Podcasts about Customer success

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!

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

In this episode of the Travel Coach Network podcast, Sahara Rose DeVore interviews Alon Zaibert - seasoned entrepreneur focusing on Emotional Relevance in the corporate world of selling.Alon Zaibert is a dynamic sales executive and seasoned entrepreneur who has been leveraging his energetic personality and deep understanding of interpersonal psychology throughout his career. Having started his first self-owned business while still in college, Alon has a proven track record of selling millions of dollars in software and services. He has also been instrumental in helping companies build Customer Success teams and develop effective sales methodologies. In his last corporate role as Vice President of Sales for Travel Leaders Group's corporate travel division (TLC), Alon made significant contributions to the organization's success. However, his true passion lies in mentoring, motivational speaking, and coaching, particularly around the concept of Emotional Relevance in the corporate world of selling. Alon's engaging and interactive speaking engagements have taken him around the world, where he has been praised for his practical, real-world applications and energetic presentation style.Find and follow Alon online:Alon's Blog: alonzaibert.com/blogLinkedIn: https://www.linkedin.com/in/alonzaibert/Instagram: https://www.instagram.com/alon_zaibert/Free Beginner's Guide to Travel Coaching:  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://thetravelcoachnetwork.mykajabi.com/main-email-series-and-workbook⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠We'd love to see you in our free Facebook Group:⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/groups/928430197344106⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Have questions about the Travel Coach Certification Program? ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Send Sahara a DM on Instagram over at @travelcoachnetwork.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠-------------------TRAVEL COACHING RESOURCESAre you ready to elevate your travel business? To achieve clarity, focus, and success instead of constant confusion?If so, then I'd love to invite you to join the Travel Coach Certification Program.Join the conversation in our Travel Coach Network Global Community. It's our free Facebook Group for aspiring and inspiring travel coaches.If you're brand new to the concept of travel coaching, be sure to grab the Beginner's Guide to Travel Coaching by clicking below.Website: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://thetravelcoachnetwork.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠TCN Global Community on Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/groups/travelcoachnetwork⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/thetravelcoachnetwork/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠The Travel Coach Certification Program: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://thetravelcoachnetwork.mykajabi.com/the-travel-coach-program⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Free Beginner's Guide to Travel Coaching:  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://thetravelcoachnetwork.mykajabi.com/main-email-series-and-workbook⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Ultimate Travel Business Planner Bundle: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.etsy.com/shop/TravelCoachNetwork?ref=seller-platform-mcnav⁠⁠⁠⁠⁠⁠

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

Katie Bochnowski is the Senior Vice President of Customer Success & Services at NowSecure. Katie shares her journey from studying cyber forensics at Purdue University to becoming an expert in mobile app security and forensics. She discusses the impactful work her team does in securing mobile apps, especially in the medtech industry. Katie also offers valuable advice on building relationships within organizations, the importance of security best practices, and staying curious as a professional.  Guest links: https://www.linkedin.com/in/katiestrzempka/ | https://www.nowsecure.com/ Charity supported: Save the Children Interested in being a guest on the show or have feedback to share? Email us at theleadingdifference@velentium.com.  PRODUCTION CREDITS Host & Editor: Lindsey Dinneen Producer: Velentium Medical   EPISODE TRANSCRIPT Episode 070 - Katie Bochnowski [00:00:00] Lindsey Dinneen: Hi, I'm Lindsey and I'm talking with MedTech industry leaders on how they change lives for a better world. [00:00:09] Diane Bouis: The inventions and technologies are fascinating and so are the people who work with them. [00:00:15] Frank Jaskulke: There was a period of time where I realized, fundamentally, my job was to go hang out with really smart people that are saving lives and then do work that would help them save more lives. [00:00:28] Diane Bouis: I got into the business to save lives and it is incredibly motivating to work with people who are in that same business, saving or improving lives. [00:00:38] Duane Mancini: What better industry than where I get to wake up every day and just save people's lives. [00:00:42] Lindsey Dinneen: These are extraordinary people doing extraordinary work, and this is The Leading Difference. Hello, and welcome back to another episode of The Leading Difference podcast. I'm your host, Lindsey, and today I am absolutely delighted to introduce you to my guest, Katie Bochnowski. Katie is Senior Vice President of Customer Success and Services at NowSecure co-author of the book, "iPhone and iOS Forensics," and a recognized expert in mobile forensics and app security testing. Katie holds a master's in Cyber Forensics and Bachelor's of Science and Computer Technology from Purdue University. In her current role, Katie oversees customer support, onboarding and success departments, as well as the mobile AppSec Professional Services Organization that is responsible for pen testing, training, and consulting. All right. Well, welcome. Thank you so much for being here. I'm so delighted to speak with you today. [00:01:37] Katie Bochnowski: Awesome. I'm really happy to be here. [00:01:39] Lindsey Dinneen: Excellent. Well, I would love, if you wouldn't mind just starting off by telling us a little bit about yourself, your background, and what led you to medtech. [00:01:48] Katie Bochnowski: Awesome. Sure. So, I'm Katie Bochnowski. I work for a company called NowSecure. My background, dating back many years to school is in computer technology and more specifically cyber forensics. Where I am now is mobile app security. How I got into that industry is, is really from that forensic background. Our company used to do data recovery and forensic investigations on mobile devices, and we kind of quickly realized that mobile apps are storing a lot of data. So we shifted into proactively working with organizations to secure those apps that reside on devices. And in terms of medtech, obviously you can probably make that connection, but we began working closely with first, companies that really care about the data that's being stored, and transmitted on those apps, which absolutely includes medtech industry. [00:02:43] Lindsey Dinneen: Awesome. Okay, so going back a little bit. So when you were first deciding on college paths and career paths and all those lovely things, what drew you to where you ended up? [00:02:55] Katie Bochnowski: You know, I don't have a great, like "aha" moment for this question. It was just one of those things. I grew up, I had a computer in my house. I did Typing Tutor when I was really young on MS Dos, and I just always en enjoyed that. I had a friend in high school and we both got interested in making our own website with HTML. So, it was just enjoying being around computers and also tinkering to figure out what was wrong with something from a technology perspective. Purdue is where I attended. Purdue had a more generic computer technology degree that I didn't have to know exactly what I wanted to do. You could try different paths, so that's kind of what got me into it. It's not like I knew I wanted to do that my whole life, but I never really went back or questioned it. I always just kind of enjoyed it along the way. [00:03:45] Lindsey Dinneen: Yeah. Excellent. Okay, so the phrase cyber forensics is just exciting. So, can you dive a little bit more into exactly what that means and entails and what it looks like? [00:03:57] Katie Bochnowski: Yeah, absolutely. So, it is exciting- -so much so, in fact, that my senior year of college, the very first time they offered this class, it was called Cyber Forensics, it was an elective and it sounded amazing. And, it was amazing. It was really cool. We went through from start to finish, how you collect evidence from a computer and technology perspective, how you keep it pristine, how you collect the data off of it. We even got to work with local law enforcement as part of an internship to do all that, so I was very lucky in that my very last semester of my four years, they offered this and I just really, really liked it. It always was there in the back of my mind. So yeah, cyber forensics is really the collective of all things digital, which is everything, now. I don't do, necessarily, that work anymore, but I can't even imagine all of the data collection off of Alexas and, and all of those devices. But yeah, that's, that's kind of how I got into that. [00:04:56] Lindsey Dinneen: Wow, that's really cool. Yeah. So, okay, so talking about this data collection and all of these things, I'm curious, what are maybe one or two things that just really surprised you when you started getting into the industry and doing the work? [00:05:11] Katie Bochnowski: I know people always said this, and it shouldn't have been a surprise, but when I first started working for NowSecure-- which was actually called Via Forensics back in the day when I first started-- we worked on a lot of individual cases, so people saying, " Can you recover my deleted text messages, and pictures..." and things like that, and the amount of data that really does reside on those devices still after you delete them, going back months, years. So, I don't know if that's still the case now. I don't know if they do a better job of that, but that was surprising to us. What was also surprising was how much apps are storing and transmitting data on those devices when you don't think about it. So a lot of these cases that we would work on, they would focus so much on voicemails, emails, photos, and text messages, but nobody ever said, "Hey, can you go check the Facebook app or the Messenger app you're using?" That was something we realized pretty quickly, and were shocked to see-- this was 15 years ago-- how many apps were storing incredibly sensitive information on those devices. [00:06:20] Lindsey Dinneen: Yeah. And so now that there's more awareness of this and people are maybe, hopefully taking a little bit more ownership of even their own awareness and education with all of it, what do you see are the changes and shifts towards better protection? [00:06:38] Katie Bochnowski: Yeah. Great question. So there's a couple things: One, people are more aware, so they are leveraging the best practices really for these things. So there's places you should and shouldn't store data on devices, and you should use encryption for sensitive information and encryption that can't easily be broken into. The platforms themselves, too--Android, iOS-- have also made improvements in protecting those sandboxes. But, it's not everything, so you absolutely still have to be mindful of that. A lot of organizations like medtech companies and financial organizations do add a lot of those extra protections. But a lot of people don't, still. They're not either, don't think about it as much or aren't aware of it. And then the other thing that we see is everyone could have, you know, a hundred percent perfect intentions in storing and protecting that data, but you make a mistake, or you accidentally leave a debug flag on or something like that, where this information still can be accessed even though developers and security organizations are following the best practices there. [00:07:51] Lindsey Dinneen: Hmm. Yeah. So as you look toward the future of device security in general and cybersecurity, what are you looking forward to in terms of improvements, and hope for the future? Because I know there's a lot of things to worry about, just in life. But, what are some of the things that you're hopeful about? [00:08:11] Katie Bochnowski: Yeah. I'm hopeful for the--I'm going to call it the camaraderie--we're seeing between security and development groups. Not that there was argument or debate between them before-- there probably was a little bit-- but we are seeing a lot more organizations have what they refer to as a Security Champions Program, which brings those groups together. Security used to be seen, and probably in a lot of cases still, is seen as that blocker. Developers are being rushed and pushed to release features quickly. They have deadlines, timelines, and then if security finds an issue, it has to go back to the drawing board to remediate. But, with these programs, we're seeing either a development group that has a security champion there, or just teams kind of melding together a little bit more to build that testing earlier on. That's a trend we're seeing increase more and more. And, I believe that's going to only continue because it's just the right thing to do for everyone all around. [00:09:12] Lindsey Dinneen: Yeah, and that collaboration piece is so critical to eventual success, or hopefully even shorter-term success, like said, so that there's not as many iterations. It's like, "No, let's just integrate and do this from the start well together." Yeah. [00:09:27] Katie Bochnowski: Yep. [00:09:27] Lindsey Dinneen: Cool. Okay, so, you started with NowSecure, and then eventually you got your first medtech client. Could you talk about that experience? [00:09:36] Katie Bochnowski: Yeah, absolutely. Actually, before I even started with NowSecure, I worked for a Fortune 100 company in their security department doing firewall rule management. And, it was all good and everything, but I remember thinking throughout my career, I'm the type of person that likes to do things meaningful, making an impact on people. So, for many years, I was like, "Okay, what am I doing? I'm just executing firewall rules, I'm recovering data..." That's why the forensic work was so appealing to me because you were actually helping assist with investigations that mattered. Then, getting into the mobile app security industry was certainly important, but it took it to a whole new level for me when we got our first medtech client. I remember going on site and seeing some of the things that the apps can do in conjunction with medical devices, implants, et cetera, and thinking, "If you get this wrong, this can impact a human life." That helped bring all of this to a whole new level, and it's something I talk about internally within our organization as well to help people understand how meaningful it is --what we do, what the medtech industry does, and how important it is to get security right. It's just helped me with a new perspective. I love working with our medtech industry clients. It's contagious to be around them and see how much they care about what they do, and, how important it is to their lives --makes an impact on the way I work as well, then. [00:11:06] Lindsey Dinneen: Yeah, I love that. I think that's so true. I get so inspired by even just talking with these incredible founders, their devices and their heart behind why they're doing what they're doing. It's not an easy road so choosing to do so, and then hearing that passion is what drives them sometimes in those crazy late nights, early mornings, hassle in between, you know? So you started getting medtech clients, and now you've developed a niche offering for that group. I'm wondering, what are some of the common themes that you see companies maybe aren't aware to consider when they're starting their development of their devices and apps? And, perhaps just some general advice: What should people be on the lookout for? [00:11:50] Katie Bochnowski: Yeah, so I guess you-- I shouldn't say unique, but specific to organizations like medtech industry or, financial or healthcare and the apps they build-- is that highly sensitive information. And so I guess my advice and the thing I would point out that I see in those types of applications is not only, of course, best security practices and understanding what's unique in mobile is super important because web apps have been developed for many, many years. Mobile apps now have been many years, but people don't necessarily know that it is unique in the way that they are developed and the different attack surface, right? You have the local device attack surface. You have the attack surface of other apps that could be malicious that are installed on that device. So, understanding what those mobile unique security best practices are is my number one piece of advice for developers. Number two would then be multiple layers of security protection. So, developing a secure app is one part of it, and a very important part of it. What we see is a lot of organizations sometimes are dependent on either the protections of the device OS itself--the Android OS protections or iOS protections. And, there are tools out there that offer protections like tamper detection: If you detect the app is being tampered with, don't launch it. If you detect the app is installed on an exploited, rooted, jailbroken device, don't launch it. Or, don't allow login. Those are important, but those can be bypassed and so I say multiple layers of protection. I'm not against those protections. I think they're very important. I think you should do them, but you should also assume in some cases they can be bypassed, and you need to have that foundational security in the way you develop your applications. [00:13:48] Lindsey Dinneen: Yeah. So, you've had a really interesting career so far, and I'm sure you've seen a lot of things over the years. What are some moments that really stand out to you, especially with your medtech clients, as, as hitting home that, "Wow, I am in the right place at the right time, making an impact." [00:14:09] Katie Bochnowski: I think it's hard because it's not like there's one single moment. Because what you want to avoid in this industry is a breach, is something like this "oh my gosh," this big negative moment. And so honestly, it's seeing the organizations we work with, not having that happen. When you do see a breach that might be mobile-specific, I immediately jump in and see, "Okay, what happened? How did they exploit this? What was the actual vulnerability that led to this?" We check for that, and we help our customers test for that and knowing, "Okay, whew. They're covered." And we see that kind of stuff all the time. So I don't have, necessarily, a big moment, but I do have those moments along the way where it's like, you see something in the news, and you are not surprised by the way that was exploited. It's something that is foundational to mobile app security, and you know your customers are protected. [00:15:09] Lindsey Dinneen: Yeah. Well, that's a really good reminder in general because sometimes you get those big, crazy, sort of in-your-face moments that are going, "Yes, okay, I know why I'm here." But then, those don't happen all that much, usually. So having those little encouragements along the way of, "No, you're on the right path, you're doing the right things is incredibly... [00:15:30] Katie Bochnowski: It's funny; it actually reminds me of sometimes we'll work with customers and they'll use our products or services--and, they'll be upset because we haven't found anything in a certain amount of time. Seriously. And they're like, "You must not be testing enough" or " You haven't found anything high risk in six months." Sometimes, we have to remind them that's good. "Green is good," is what we always say. "Green is good." And, of course you want to check and make sure you're doing everything, in depth as possible. But, if you do a full two-week pen test and nothing big is found, that's good. You're doing a great job. So, take the win. Green is good. [00:16:07] Lindsey Dinneen: Green is good. I love it. Words to live by. You have had a really interesting trajectory even through NowSecure, but throughout your career and you've stepped into different kinds of leadership roles. I'm wondering how has that evolution been for you as a leader? What are some of your key takeaways that you've discovered work really well, and maybe some lessons learned? [00:16:29] Katie Bochnowski: Yeah, so I was not the person coming out of college that said, "I want to get my MBA, I want to be a CEO, I want to be, you know, high up in an organization." I just knew I liked computer technology, I liked tinkering--that kind of stuff. So I wanted to do things that were interesting. Via forensics, and now, NowSecure really was amazing for me because I got to do all of that. I got to grow with the company. I was really the first employee with the co-founder here, and as the company grew, I naturally started developing the managerial and the leadership roles as we hired more people and got more clients. So for me, I learned on the job, along the way, and when I think about it, I see people that are very ambitious to be a manager and, that's okay too. The best leaders that I've seen have been leaders that have naturally and organically developed a mutual respect, trust, and collaboration with their teams, seeing them as partners and peers and not someone to delegate things to in an authoritative way. And that's not just necessarily from a managerial perspective, because I see individual contributors, on my team for example, that exhibit amazing leadership skills, developing those relationships with other departments. And when you do that, you get-- I don't mean this in the way it's gonna sound, but you get people to do things for you because they want to, because they want to support you. And so that's what I always like to focus on is, just building those relationships, having empathy for other people. And, of course there's delegation that comes with that, but when you do that, then they want to do that for you or for the organization because you've, you've built that foundation. [00:18:20] Lindsey Dinneen: Yes. That's great advice. I really appreciate that. There were several things in there that, stood out to me. One of them was your comment about even individual contributors can be leaders, so even if you are not technically in a managerial role, or you don't have anyone working underneath you at the moment, doesn't mean you can't develop those skill sets and lead yourself and lead your own direction. So I think that's a really important note. And, something to give a little bit of perhaps inspiration, too. So if you want to be in that leadership role at some point, but you're not there yet, doesn't mean you can't build the skills along the way. [00:18:54] Katie Bochnowski: Yeah, absolutely. And I think about, I, I have heard people in the past say, "Oh, I can't go ask them to do something. I don't have the authority to do that." I hear that a lot. " I'm not their manager. I can't tell them to do that." And then there's people that don't even think that way, and just build that relationship and get others to collaborate and work with them. Those are the natural leaders that managers are going to see and want to promote to be the next manager. Right? So, if I'm gonna give another piece of advice, it would say, never say, "I don't have the authority, or I don't have the power to do that." Or "It's above my pay grade" is something that I'm like, "Oh, don't say that," because nothing is. You just need to learn to work with others to figure out how to do that. [00:19:41] Lindsey Dinneen: Yeah, and I think you're absolutely right about relationship building and collaboration being such a key to success in general. I mean, I think about all of the opportunities that are created and these sort of magical, what feel like magical, synergistic moments that happen, but they're not magical. They're because of intentionally cultivating these relationships. So yeah, I love that. And then helping people come up alongside you. So that's actually a concept I'd love to hear about your experience, either as a mentor or mentee, or anything like that that you've experienced that has really been inspirational to you. [00:20:18] Katie Bochnowski: Yeah. Well, I guess I have maybe two examples. I had someone that was working on my team many years ago and, again, we worked very closely as, I saw him as a partner and he got to a place basically at the organization where I would always tell him, "We could switch jobs, and you could do this and I could report to you and it doesn't matter," because I saw him grow that quickly. And he is now in another position that's probably double my pay and I don't know. But that's... you want to see that. And, some people might be threatened by that, but you shouldn't be, if you are doing the right thing because you want to see people grow into those roles. I don't know if this directly answers your question, but there is a leader who's a CEO of another organization who I have always looked up to, and I just see this is exactly how she leads. You know, everybody respects her. Everybody wants to support her and her mission at her company. Even when you're not working at her company like me, you just see the way she leads and the way she has built relationships throughout all of the employees in her organization. It's just something that I aspire to. [00:21:27] Lindsey Dinneen: Yeah, absolutely. And sometimes it's really helpful 'cause you'll get your share of... well I think most people at least have had the experience of getting their share of people in leadership roles that they would maybe not wish to emulate. So getting to be inspired by the people who are doing it correctly is is lovely. Yeah. Yeah. I love that. What is your number one, if you could boil it down, piece of advice for ordinary folks who are looking to up their own security game and just be more aware. [00:22:04] Katie Bochnowski: Be curious; don't wait for someone to show you or teach you how to do something. Part of what I oversee is managing a group of mobile app pen testers, and the best pen testers that I've seen are not the ones that have tons of experience or skill. It's actually, we've had two interns come straight out of school, come in and just dive into things without being asked, and just go figure it out and learn. And so be curious. Go try online exams and labs, even if you have no clue what you're doing, just try it, research and figure it out, and be curious. And I guess that's my biggest thing. [00:22:45] Lindsey Dinneen: I love it. Yeah. Curiosity gets you far in life. Yeah. I love that. Okay, so pivoting the conversation a little bit, just for fun. Imagine that you were to be offered a million dollars to teach a masterclass on anything you want. It doesn't have to be in your industry, but it could be. What would you choose to teach? [00:23:07] Katie Bochnowski: Okay, this might take a nerdy turn. [00:23:11] Lindsey Dinneen: Excellent. [00:23:12] Katie Bochnowski: And I would need a lot of education or somebody else who's an expert in this to actually teach the class. But, I've personally gotten really interested the last couple years into brain health, neuroplasticity, managing stress, and the importance of it. And, this is from a personal situation that I went through and not really understanding how just everyday, little stressors--I never saw myself as a highly stressed person. I was actually quite the opposite--but, when you internalize a lot of, just like I said, everyday stressors, doesn't have to be anything big-- arguing with my daughter every morning to get dressed before school has an impact on your body and your brain health. And it started having physical symptoms in me that got scary, right? I don't need to dive into that, but from that, it helped me in meeting with a bunch of health experts and learning that what an impact your brain health really has on you. So if I could go back and teach some of the exercises that I was given--super simple things like these little games on your app that just help work different areas of your brain that you don't normally work. When you get into a routine at work, and every morning you wake up, send your kid to school, sit down at your desk, do the same meetings, emails, you have the same routine every day--you don't have, just a change in your routine, or try new hobbies, things like that, then your brain doesn't grow and, and that affects your health, and your mood, and all of that. I've just learned so much about that, and I remember getting to a point where I was like, "Why isn't this a class, a required class, in high school, college, and beyond. It should be part of onboarding at every job. So I guess that's my answer. I don't think I'm quite qualified to teach it, but I'd love to attend it. [00:25:14] Lindsey Dinneen: There you go. You can facilitate it. How about that? [00:25:16] Katie Bochnowski: Yeah. [00:25:17] Lindsey Dinneen: Excellent. Excellent. Yeah, and how do you wish to be remembered after you leave this world? [00:25:24] Katie Bochnowski: Oh, this is the hard one for me. I think it's probably a cliche answer, but just, you know, caring for others, doing things for others, being kind-- just being a good person... [00:25:38] Lindsey Dinneen: Yeah. [00:25:38] Katie Bochnowski: ...is really all I want. [00:25:40] Lindsey Dinneen: Yeah. Very nice. And then final question. What is one thing that makes you smile every time you see or think about it? [00:25:50] Katie Bochnowski: Oh, this is also gonna be probably a common answer--my daughter, my daughter, who is six, going on 16, very much a teenager, but I remember a friend of mine telling me 'cause I remember asking her, when your child grows up, isn't it so sad that, oh, they're no longer a baby, they're no longer one, like to see them grow up. And she said, "Well, maybe a little bit. Each stage is something so new that you're so proud of, of what they've developed and grown that you don't even really think about that." Oh, and it's so true. It's just seeing her read and seeing her-- she's going to be a future leader. I guarantee it. [00:26:27] Lindsey Dinneen: Yay! [00:26:28] Katie Bochnowski: Just the way I've seen her, and so just seeing that, that pride overcomes any kind of, oh, I miss that one. But, of course, I still miss her when she was a baby. But, yeah, so that makes me smile. That and yoga! [00:26:42] Lindsey Dinneen: Yes. Yoga is so wonderful. I mean. Yeah. And speaking of ways to help de-stress, calm down a bit. Yeah. [00:26:51] Katie Bochnowski: It has helped me dramatically, for sure. So... [00:26:53] Lindsey Dinneen: Excellent. Excellent. Well, it has been a true pleasure and honor to have you here today, Katie. So thank you so much for spending a little bit of time, and we are so honored to be making a donation on your behalf as a thank you for your time today to Save the Children, which works to end the cycle of poverty by ensuring communities have the resources to provide children with a healthy, educational, and safe environment. So thank you so much for choosing that charity to support, and also thank you for continuing to work to change lives for a better world. We're grateful, and I wish you the most amazing continued success. [00:27:33] Katie Bochnowski: Thank you for having me. This was awesome. I appreciate it. [00:27:37] Lindsey Dinneen: Awesome. And yeah. Thank you also to our listeners for tuning in, and if you're feeling as inspired as I am right now, I'd love it if you shared an episode with a colleague or two, and we'll catch you next time. [00:27:52] Dan Purvis: The Leading Difference is brought to you by Velentium Medical. Velentium Medical is a full service CDMO, serving medtech clients worldwide to securely design, manufacture, and test class two and class three medical devices. Velentium Medical's four units include research and development-- pairing electronic and mechanical design, embedded firmware, mobile app development, and cloud systems with the human factor studies and systems engineering necessary to streamline medical device regulatory approval; contract manufacturing-- building medical products at the prototype, clinical, and commercial levels in the US, as well as in low cost regions in 1345 certified and FDA registered Class VII clean rooms; cybersecurity-- generating the 12 cybersecurity design artifacts required for FDA submission; and automated test systems, assuring that every device produced is exactly the same as the device that was approved. Visit VelentiumMedical.com to explore how we can work together to change lives for a better world.

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

Download The Value Storytelling Handbook: https://www.thecustomersuccesspro.com/offers/bwVCZUYL/checkoutDownload The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success professionals in driving revenue without resorting to traditional sales tactics. She emphasizes the importance of recognizing opportunities, creating value, and leading with impact. Anika outlines common mistakes made by CS professionals, reframes the concept of revenue generation, and provides a three-part framework for effectively engaging with customers to uncover growth opportunities. The episode concludes with a challenge for listeners to practice proactive revenue thinking in their customer interactions.Chapters:00:00 Introduction to Commercial Customer Success02:43 The Shift in Customer Success Expectations05:34 Common Mistakes 08:43 Reframing Revenue Conversations11:22 The Importance of Discovery14:32 Connecting Value to Business Outcomes17:18 Identifying Expansion Opportunities20:23 Weekly Challenge 23:05 ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast 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

In this first of two episodes, I sit down with Tom Hopkinson, Head of Coffee and Customer Success at ROEST, and dive deep in to coffee roasting. Tom found his way into coffee by opening a café with no experience at all. The café lasted less than a year, but his fascination for coffee only grew. He went on to work at Prufrock, where he learned the fundamentals of coffee, before moving to Dublin to focus on roasting. Later, he continued his journey in Berlin, working with The Barn and Five Elephant, and writing courses and educational content for Barista Hustle. Two years ago, Tom decided to settle down and moved to Norway to join ROEST. My collaboration with ROEST began about 12 years ago, when one of the founders, Sverre, presented his master thesis to me and Morten Wennersgaard (of Nordic Approach.) Sverre's goal was to develop a 1 kg home roaster, but both Morten and I did not see a commercial need for a roaster like that. At the time, we were both frustrated with the limitations of the traditional sample roasters in the market and wanted to contribute to the development of something better. We therefore recommended Sverre to develop a modern sample roaster. Some years later the p100 sample roaster was launched in the market and it has been a huge success ever since. In this episode, Tom and I talk about how the ROEST sample roasters have evolved from those early prototypes to what they are today. We discuss the technological improvements, the shift from manual to more automated processes, and how these innovations have made consistency in roasting more achievable than ever before. Tom also shares his perspective on what sets ROEST apart from other sample roasters and how the company has helped influence the wider roasting industry. Tune in if you are interested in roasting, roaster technology, and the thinking behind one of the most influential sample roasters in today's coffee world. This is Part 1 of 2, and Part 2 is coming soon. Learn more about ROEST on their website here: https://www.roestcoffee.com/ Music by my uncle Jens Wendelboe.

In this episode of The Dairy Podcast Show, Jennifer Weber from Afimilk discusses how data-driven technology is transforming dairy management. She explains how feed efficiency algorithms and cow-level data are transforming breeding, replacement strategies, and sustainability strategies on farms. Discover how digital tools are redefining productivity and profitability in the dairy industry. Listen now on all major platforms!"We can confidently say now in the general market, we were able to get a 94% accuracy on individualized dry matter intake."Meet the guest: Jennifer Weber is the Director of Customer Success and Midwest Commercial Manager for Afimilk USA. She leads operations and customer success initiatives across North America. With a dual background in Dairy Science and Biochemistry from the University of Wisconsin–Platteville, Jennifer brings years of experience in integrating technology into dairy operations. Liked this one? Don't stop now — Here's what we think you'll love!What you'll learn:(00:00) Highlight(01:41) Introduction(05:13) Feed efficiency innovation(07:31) Data and sensors(09:12) On-farm applications(11:41) Long-term strategy(18:06) Future technologies(01:41) Final three questionsThe Dairy Podcast Show is trusted and supported by innovative companies like:* Afimilk* Evonik* Priority IAC* Lallemand* Adisseo- Berg + Schmidt- SmaXtec- dsm-firmenich- ICC- Protekta- AHV- Natural Biologics

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

Neste episódio do Vamos de Vendas, mergulhamos em um dos temas mais estratégicos da atualidade: por que reter clientes é o novo CAC — e como empresas de alto crescimento estão redesenhando seus processos para escalar receita com eficiência, previsibilidade e foco no sucesso do cliente. Recebemos Donna Weber, referência global em Customer Success e autora de Onboarding Matters, e Vijay Sundaram, Chief Strategy Officer da Zoho Corporation, para uma conversa profunda sobre como tecnologia, processos e cultura transformam a forma como organizações crescem.A discussão explora a mudança de mentalidade que está redefinindo vendas e pós-vendas: sair da obsessão por aquisição e adotar a retenção como principal motor de lucratividade. Donna revela por que o onboarding estruturado é o ponto crítico para reduzir churn e acelerar o tempo até o primeiro valor, enquanto Vijay compartilha a visão estratégica da Zoho sobre crescimento sustentável, eficiência e como dados bem orquestrados tornam a receita recorrente muito mais previsível.Falamos também sobre os erros mais comuns na tentativa de “automatizar” retenção, os limites entre boa tecnologia e má execução, e por que empresas que realmente retêm clientes tratam retenção como uma responsabilidade compartilhada entre vendas, marketing, produto e suporte — e não como um departamento isolado.O episódio traz, ainda, insights práticos sobre métricas, antecipação de riscos, oportunidades de expansão dentro da base atual e tendências emergentes em tecnologia para RH e Customer Success. Você vai entender como líderes comerciais podem usar dados, rituais e processos inteligentes para construir relacionamentos de longo prazo e potencializar lifetime value com muito mais assertividade.Uma conversa indispensável para quem quer evoluir seu modelo de vendas, reduzir custos, aumentar receita e construir operações realmente sustentáveis.

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

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproThe Objection Handling Guidebook for CS: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Courtney Balban, VP of Customer Success at Leadr, a manager enablement platform. They unpack how Courtney went from therapist to CS leader, why curiosity is a true superpower in customer conversations, and how her team runs a full cycle CS model without relying on rigid playbooks. Courtney shares how she teaches CSMs to sit in discomfort, separate noise from impact, and use deeper discovery to uncover real business problems instead of reacting to surface requests. They also dig into psychological safety, call coaching, leading managers through the teddy bear plus bulldozer balance, and the shift from retention first thinking to treating CS as a growth engine that speaks in outcomes and revenue language.Chapters:00:00 Introduction06:55 Inside Leadr, full cycle CSMs and structuring the post-sale team14:16 Cutting through the noise, activity versus impact and root cause thinking23:10 Redefining customer value and building a team without rigid playbooks30:32 Curiosity as a superpower36:54 Why CSMs stop one question too early and how to go deeper without feeling salesy42:19 Psychological safety, call coaching and how the team transformed47:31 Leading leaders, big lessons learnedConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Courtney Balban:Linkedin: https://www.linkedin.com/in/courtneybalban/Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast 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

Hey CX Nation,In this week's episode of The CXChronicles Podcast #273, we welcomed Varun Sharma, Co-Founder & CEO of Enterpret based in New York, NY. Enterpret provides custom AI to transform how you understand customers – from feedback chaos into clear, confident action. Harness superintelligence that feels like intuition, so your product and CX leaders never miss a signal.The Enterpret platform supercharges teams via advanced LLMs to help brands like Notion, The Farmer's Dog, and Perplexity build better products and experiences.In this episode, Varun and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #273 Highlight Reel:**1. On a mission to connect product leaders with their customers2. Pioneering customer intelligence with AI 3. Understand your customers wants & needs 4. Creating actionable reporting to lift your CX & EX 5. VOC support to help grow your business Click here to learn more about Varun SharmaClick here to learn more about EnterpretHuge thanks to Varun for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please 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) & 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? Check out the 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 an AI-powered foundation for the future. Thanks to all of you 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!!

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 the fastest way to rebuild your career confidence isn't another resume update or headline hack, but a game you play at the holiday dinner table? In this quick, punchy episode, I share the deceptively simple activity I first tried with my own family and how it genuinely changed how I see myself and my career.Instead of diving into another round of job searching advice, I break down the power of this crowdsourced strengths game and why hearing the real, non-sarcastic things your loved ones admire about you hits differently (especially when you're feeling stuck or rejected). I'll show you exactly how to play so it's not awkward and how to use what you hear to interrupt those negative self-talk spirals.If you're feeling discouraged, wrestling with imposter syndrome, or just want to remind yourself what you actually bring to the table (career-wise, not just the mashed potatoes), this episode is your permission slip to get radically honest feedback from the people who know you best. Try this game, and you'll realize you're more resilient and capable than your circumstances would have you believe. So go ahead, hit play and let's dive in.1:49 – How to Use Crowdsourced Feedback From Loved Ones to Interrupt Negative Self-Talk02:03 – The Real Reason Career Setbacks Feel Personal and How to Break Free from That Spiral 03:06 – How to Make Sharing Strengths Fun (Even with Sarcastic Families!)05:10 – The Surprising Power of Hearing What Others Admire About You (Especially When You Can't See It Yourself) and Why Your Current Circumstances Aren't Your Identity07:06 – How to Store and Use Positivity for Your Next Spiral

Most teams obsess over new business and ignore the people already paying them. That blind spot is killing retention, bloating acquisition costs, and making growth harder than it needs to be.In this episode, Toni sits down with Mallory Lee, a three time VP of Revenue Operations, to unpack why Customer Success is still treated like an afterthought and why that mindset breaks companies over time.(00:00) - Introduction (02:35) - CS Teams are the Forgotten Child (08:18) - The Customer Journey and Handoffs (11:46) - Maintaining Customer Context (22:02) - Product Usage Data and Signals (26:30) - Building Trust Through Customer References (32:17) - Identifying and Leveraging Power Users (35:03) - Gamification and User Engagement (38:14) - Systematizing Customer Loyalty (42:38) - Financial Implications of Customer Retention (44:24) - The Vicious Cycle of Churn (51:31) - Final Thoughts

AI isn't here to replace you—unless you let it. What if you could flip the script and use AI to become the most valuable Customer Success Manager in the room, no matter what your company throws at you (or doesn't)?In this episode, I reveal the two high-impact ways CSMs are actually leveraging AI to stand out—one that repositions you as a trusted consultant to your customers and another that instantly fills the coaching and feedback void you've been frustrated about for years. Forget about asking ChatGPT to write your follow-up emails. This goes way deeper, and I'll walk you through the strategies no one's sharing.I'll show you exactly how to use AI to create thought leadership content that your customers crave (and remember you for), plus the step-by-step system I use with my private one-to-one clients to self-coach, level up core skills, and get actionable feedback faster than any manager ever could. You'll learn how to build a bulletproof feedback loop and shift from vendor to trusted expert without needing anyone's permission.If you want to move from being replaceable to irreplaceable and get immediate, data-backed ways to make your customers care, get noticed by leadership, and truly accelerate your growth before the New Year, hit play and let's dive in.1:01 – Why Using AI to Summarize Emails Won't Set You Apart 1:16 – How to Use AI to Become a Valued Expert, Not Just a Vendor2:24 – The Fastest Way to Generate Thought Leadership Content That Customers Care About4:04 – How to Add “Real Value” with Non-Product-Centric Insights9:53 – Step-By-Step Guide: Coaching Yourself with AI When No One Else Does14:13 – How to Build a Feedback Loop So You Level Up Faster Than Your Peers

Text us your questions and thoughts!What if the smartest move in your forties is starting over as an intern? In this episode, we sit down with Adi Aloni, Customer Success Leader, to unpack a rare kind of career resilience: going from an established career, to taking a leap into an MBA, to a humble reentry through a marketing internship, and then a decisive pivot into customer success leadership. It's a story about trading ego for opportunity and discovering how a nonlinear path can be a competitive edge.For the first time ever, Adi shares her career journey and walks us through the phases of building customer success from the ground up: early days with a handful of customers, finding product‑market fit, scaling teams and specialisation, and finally shifting to sustainable growth with sharper retention and efficiency. We discuss:Why active listening outperforms any script How to price time and expertise so “free” help doesn't become invisibleWhat it takes to maintain momentum when you choose to stay at one company for a decade AI's emerging role in customer successShe also shares why she believes that the grass isn't greener; it's better watered—especially when you have the right people, a product you believe in, and permission to shape your own role.This conversation will leave you inspired so tune in and enjoy.

Send us a textSummary: In this episode of the PIO Podcast, Robert interviews Brandon Karr, Director of Customer Success at DroneSense by Versatwem, discussing the transformative role of drones in public safety. Brandon shares insights from his experience in law enforcement and the evolution of drone programs, emphasizing the importance of transparency, community engagement, and the integration of AI technology. The conversation covers real-world applications of drones in crisis situations, the balance between costs and benefits, and the future of drone technology in enhancing public safety operations.Drone Sense by Versaterm - VersatermSupport the showOur premiere sponsor, Social News Desk, has an exclusive offer for PIO Podcast listeners. Head over to socialnewsdesk.com/pio to get three months free when a qualifying agency signs up.

Scaling SaaS in 2026: AI, Talent, and the Future of People Operations is becoming a core focus for growing B2B companies as AI reshapes how teams work, how customers buy, and how leaders build the next generation of SaaS organizations. In this episode of the Grow Your B2B SaaS podcast, recorded live at SaaS Summit Benelux in Amsterdam, host Joran speaks with Hotske Wesselius about how AI will reshape scaling in 2026. With a background in marketing and a career shift into people and talent acquisition, Hotske supports SaaS companies in hiring and retaining top talent. Their discussion explores how AI is changing the buyer journey, customer success, people management, culture, team structures, search behavior, partnerships, go to market strategies, efficiency, and the overall pace of competition. The theme is consistent. AI will not remove the need for people, but it will transform how teams work, what skills matter, and how leaders manage and support their organizations. The episode also offers advice for founders at various revenue stages and the mindset shifts needed to thrive in a fast changing environment.Key Timecodes(0:00) – AI Breakthrough Intro: B2B SaaS in 2026, Scaling, Buyer Journey, Customer Success, People Leadership(0:47) – Talent Secrets: Hotske Wesselius on Marketing, Recruiting, Hiring Top SaaS Talent(1:12) – Scaling Revolution: What Will Separate Winning B2B SaaS in 2026 (AI-Driven Orgs)(1:26) – Skill Upgrade: New Capabilities for the AI Era — Agents, Enablement, Leadership(2:13) – Buyer Shift: AI Search, Findability, and Customer Support Automation(3:11) – Data Reality Check: People Analytics Built on Engagement + Results(3:33) – Automation Wave: Headcount vs AI, Cognitive Tasks, Reporting, AI “Brain” Roles(4:31) – Human-in-the-Loop: Training, Building, and Governing AI Inside SaaS Companies(4:52) – Culture Reset: Designing Strong Company Culture in the Age of AI(5:29) – AI-First Shift: Changing Mindset at Scale (Miro Example)(5:56) – Leadership Hack: Using ChatGPT for Feedback, Tone, and Empathetic Communication(7:03) – Hyper-Personalization: Tailoring Communication via Personality Types (DISC)(7:44) – Empathy Engine: How AI Improves Manager Communication & Employee Experience(8:15) – Pro Tip: Use AI as Your Personal Empathy Coach(8:29) – Sponsor Spotlight: Reditus — B2B SaaS Affiliate & Referral Growth(9:25) – Efficiency Mode: Growing Fast in 2026 with AI Automation

On this episode, we explore what it takes to shift from vendor to strategic partner — and why good metrics alone don't guarantee renewals.The difference between vendors who survive consolidation and those who don't isn't performance — it's relationships. Drawing from real customer success transformations, our expert guests reveal the frameworks that get customer success leaders in the room where decisions are made, the warning signs that predict churn despite healthy metrics and the tactics for building executive relationships that position you as a strategic partner.Listen for the compelling perspectives of Kelly McGuire, vice president of customer success at Everstage, and Tom Pelisson, director of global customer strategy and success at TELUS Digital.

La croissance la plus sûre ne vient pas des nouveaux clients.Dans un contexte où chaque point de croissance est difficile à gagner, savoir garder et faire grandir ses clients existants devient essentiel. Pourtant, on trouve très peu de contenu sur le sujet dans la littérature commerciale. 90 % des contenus parlent de new business alors que c'est plus cher et plus long que de renouveler et développer ses clients existantsJ'ai invité Corentine Le Gleuher, qui a passé 6 ans à piloter des comptes stratégiques chez AB Tasty avant de basculer récemment vers un poste new business.Elle partage sa méthode pour fidéliser les comptes stratégiques, anticiper les risques de churn et transformer la satisfaction client en expansion.Ce que vous allez apprendre :Comment faire collaborer CSM, tech et équipes internes pour satisfaire les clients ?La différence entre Key Account Management et Customer Success (et comment éviter les frictions)Les signaux faibles qui alertent sur un risque de non-renouvellement (même quand le client est satisfait)Pourquoi il faut anticiper le process de renouvellement avant la date anniversaire d'un contrat ?Comment détecter les "zones blanches" dans un groupe pour faire de l'expansion ?Le rôle stratégique des partenariats pour verrouiller et élargir un compte stratégique (retour d'expérience)Comment l'expérience Key account executive aide à performer en new business ?Un épisode pour les équipes commerciales qui veulent optimiser leur approche de la rétention et arrêter de perdre des comptes stratégiques faute d'anticipation.▬▬▬▬▬Où retrouver Corentine Le Gleuher :LinkedIn : https://www.linkedin.com/in/corentine-le-gleuher-551362100/Où me retrouver :LinkedIn : https://www.linkedin.com/in/laetitiafall/▬▬▬▬▬Soutenez l'émission ❤Abonnez-vous

Refine Labs CEO Megan Bowen joins Evan Kirstel for a deep-dive into how B2B marketing must evolve for the AI era. The conversation covers modern go-to-market models, buyer-centric strategies, and how Refine Labs helps companies drive measurable pipeline growth through data, experimentation, and cultural excellence.1. Speakers and RolesMegan Bowen – CEO of Refine Labs. With 20 years in B2B SaaS at companies like Zocdoc, Grubhub, and WeWork, she brings deep expertise in modernizing go-to-market strategy and redefining marketing measurement.Evan Kirstel– Host and interviewer. Brings over 30 years in tech sales and marketing leadership.2. Topics CoveredThe evolution of B2B buying and selling from the analog to the AI era.Why traditional MQL-based marketing is outdated.The “Brand, Demand, Expand” model for full-funnel growth.Refine Labs' AI strategy and benchmarking methodology.Alignment between sales and marketing in 2025.The future of content creation and human creativity in an AI-driven market.Building company culture around people-first principles.The Refine Labs Vault: democratizing growth frameworks and insights.3. Questions This Video Helps AnswerWhat's fundamentally broken about traditional B2B marketing models?Why is the MQL metric no longer a reliable measure of success?How should marketers adapt to buyer-led decision-making?What is the “Brand, Demand, Expand” framework, and how does it work?How is AI transforming marketing operations and customer acquisition?How can companies build a people-first culture that drives performance?4. Jobs, Roles, and Responsibilities MentionedCEO, CMO, VP of Marketing, Sales teams, Customer Success and Account Management, Marketing Operations and Creative roles, Content strategists and paid media managers5. Frameworks and Concepts MentionedBrand, Demand, Expand (three-pillar GTM framework)Ideal Customer Profile (ICP)Buyer-centric marketingAI-powered benchmarksRevenue funnel analysis and pipeline conversion optimization6. Related ResourcesRefine Labs: https://www.refinelabs.comThe Vault: access to Refine Labs frameworks and community.HubSpot (mentioned as part of inbound marketing evolution)Grandin Holdings (Refine Labs investment partner)

Get 90 Days of Fellow's AI Meeting Assistant FREE at fellow.ai/coo This week on Between Two COOs, Michael sits down with Harris Clarke, COO at GuideCX, to talk about what steady leadership actually looks like inside fast-changing companies.Harris started his career in protocol and operations for the U.S. Department of State, where “process” wasn't just a buzzword — it was survival. He shares how those lessons translate to running a modern SaaS organization and why purpose, process, and payoff are the anchors of any good meeting.They dig into:How government discipline shaped Harris's operating styleThe “three P's” framework for productive meetingsWhy decision speed is overrated — and what Harris means by “Did anyone die or go to jail?”What he learned from executive coaching and board feedbackHow GuideCX built a new product category around customer onboardingHow AI is quietly reshaping how he manages teams and prepares communicationsWhy calm is a competitive advantage during crisis moments like SVBMichael also gives context at the top: this episode was recorded across two sessions, after a recording issue mid-interview (and yes, he's now officially a Riverside convert).It's a conversation about building trust, running tight systems, and keeping your head when everything around you is changing.Harris Clarke on LinkedInGuideCXMichael Koenig on LinkedInBetween Two COO's WebsiteEpisode Website 

Think your LinkedIn profile is working hard to get you noticed by recruiters? Think again. Most job seekers (yes, even experienced CSMs) are practically invisible and it has nothing to do with the job market, your background, or even your Customer Success resume.In this episode, I break down the six silent LinkedIn mistakes that are killing your visibility and sabotaging your chances of landing the roles you actually want in Customer Success. I'll pull back the curtain on what recruiters really see when they search for candidates, and I'll reveal the rapid-fire profile fixes that skyrocket your discoverability and make recruiters reach out to you with genuinely exciting roles. From headline secrets to the crucial recommendation trick, you'll get the step-by-step playbook that finally gets your LinkedIn working for you—not against you.You'll walk away with a punchy, recruiter-magnet profile and the confidence that you're not missing out on career-changing opportunities just because of a few overlooked details. Hit play and let's dive in.1:49 – How Recruiters Use LinkedIn and How LinkedIn Recruiter Search Filters Really Work4:37 – The Biggest LinkedIn Mistakes Real Job Seekers Are Making—Revealed by a 100-Profile Audit 7:16 – The Exact Headline Update That Gets You Noticed (And Boosts Your Visibility)9:52 – Quick Fixes For Your Skills Section That Make You Show Up in the Right Searches12:27 – What to Write in Your Experience Section to Attract Interviews. Plus a 2-Sentence Summary Formula14:28 – Why Your Recommendations Are Crucial and How They Influence Hiring Decisions16:14 – How Your Activity Section Can Instantly Make or Break Your Credibility18:02 – How a Simple Photo Change Can Help You Finally Get That Interview

Hey CX Nation,In this week's CXWeekly Update episode I walk through some ideas, goals & CTAs that me & the team at CXC have been focused on.Full candor, we're in a full blown sales sprint to the end of the year to close 2025 with a bang & tee up the best year yet in 2026.We're also working on a ton of new customer focused business content -- including my 2nd book "Make Happiness A Habit" that we are launching in the New Year. Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create some of the best customer focused business leader content, including short episodes like these CXWeekly updates that are digestible, actionable & most importantly entertaining for all of you.Huge thanks for all of you who helped to celebrate our 5 year anniversary of building CXChronicles, it's been a hell of a journey. Approaching 300+ episodes of customer focused business contentWorked with 150+ companies across the world helping make customer & employee happiness a habitPartnered with biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks.Launched CXC Healthzone Intelligence Platform, go see how your company's CX stacks up the rest. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!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!!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #271, we welcomed Marcus Smith, CEO at Cloud Trailz based in Atlanta, GA. Cloud Trailz offers their customers Saleforce help without all of the hassle by providing professional, expert users that come with the playbooks required to achieve utilization & success with the world's largest CRM. In this episode, Marcus and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #271 Highlight Reel:**1. Salesforce utilization management in today's world  2. Why you might be over-building your CRM 3. Implementing tech changes within an organization  4. Building playbooks to guide your team & create consistency  5. Leveraging 360 feedback to build high-performing teams Click here to learn more about Marcus Smith Click here to learn more about Cloud TrailzHuge thanks to Marcus for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please 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) & 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? Check out the 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 an AI-powered foundation for the future. Thanks to all of you 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!!

We've all sat through presentations that feel like a performance, polished, professional, but somehow disconnected. The speaker hits every point perfectly, yet we walk away feeling nothing. So, what's missing?For this episode, we're revisiting a conversation with Leslie Chamberlain, Head of Customer Success at Gibbs Smith Education. Leslie knows that great presentations aren't about perfection, they're about connection.She shares why infusing your personality into presentations matters more than hitting every bullet point, and reveals the secret to keeping audiences engaged through authentic delivery.You'll hear Leslie's approach to making presentations "sense-rich," her take on scripting versus speaking naturally, and practical tips for condensing information without losing impact. Plus, she reveals why being authentic beats being polished every time.Learning points from the episode include:00:00 - 02:49 Introduction02:49 - 05:13 How Leslie became involved in customer success05:13 - 06:49 Making learning presentations successful06:49 - 09:04 Leslie's tip for using videos and images in presentations09:04 - 10:43 Brand vs individual in your presentations10:43 - 16:14 The first steps towards a great presentation16:14 - 19:06 Making your ideas sense-rich19:06 - 24:54 Where people get stuck making presentations24:54 - 26:47 Should you script presentations?26:47 - 31:40 How to condense information and keep things short31:40 - 35:57 Hear Leslie's Speed Round answers35:57 - 36:36 Leslie's final take36:36 OutroImportant links and mentions:Connect with Leslie on LinkedIn: https://www.linkedin.com/in/leslie-chamberlain-a3475121/Snagit: https://www.techsmith.com/snagit/

Download The Objection Handling Guidebook for Customer Success: https://www.thecustomersuccesspro.com/offers/Z6Ng26vg/checkoutIn this episode of The Customer Success Pro Podcast, Anika Zubair takes a deep dive into one of the most misunderstood tools in Customer Success: the Quarterly Business Review (QBR). Too often, QBRs turn into reporting sessions that fail to create impact or executive alignment. She shares her 5-step framework to elevate your QBRs from tactical updates to strategic, revenue-focused discussions that executives actually care about. You'll learn how to connect product outcomes to business value, align with executive priorities, and close each review with a clear call to action that opens commercial doors. The episode wraps up with a practical challenge for listeners to apply the framework and transform their next QBR into a partnership-driven session that drives growth.Chapters00:00 Welcome to The Customer Success Pro Podcast03:14 Why Most Business Reviews Fall Flat07:57 The Missed Opportunity in Every Business Review10:15 Mistake #1 – Treating QBRs Like Usage Reports12:36 Speaking the Executive Language: Revenue, Risk, and Efficiency14:52 Mistake #2 – Talking At the Customer Instead of With Them17:13 Mistake #3 – Ending Without a Clear Next Step19:28 Turning Objections into Opportunities21:41 The 5-Step Framework for Value-Led Business Reviews35:42 Listener Challenge: Reframe Your Next QBR37:41 Final ThoughtsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupGrab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast 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

What does it take to turn chaotic, costly B2B events into powerful engines of ROI and connection? In this episode of Predictable B2B Success, host Vinay Koshy sits down with Hailey Ingraham, Marketing Director at Event Cadence, a fast-growing event management platform trusted by organizations from MIT to Merck. Hailey Ingraham shares her journey from content marketing newbie to director, revealing the storytelling secrets that not only build communities but drive tangible, measurable business outcomes from in-person, virtual, and hybrid events. Discover the unexpected strengths that niche specialization can unlock, why evolving your event strategy is more than just survival, and how technology, when applied thoughtfully, can enhance connection rather than replace it. Hailey Ingraham gets candid about overcoming industry challenges, such as the notorious struggle to prove ROI, and shares practical tips for making your next event more data-driven, engaging, and memorable. Plus, hear about the creative giveaways that attract attention at crowded trade shows and why storytelling remains the ultimate marketing superpower. Whether you're an event manager, marketer, or B2B leader, this episode will spark fresh ideas about the future of events and the art of driving real results. Some topics we explore in this episode include: Storytelling in B2B Marketing – How narrative drives engagement and sales.Adapting in Event Management – Pivoting business strategies amid industry shifts, especially during COVID-19.Measuring Event ROI – Solutions and challenges for proving event value.Technology's Role in Events – Enhancing attendee experience with features and real-time updates.Focusing on Niche Audiences – The impact of starting with life sciences/pharma and expanding.Customer Success & Word-of-Mouth – Building growth through support and satisfied clients.Event Data & Business Intelligence – Using analytics and AI for decision-making and optimization.Content Creation & Customer Stories – Creating relatable, engaging material based on customer feedback.Balancing Automation & Human Touch – Ensuring tech enhances, not replaces, human interaction.Growth Strategies – Trade shows, partnerships, and thought leadership as drivers for business expansion.And much, much more...

How fast is fast enough?In a world where athletes chase personal bests, the real question isn't just how hard they train — it's how smartly they measure progress.Welcome to Oak Performance Radio, the show that helps athletes, coaches, and parents understand what it takes to build strong, durable performers who thrive under pressure. Each episode explores smarter ways to train, recover, and stay in the game for the long haul.Episode HighlightsIn this episode, Adam Lane sits down with Brock Dale, Director of Customer Success at Universal Speed Rating (USR), to talk about how data is reshaping athletic performance. From consistent testing to proper rest, Brock explains how the right metrics can guide smarter training decisions and elevate results.Episode OutlineThe importance of consistent testing to track performance accurately.Why rest and recovery are essential to speed development.How data-driven decisions help coaches refine athlete programs.Common mistakes in balancing conditioning and speed training.The role of USR's 500,000+ data points in improving national performance benchmarks.How technology is shaping the future of athletic development and coaching.Supporting Informationhttps://www.facebook.com/universalspeedrating/https://www.instagram.com/universalspeedratingIf you found this episode helpful, share it with a teammate or coach who believes in training smarter. Every share helps grow a community focused on better, data-backed performance.Thanks for tuning in to Oak Performance Radio. Keep training hard, rest well, and always aim to move better.

What if the only thing holding back your Customer Success career is a resume that's getting ignored even though you KNOW you bring the results, experience, and drive? In this episode, I share the real story of Maya, a seasoned Customer Success Manager (CSM) with a killer track record who was stuck applying into the void. She thought her Customer Success resume was fine... until we tore it apart and rebuilt it, turning walls of blah text into sharp, specific highlights that proved her impact in seconds.I'll walk you through the exact five-step strategy we used, including how to lead with proof, cut the fluff, show off your results and how you got them, and make sure every bullet shines whether you're staying in your field or switching industries altogether. You'll learn why most resumes miss the mark and how to fix yours so recruiters and hiring managers can't help but call you for interviews. If you're tired of waiting for someone to notice you and ready to be the talk of the recruiting team, hit play. Your January job search will thank you.2:05 – Why Your Resume Might Be Sending You Into the Job Search “Black Hole”3:22 – How Showing Proof (Not Just Adjectives) Makes Hiring Managers Stop Scrolling7:00 – The Three Questions Every Bullet Point Must Answer for Resume Success10:00 – Why Explaining Your Process Is Key (Not Just Results)13:27 – The Power of Making Your Resume Scannable (and ChatGPT's Secret Editing Sauce) 15:45 – How to Translate Jargon Into Universally Understood, Career-Boosting Language19:08 – The Five-Step Resume Audit to Get Noticed in January's Hiring Frenzy

Building Loyalty at Every Step of the Customer Journey   Shep interviews Melissa Puls, Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti. She talks about the importance of customer success, the subscription business model, and how AI is transforming customer experience.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   1.  What is customer success? 2. What is the difference between customer success and customer support? 3. Why is it important to start the customer success process as soon as a deal is signed? 4. What impact does proactive customer service have on customer satisfaction and loyalty? 5. How can businesses use a subscription model to build long-term customer relationships? Top Takeaways:    ·       A business isn't just about making money. It's about getting and keeping customers. Profit will result when you serve your customers well.  ·       Customer success is different from customer support. Customer support helps when there's a problem or technical issue, but customer success aims to keep problems from happening in the first place. Customer success teams work with customers from the beginning of the relationship to make sure they are fully utilizing the features of a product to serve their business. They proactively reach out before issues even become problems.  ·       The renewals don't start when a subscription ends. They begin with the very first interaction, making sure that customers are happy and using the product well from the start. When customers are happy, the decision to keep doing business with you becomes easy.  ·       The best companies try to anticipate issues and reach out before they happen. Checking in, providing helpful information, and teaching customers how to get the most from your product are what create loyal customers.  ·       Companies can use data and technology, such as AI, to spot patterns in customer behavior and predict what customers will need next. By paying attention to how customers use a product and when they might need help, businesses can step in with support before a small issue becomes a big problem. This reduces customer churn by giving them confidence that your team will be there for them when needed.  ·       Delivering a great customer experience takes teamwork across marketing, sales, support, and customer success. All parts of the company need to work together to deliver a consistent, high-quality experience.  ·     Plus, Shep and Melissa discuss how every business, regardless of industry, can successfully adopt a subscription model that keeps customers coming back. Tune in! Quotes:   "Customers buy from other customers. Create advocates in your customer base." "The most exciting thing about customer experience is to be able to correlate and collect information that your customers give you to make their experience better." "Many people confuse customer success with customer support. In reality, customer success is about proactively ensuring customers never need to call support unless there's a genuine technical glitch." "Anticipate your customer's needs before they even know they need it. Use the data and technology like AI to predict issues and churn so that you can get more productive." "The best companies out there put customers at the center of everything they do. That is how they are going to grow today and into the future."   About:  Melissa Puls is the Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti, overseeing the entire customer journey from awareness to renewal. She is focused on helping companies enhance every stage of the customer experience. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.     Learn more about your ad choices. Visit megaphone.fm/adchoices

Welcome to episode 100! I'm joined by Chuck Ganapathi, Gainsight's new CEO, for a wide-ranging, candid conversation about where customer success is headed and what leaders should do right now.We start with Chuck's career through four platform eras: mainframe to client/server to cloud to AI - and how those shifts shape strategy. He shares the little-known origin story of “Customer Success” at Salesforce, Gainsight's early days, and why integrations (Salesforce, SAP CX, Microsoft Dynamics) are never “done”—they're living systems that demand clean data and constant tuning.Then we dig into Chuck's concept of Retention-as-a-Service. In a world where retention is existential, the 80/20 mindset breaks. Every dollar matters, which means every customer matters. We talk agentic AI (augmentation vs autonomy), how a “renewal agent” can cover the long tail, and why the magic is orchestration—letting agents handle the repeatable while humans lean into judgment, relationships, and value.We close with practical automation stories, a few resources Chuck follows, and a reminder that the human-to-human piece isn't going anywhere.Links in Today's Episode:Ethan Mollik: One Useful ThingSaanya OjhaJamin Ball: Clouded JudgementAndrej Karpathy on the Dwarkesh Podcast: AGI is still a decade away Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic