building Out Your Rules of Engagement(14:25) Sponsor – Brex | Aleph | RightRev(18:45) Navigating the “Smile and Cry” Days of Year One(24:03) Ethan's Approach to Hiring for a New Org(27:38) Building Trust With Founders as a New Sales Leader(30:19) Incentives: Creating a Commission Plan for the Early Days(34:10) Why You “Can't Divide Zero”: Handling Deal Splits(35:52) Other Early-Stage-Isms or Philosophies(38:52) Discounting at an Early-Stage Company(41:17) Selling in Today's Environment: Competitive Trap-Setting(44:47) Budgets for AI Products: Experimental ARR(45:50) Monthly Deals and Decision Cycles in the Current Environment(47:33) Remaining Competitive in the Era of AI(51:08) The Lighter (and Cringier) Side of LinkedIn(1:03:01) Wrap—SPONSORS:Navan is the all-in-one travel and expense solution that helps finance teams streamline reconciliation, enforce policies automatically, and gain real-time visibility. It connects to your existing cards and makes closing the books faster and smarter. Visit https://navan.com/runthenumbers for your demo.Rillet is the AI-native ERP modern finance teams are switching to because it's faster, simpler, and 100% built for how teams operate today. See how fast your team can move. Book a demo at https://www.rillet.com/metrics.Pulley is the cap table management platform built for CFOs and finance leaders who need reliable, audit-ready data and intuitive workflows, without the hidden fees or unreliable support. Switch in as little as 5 days and get 25% off your first year: https://pulley.com/mostlymetrics.Brex offers the world's smartest corporate card on a full-stack global platform that is everything CFOs need to manage their finances on an elite level. Plus, they offer modern banking and treasury as well as intuitive expenses and accounting automation, bill pay, and travel. Find out more at https://www.brex.com/metricsAleph automates 90% of manual, error-prone busywork, so you can focus on the strategic work you were hired to do. Minimize busywork and maximize impact with the power of a web app, the flexibility of spreadsheets, and the magic of AI. Get a personalised demo at https://www.getaleph.com/runRightRev automates the revenue recognition process from end to end, gives you real-time insights, and ensures ASC 606 / IFRS 15 compliance—all while closing books faster. For RevRec that auditors actually trust, visit https://www.rightrev.com and schedule a demo.#SalesLeadership #StartupSales #SalesStrategy #SalesCompensation #discounting This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.mostlymetrics.com

Are you sick of making it to the final interview round, only to watch the offer slip away at the last moment? What if the thing holding you back isn't your experience, your resume, or even your skills…but just three tiny tweaks to your interview game?In this episode, I break down the exact changes my client made to go from getting ghosted after interviews to locking in two final rounds and a six-figure Customer Success offer (with a 35% raise!) in just a few weeks. You'll hear the interview mistakes almost everyone makes, why your stories might be falling flat, and the secret to selling your value without feeling like you're bragging. Plus, I'll reveal my favorite strategy for steering interviews so you finally stand out from the crowd.If you're frustrated by interview feedback that never seems to turn into offers, you're about to get massive clarity and a road map to confident, compelling interviews that actually seal the deal. Hit play now to learn exactly what you need to shift and finally break out of the endless interview loop for good.

Join the VIP Waitlist for RevUP: https://www.thecustomersuccesspro.com/revupIn this episode, Anika Zubair discusses the transition from customer service to customer success with Lena Therese Zimmerman, Head of Customer Experience at Do Instruct. They explore the importance of curiosity, team collaboration, and the need for a strategic approach in customer success. Lena shares her journey in transforming a reactive customer service team into proactive customer success managers, emphasizing the significance of aligning internal goals with customer success metrics. The conversation highlights the shift in mindset required to prioritize customer success over mere customer happiness, and the strategies for educating customers about the role of customer success managers. In this conversation, the speakers delve into the intricacies of customer success, focusing on the challenges faced during onboarding, the importance of empathy, and the need for effective communication. Chapters00:00 Introduction 02:52 Transitioning from Customer Service to Customer Success05:52 Understanding the Role of Customer Experience08:51 The Importance of Team Collaboration in Customer Success12:07 Curiosity as a Key Trait in Customer Success15:02 Transforming Reactive Teams into Strategic Partners18:11 Aligning Internal Goals with Customer Success21:10 The Shift from Customer Happiness to Customer Success23:53 Educating Customers on the Role of Customer Success28:38 Understanding Customer Fears and Onboarding Challenges31:38 Empathy in Customer Success33:02 Overcoming Customer Hesitation34:32 Communicating Effectively During Onboarding36:09 Setting Expectations: The Importance of Honesty39:33 The Balance of Saying No: Guiding Customers to Success41:00 Collaboration Between Sales and Customer Success43:40 Transitioning from Support to Strategic Advisor47:59 Lessons Learned: Shifting from Service to Revenue Focus51:25 The Future of Customer Success: Embracing AI52:59 Changing Perceptions of Customer SuccessConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Lena Theres Zimmermann:Linkedin: https://www.linkedin.com/in/lena-theres-zimmermann/Lena Zimmermann is Head of Customer Experience at doinstruct, a fast-growing Compliance Tech startup. With over 7.5 years of experience in SaaS, she has led Customer Success teams across DACH and BENELUX, helping companies create meaningful, long-term customer relationships.Lena is passionate about turning Customer Success into a strategic growth lever — especially in contexts where customer bases are more traditional and starting their digital transformation. Her leadership approach blends structure with empathy, enabling scalable processes that support retention, adoption, and revenue expansion.Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

This conversation delves into the innovative manufacturing processes at Horn, highlighting the importance of collaboration, customer relationships, and adaptability in the tooling industry. The speakers share their experiences and insights on how Horn's commitment to quality and rapid delivery sets them apart in a competitive market. They discuss the significance of continuous improvement and the company culture that fosters trust and teamwork among employees and customers alike.In This Episode:-00:00: Welcoming Horn USA Back To Workforce 4.0-06:23: Horn GmbH's Next Level Customer Experience-10:42: Investing In American Made Products-13:54: The Impact Of Shorter Lead Times On CX-16:50: Sharing The Power of Customer Success-20:44: Winning Through Collaboration-23:36: Cutting Time, Not Quality-26:18: The Blueprint For Building An Innovative Product-31:47: Career Opportunities and Growth At Horn-36:08: Conclusion and Contact InformationMore About Bryan Winterlin, Eric Carbone and Todd DeMeyer:Brian, Eric and Todd are all members of the Horn USA Outside Sales team that spend their days working directly with Horn's customers to provide innovative and quality solutions for their machining needs. Covering territory all throughout the United States, connect and learn more about each of these sales rockstars and what Horn USA can do for you here:Bryan Winterlin | Eric Carbone | Todd DeMeyer

In this episode of Building Better Developers with AI, Rob Broadhead and Michael Meloche delve into the often-overlooked yet crucial topic of customer success. Revisiting a previous episode, "Customer Success - Delivering value on a budget," with AI's help, they reframe how developers and founders can deliver long-term value—even on a limited budget. “Customer success isn't optional—it's how you grow sustainably.” Unlike reactive customer support, customer success is a proactive mindset. It ensures that what you build helps users meet their goals, reduce friction, and ultimately drive business results—for both them and you. The Key Difference: Support Reacts. Success Delivers. Many developers conflate customer support with customer success, but they serve very different roles: Support fixes problems when users hit a wall. Success removes those walls altogether. Callout: “When you build for success, you become an investment—not just a cost.” Developers should aim to reduce effort, automate pain points, and align solutions with customer outcomes. That's when your work becomes mission-critical. Busting the Budget Myth A common misconception is that customer success programs are a luxury reserved only for large companies. The truth? Small teams may need it even more. Michael shares a real-world example: After years of manually maintaining a client's outdated systems, a simple upgrade cut service time from three days to four hours. That's budget-friendly success with measurable ROI.

Ever nailed your elevator pitch only to get ghosted after the first interview? Here's the hard truth, “Tell me about yourself” isn't a trick question, but it's tripping up even the most seasoned Customer Success pros. In today's episode, I'm exposing the five most common (yet completely fixable) mistakes that are sabotaging your first impression and keeping your dream CS role just out of reach. You'll learn why memorizing your pitch could be your downfall, how to avoid oversharing your life story, and the secret to using job description keywords to get recruiters rooting for you. I'll break down the mistakes that could be costing you callbacks and walk you through a real client's before-and-after pitch so you know exactly what “good” sounds like in less than 20 minutes.You'll leave with a sharper, more strategic elevator pitch that gets noticed (and gets you to the next round), with none of the fluff or rambling. Ready to finally turn that first impression into a second interview? Hit play now to fix your pitch before your next big opportunity slips by.

The CS Promotion Tracker: https://www.thecustomersuccesspro.com/offers/wh6BFvEc?coupon_code=PODCAST50In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of taking charge of one's career development in customer success. She discusses the necessity of creating a personal development plan, identifying skills gaps, and proactively tracking accomplishments to secure promotions. Anika outlines common mistakes professionals make in their career growth and provides actionable steps to build a successful career trajectory. The episode encourages listeners to prioritize their personal development and take ownership of their career paths.Chapters00:00 Taking Charge of Your Career Development07:52 Building Your Personal Development Plan14:51 Tracking Your Wins for Career Growth19:36 Recap and Action Steps for SuccessConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this weeks' Scale Your Sales Podcast episode, my guest is Leeron Yahalomi.   Previously, she was a Head of Customer Success at Regie.ai. LeeRon Yahalomi is a GTM leader passionate about blending AI innovation with human insight. With deep experience in building teams and scaling post-sale operations, she's known for turning customer value into business growth.   In today's episode of Scale Your Sales podcast, Janice speaks with Leeron, they explore how AI is transforming post-sales operations, why customer success must evolve into a revenue-driving function, and how leaders can build trust, inclusion, and data-driven strategies in today's hybrid world. Leeron also shares why curiosity, authenticity, and asking the right questions are key to leading high-performing, empowered teams.   Welcome to Scale Your Sales Podcast, Leeron Yahalomi.     Timestamps: 00:00 Embracing AI: The Next Wave 06:09 AI Call Notes for Workforce Efficiency 08:01 Reframing Work: Start Where They Are 12:25 Strategic Planning and Resource Request 14:56 Sales as Discovery Art 17:25 Customer Success Drives Future Sales 22:07 Customer Engagement Defines Company Perception 23:32 Data-Driven Customer Insight Process 27:22 Empowered Women's Presence     https://www.linkedin.com/in/leeron-yahalomi-1b066819/     Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales.   Book Janice to speak virtually at your next event: https://janicebgordon.com   LinkedIn: https://www.linkedin.com/janice-b-gordon/   Twitter: https://twitter.com/JaniceBGordon   Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast   More on the blog: https://scaleyoursales.co.uk/blog   Instagram: https://www.instagram.com/janicebgordon   Facebook: https://www.facebook.com/ScaleYourSales   And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

In this short segment of the Revenue Builders Podcast, we revisit the discussion with Shopify's CRO Bobby Morrison. We dive into the transformational "pod structure" they've adopted to align cross-functional teams more closely with customer outcomes. Drawing on lessons from his tenure at Microsoft, Morrison explains how Shopify's industry-specific pods streamline collaboration across sales, solution engineers, marketing, and customer success—leading to improved speed, accountability, and customer satisfaction. He also reveals how aligning incentives within these pods reduces internal friction and creates scalable, enterprise-grade execution. This episode is packed with strategic insight for CROs, sales leaders, and go-to-market operators aiming to drive operational efficiency and growth.KEY TAKEAWAYS[00:00:28] Shopify's shift to 16 industry-specific pods was designed to bring cross-functional teams closer to the customer.[00:01:00] Each pod includes sales, solution engineering, launch engineers, and partners all aligned around a single outcome.[00:02:00] At Microsoft, the team spent 70% of their time on internal orchestration, highlighting the inefficiency of siloed roles.[00:03:00] Shopify's pod structure includes defined primary and secondary roles with centralized responsibility and incentives.[00:03:49] All roles in a pod are measured against the same customer cohort, improving continuity and reducing disruption.[00:04:12] Morrison explains how aligning marketing with outcomes (not just MQLs) is helping Shopify eliminate interdepartmental friction.[00:05:00] Shopify is close to assigning at-risk compensation to marketing teams based on segment performance—creating real ownership.[00:05:49] The pod model drives faster decisions, stronger accountability, and less tug-of-war between siloed departments.QUOTES[00:01:00] "All aligned around a single outcome, which is helping our customers win."[00:02:39] "A sales rep could have as many as 87 different people they're working with internally to hit their objective."[00:03:49] "Now the pods are incentivized off of the same customer cohort."[00:04:59] "We're very close to assigning at-risk targets to our marketing team."[00:05:49] "Less tug-of-war that happens between siloed parts of the organization that have different KPIs."Listen to the full conversation through the link below.https://revenue-builders.simplecast.com/episodes/ai-driven-sales-innovation-with-bobby-morrisonEnjoying the podcast? Sign up to receive new episodes straight to your inbox:https://hubs.li/Q02R10xN0Check out John McMahon's book here:Amazon Link: https://a.co/d/1K7DDC4Check out Force Management's Ascender platform here: https://my.ascender.co/Ascender/

Sick of pouring your heart into job applications only to get ghosted, again and again? Here's the truth, cold outreach can actually land you more interviews (double, in fact), but only if you ditch the generic and learn to message like a pro. Most people are doing it all wrong and sabotaging their shot at the job before they even get a reply.Today, I'm tearing the lid off my private vault of cold outreach secrets. I'm revealing the 5 real-life messaging strategies that got my clients interviews at top companies, across multiple industries. You'll hear exactly what these killer cold DMs had in common, why hiring managers can't resist answering, and the subtle details that set your message apart from the noise. Plus, for the first time ever, I'm giving you access to my plug-and-play cold outreach templates that make customizing your next message almost too easy.If you're ready to stop feeling invisible, stand out in any hiring manager's inbox, and finally break the interview drought, this episode is your shortcut. You'll walk away with a strategy you've never tried and the confidence to hit send.

Retail Media Networks are booming—but there's a catch. As major retailers like Walmart, Target, Albertsons, and Kroger rake in billions from retail media, a growing bottleneck is emerging: campaigns are being sold to brands that can't get their products on the shelf. The result? Missed sales, empty shelves, and damaged shopper trust. In the latest Omni Talk Retail Ask An Expert Series, Chris Walton and Anne Mezzenga welcome Director of Customer Success, Joy Spiotta, and Senior Product Marketing Manager, Jenya Lawson, of SPS Commerce to dive into performance-based media access—where supply chain readiness determines who gets premium ad placement, not just who's willing to pay the most. 0:00 - Introduction to retail media bottleneck crisis 2:30 - Meet the experts: Joy Spiotta and Jenya Lawson from SPS Commerce 5:00 - What SPS Commerce does: Connecting retail supply chains 6:15 - The core problem: Ads running for out-of-stock products 8:45 - Why communication breaks down between media and supply chain teams 12:00 - Planning challenges and historical data limitations 14:50 - Real-world example: Sex and the City pearl necklace viral moment 16:30 - Store vs. digital inventory coordination challenges 19:00 - Automation and technological solutions for inventory management 21:30 - Measuring retail media ROI and transparency issues 24:00 - Actionable steps retailers and brands can take today 27:30 - Collaboration strategies and contingency planning 29:00 - Contact information and wrap-up Music by hooksounds.com #retailmedia #supplychain #inventorymanagement #retailtechnology #ecommerce #retailanalytics #merchandising #retailoperations #digitaladvertising *Sponsored Content*

Text us your questions and thoughts!Leadership doesn't require a title but emerges when you inspire others, lead by example, and deliver value. We're excited to welcome Stephanie Robinson, Global Account Management Leader at Maze, to the show. In this inspiring conversation, she shares insights from her career journey from Toronto to Amsterdam, highlighting how remote work, cultural awareness, and mentorship shaped her success.Her fascinating journey from a small Toronto startup to managing global enterprise accounts across Europe showcases a powerful career strategy: the 50/50 rule. Every career move should offer 50% mastery (what you already excel at) and 50% challenge (what stretches you to grow). This balanced approach prevents both stagnation and burnout, while keeping you engaged and fostering professional development.Having worked remotely long before the pandemic at companies like InVision, Stephanie also shares crucial insights into creating effective personal systems.We discuss:The importance of leading by example and being self-sufficientCultural differences in work styles between North America and Europe Why being adaptable and understanding diverse team dynamics is essential for any leaderWhy women should confidently negotiate compensation and know their market valueHow maintaining relationships with mentors provides crucial support throughout your careerHow to quantify your achievements to better articulate your value during negotiationsFrom leadership guidance to negotiation tactics to CS tips and tricks, this episode will provide you with insights, direction, and support no matter where you are in your career. Enjoy!

Ever wondered how customer stories come to life in global tech companies? Welcome to a fascinating conversation with Alyssa Maschi, Head of the Customer Reference Center of Excellence at Lenovo.Alyssa's career journey defies traditional expectations. Starting in nonprofit work, she made a bold transition into tech through channel marketing before finding her way to customer advocacy. Her candid admission that she "had to Google what customer reference marketing was" when applying for her current role reveals an important truth: career paths rarely follow a straight line. What carried her through these transitions? The soft skills she cultivated along the way, communication, relationship-building, and adaptability.Building Lenovo's customer reference program from scratch presented enormous challenges. Alyssa shares how she established the operational foundation, engaged with sellers, recruited customers, and eventually expanded from a single business unit to a company-wide center of excellence. Her role evolved from hands-on implementation to strategic leadership, focusing on program expansion and securing executive support. This evolution offers valuable lessons for anyone tasked with building something new within a large organization.The conversation takes an honest turn when discussing corporate politics and finding advocates. Alyssa credits her success in scaling the program to having a VP who believed in her work and provided the platform to pitch directly to the CMO. For women navigating large tech organizations, this highlights the critical importance of finding champions who can elevate your work to higher levels. When leadership guidance is lacking, Alyssa recommends returning to strategic foundations and expanding your internal network, practical advice for maintaining momentum during uncertain times.Looking to position yourself for promotion? Alyssa suggests a methodical approach: understand the specific requirements for the next level position and document how you're already fulfilling those responsibilities. This evidence-based approach creates a compelling case that's difficult for management to dispute.Join us for this illuminating conversation about career transitions, building global programs, and what it truly means to be bolder, embracing curiosity and following opportunities that spark your interest, even when they aren't obvious next steps.Support the show When you subscribe to the podcast, you are supporting our work's mission, allowing us to continue highlighting successful women in a variety of careers to inspire others helping pay our wonderful editor, Chris, and helping me in paying our hosting expenses.

Start your very own Credit Repair business - Learn how by joining our FREE 5-day challenge: http://startrepairingcredit.com/What if I told you that you could build a thriving credit repair business, even if you're brand new, not tech-savvy, or juggling multiple jobs? Well, that's exactly what Patrick Sotello, also known as The Credit Sniper, did, and today he's here to share all his insider tips. But this isn't your typical interview. This is a behind-the-scenes conversation from our private Facebook community, where our Head of Customer Success, Troy Hitt, sat down with Patrick to discuss how he got started, how he stays compliant, and how he's rapidly scaling his business with automation and affiliate partnerships.We've cut the conversation down to just the most powerful moments, so you can soak up all the valuable insights without any filler. If you want to see what it really looks like to scale a compliant credit repair business in today's world, you won't want to miss this!Key Takeaways:00:00 Intro 01:30 The Impact of Credit Repair Cloud 03:55 Navigating the TSR and Staying Compliant 07:43 Our Self-Service Sign Up 11:28 Building Trust and Client Relationships 16:39 Credit Hero Score and Affiliates 23:37 Removing Charge Offs and Late Payments 24:46 Hiring and Scaling a Team27:01 Final Piece of Advice 28:57 OutroAdditional Resources:Get a Merchant Account: http://www.creditrepaircloud.com/merchant Get Our TSR Compliance Checklist: https://www.creditrepaircloud.com/training-and-resources/tsr-compliance-checklistGet a free trial to Credit Repair CloudGet my free credit repair training  10 Steps to Build a Successful Credit Repair BusinessMake sure to subscribe so you stay up to date with our latest episodes.

In this bonus episode recorded live from the eduWeb Summit, Dustin chats with Destinee Mack from Workzone about how project management is evolving to meet the unique demands of higher ed. From managing competing priorities to streamlining collaboration between teams and agencies, Destinee shares how WorkZone is helping colleges and universities work smarter—not harder—without needing a full-time project manager on staff.Guest Name: Destinee Mack - VP of Customer Success at WorkzoneGuest Social: LinkedInGuest Bio: Destinee Mack is an experienced customer experience and success executive with an extensive track record of customer value attainment and expansion. A passionate leader, wife, mother, mentor and friend, she believes that a detailed understanding along the customer journey is the key to developing a strategy that allows both customers and businesses to achieve their desired outcomes. - - - -Connect With Our Host:Dustin Ramsdellhttps://www.linkedin.com/in/dustinramsdell/About The Enrollify Podcast Network:The Higher Ed Geek is a part of the Enrollify Podcast Network. If you like this podcast, chances are you'll like other Enrollify shows too!Enrollify is made possible by Element451 — The AI Workforce Platform for Higher Ed. Learn more at element451.com.

Think your LinkedIn is working for you? Think again. If you're still treating your profile like a digital resume, posting because you think you “should,” or stressing about building a “personal brand” (cringe)—you're leaving job opportunities on the table.In this episode, I break down the most common LinkedIn myths keeping talented Customer Success job seekers invisible in 2025. Forget everything you've heard about content creation or copy-pasting your resume. Instead, I'll reveal what hiring managers actually look for, why keywords matter more than ever, and the simple shifts that can turn your LinkedIn into an interview magnet. The outdated advice ends here. And these data-backed strategies will help you finally stand out (no vague headlines or influencer hacks required).Curious what your LinkedIn really needs to unlock new career milestones? Hit play and discover the LinkedIn strategies nobody else is talking about. Don't miss the profile tweaks that could be the game-changer between getting ghosted and getting hired.