Podcasts about customer success manager

In this episode of The Quality Hub – Chatting with ISO Experts, host Xavier Francis sits down with Drew Markley, VP of Sales, and Renee Ferry, Customer Success Manager at Core Business Solutions, to explore why ISO 9001 certification continues to be a critical asset in today's competitive market. The conversation addresses common concerns about cost, disruption, and complexity, highlighting how Core's streamlined approach simplifies the certification journey. With real-world insights and nearly two decades of combined experience, Drew and Renee explain how ISO 9001 not only strengthens business practices but also acts as a form of “business insurance” during uncertain times. Whether you're seeking to improve customer satisfaction, prepare for future certifications, or stay ahead of industry demands, this episode offers a clear case for why ISO 9001 still matters more than ever. Helpful Resources: How is ISO 9001 Implemented?:  https://www.thecoresolution.com/how-is-iso-9001-implemented For All Things ISO 9001:2015: https://www.thecoresolution.com/iso-9001-2015 Contact us at 866.354.0300 or email us at info@thecoresolution.com A Plethora of Articles: https://www.thecoresolution.com/free-learning-resources ISO 9001 Consulting: https://www.thecoresolution.com/iso-consulting

Erica Guider is a Sales Executive at 42 Technologies with deep roots in retail, having spent her childhood weekends in her family's boutique tagging merchandise and managing displays. After graduating from Parsons, she brought her creative and commercial expertise to brands like Tory Burch, 7 For All Mankind, Sandro, and Maje. When the pandemic disrupted the industry, Erica pivoted into tech, joining 42 Technologies as their first Customer Success Manager. In this episode, Julia Maimone-Medwick chats with Erica, who went from growing up in her parents' boutique to working for top fashion brands and then made a bold leap into tech at 42 Technologies during the pandemic. She shares how her retail roots shaped her success in tech, the power of networking, and her side hustle in job matchmaking. A must-listen for anyone navigating a career pivot or curious about the overlap between fashion and tech.

What if your next fundraising event wasn't just another rubber chicken gala—but a magnetic, mission-driven experience people couldn't stop talking about? That's exactly what Brittany Bedford, Customer Success Manager at Bloomerang, urges nonprofit leaders to imagine.In this high-energy episode, Brittany dives deep into the art of turning events from forgettable to phenomenal. She shares fresh research, real-world examples, and wildly creative strategies that help nonprofits connect with long-term donors in meaningful, memorable ways.“We've got to shift from the fundraiser's point of view to the attendee's,” Brittany emphasizes. “They're coming to feel connected. This is their chance to be a part of something meaningful.”Julia Patrick, host, agrees—and doesn't hold back: “We don't even sit down and ask, what do our guests need? That's dreadful. We just copy and paste the last event!”From gamified donor experiences and staff-led greetings to runway walk-offs and dogs painting art live onstage, Brittany proves that creativity isn't just a nice-to-have—it's a donor retention superpower. In one standout example, she describes an event where guests interacted with service dogs creating art, then bid on those pieces at auction. “People were laughing, posting, and telling the story for weeks,” she recalls.She also unpacks Bloomerang's new research showing that:·        70% of donors say a fun experience makes them more likely to stay engaged·        53% say gamification was their most memorable event moment·        Yet only 6% of fundraisers are implementing this!The takeaway? Nonprofits must ditch the rinse-and-repeat and embrace innovation—starting with the very first hello. Whether you're planning your first gala or your fiftieth, this episode is a game-changer for how you think about donor events.00:00:00 Welcome and Guest Introduction00:02:00 Brittany's Role at Bloomerang00:03:40 Transitioning from Transactional to Inspirational Events00:06:00 Copy-Paste Event Planning Pitfalls00:08:30 New Research: What Donors Really Want00:10:20 Gamification at Events: Why It Works00:13:00 Making Staff and Board Comfortable with Engagement00:15:00 Rethinking Guest Check-In and First Impressions00:17:00 Dogs Painting Art: An Unforgettable Event Idea00:20:00 Peer-to-Peer Meets Fashion Show Fundraiser00:23:30 Using Event Data for Future Engagement00:27:00 Can Small Teams Pull This Off?#DonorEngagement #NonprofitEvents #FundraisingInnovationFind us Live daily on YouTube!Find us Live daily on LinkedIn!Find us Live daily on X: @Nonprofit_ShowOur national co-hosts and amazing guests discuss management, money and missions of nonprofits! 12:30pm ET 11:30am CT 10:30am MT 9:30am PTSend us your ideas for Show Guests or Topics: HelpDesk@AmericanNonprofitAcademy.comVisit us on the web:The Nonprofit Show

Emily Safier transitioned from a career as a physical therapist to a customer success manager in the tech industry. She shares her experiences working with patients with severe neuro injuries, the impact of COVID-19 on her career, and the transferable skills that allowed her to pivot into a new industry. This episode goes deep on the importance of resilience, empathy, and strategic thinking as Emily navigates her way through significant career changes and provides insights into her current role in customer success.▬▬▬▬▬ Resources ▬▬▬▬▬Emily Safier: https://www.linkedin.com/in/emily-safier/Instagram: https://www.instagram.com/cacklemedia/TikTok: https://www.tiktok.com/@cacklemediaX: https://x.com/CackleMediaLLCYouTube: https://www.youtube.com/@CackleMediaLinkedIn: https://www.linkedin.com/company/cacklemedia/Support the pod when signing up for Descript / SquadCast: https://get.descript.com/transferableskill▬▬▬▬▬ Timestamps ▬▬▬▬▬00:00 Introduction and Guest Welcome00:21 Emily's Early Influences and Career Beginnings00:51 Discovering a Passion for Physical Therapy03:03 Challenges and Rewards in Neurophysical Therapy08:46 Transitioning to Customer Success16:59 Navigating the Job Market and Networking17:19 Balancing Career and Personal Life19:15 Skills Transfer and Interview Strategies26:28 Current Role and Best Practices31:16 Conclusion and Final Thoughts

summary In this episode of the AI for Sales podcast, Chad Burmeister speaks with Stephanie Middaugh, Customer Success Manager at Luster.ai. They discuss the transformative role of AI in sales, particularly through Luster's predictive enablement platform, which aims to enhance sales training and efficiency. Stephanie shares insights on how AI can help sales teams do more with less, the importance of critical thinking in leveraging AI tools, and the ethical considerations surrounding AI deployment in sales. The conversation also touches on emerging AI technologies and their potential impact on sales roles. takeaways Luster.ai aims to stop sales reps from practicing on customers. Predictive enablement helps identify skill gaps in sales reps. AI can enhance sales efficiency and productivity. Sales training should be personalized to individual needs. Automation should not replace critical thinking in sales. AI tools can help in preparing for important sales calls. The ethical use of AI requires skepticism and caution. Sales roles may evolve but not be replaced by AI. Personalization in outreach is key to better conversion rates. Emerging AI technologies can support real-time sales interactions. Chapters 00:00 Introduction to Lustre.ai and AI in Sales 02:24 Understanding Luster's Predictive Enablement 10:11 The Role of AI in Sales Efficiency 17:24 AI's Impact on Sales Roles 28:13 Emerging AI Technologies in Sales 31:30 Ethical Considerations in AI Deployment Learn more about AI for Sales with Chad: LinkedIn Group: https://www.linkedin.com/groups/12811259/ LinkedIn Personal Page: https://www.linkedin.com/in/chadburmeister/ YouTube Channel: https://www.youtube.com/@TheAIforSalesPodcast TikTok: https://www.tiktok.com/@ai4sales Facebook Page: https://www.facebook.com/theaiforsalespodcast/ Twitter Page: https://twitter.com/saleshack The AI For Sales Podcast is sponsored by our proud partners: BDR.ai | https://www.bdr.ai/ TruVersity | https://www.truversity.com/ Proudly brought to you by Nooks.ai and BDR.ai, we share proven strategies and cutting-edge technologies that enable sales teams to dramatically accelerate outcomes. Learn how to leverage AI, automation, and conversational intelligence to 5X, 10X, or even 100X your impact. The future of sales is here—let's build it together.

Екатерина Бахмутова, Customer Success Manager, делится своим опытом учебы, иммиграции и построения карьеры в США. В этом выпуске мы обсуждаем, как искать работу в американских компаниях, особенно в сфере работы с клиентами, как адаптировать резюме, строить стратегию поиска и использовать нетворкинг. Екатерина рассказывает о своем пути — от переезда по студенческой визе, обучения в бизнес-школе и PhD по Computer Science до первой и последующих позиций в IT-компаниях США.Разбираем, как работает виза F-1, чем полезны STEM-программы и как получить разрешение на легальную работу во время учебы. Катя объясняет, как совмещала учебу и работу, где учиться, чтобы это было легально, и почему важно смотреть на возврат инвестиций от образования. Обсуждаем, как она проходила собеседования, готовилась по 3-5 месяцев с коучами и мок-интервью, разбирала job description, проходила те же курсы, что и её интервьюеры, и как это помогло получить оффер.Также говорим о сокращениях, как Екатерина потеряла работу в стартапе и как искала следующую позицию, используя LinkedIn, рефералы и точечные письма hiring-менеджерам. Видео будет полезно всем, кто ищет работу в США: как выстроить план, сохранить мотивацию, справиться с отказами и построить карьеру в IT даже без роли программиста.Екатерина Бахмутова (Kate Khajvandi) - Customer Success Manager в Optimizely, MBA в Hult Business School, PhD in Computer Science в Westcliff University.LinkedIn: https://www.linkedin.com/in/kate-khajvandi/ ***Записывайтесь на карьерную консультацию (резюме, LinkedIn, карьерная стратегия, поиск работы в США): https://annanaumova.comКоучинг (синдром самозванца, прокрастинация, неуверенность в себе, страхи, лень) https://annanaumova.notion.site/3f6ea5ce89694c93afb1156df3c903abОнлайн курс "Идеальное резюме и поиск работы в США":https://go.mbastrategy.com/resumecoursemainГайд "Идеальное американское резюме":https://go.mbastrategy.com/usresumeГайд "Как оформить профиль в LinkedIn, чтобы рекрутеры не смогли пройти мимо": https://go.mbastrategy.com/linkedinguideМой Telegram-канал: https://t.me/prodcastUSAМой Instagram: https://www.instagram.com/prodcast.us/Prodcast в соцсетях и на всех подкаст платформахhttps://linktr.ee/prodcastUS⏰ Timecodes ⏰00:00 Начало.09:05 Как легализовалась в США?16:27 Почему решила стать Customer Success Manager? 19:32 Заменит ли ИИ менеджеров по работе с клиентами?28:54 Почему ты решила искать работу?30:52 Про увольнение и поиск работы42:02 Демонстрация резюме51:17 Где искала вакансии? Как использовала нетворкинг?59:04 Как использовала LinkedIn?1:02:32 Про Culture Fit1:08:25 Как проходили собеседования?1:15:49 Как готовилась к собеседованиям?1:22:54 Торговалась ли ты за оффер?1:29:25 Что было самым сложным в поиске работы?1:41:16 Что можешь пожелать тем, кто сейчас ищет работу?

In this episode, host Wendy Hanson talks with the customer success team at Better Manager, discussing their roles, the importance of customer success, and the collaborative culture they foster. The conversation highlights the team's commitment to helping clients thrive at work, the lessons learned in their journey, and their vision for the future of customer success. Key takeaways: Customer success is about understanding unique client needs. Empathy and emotional intelligence are crucial in customer success roles. Building a customer success team requires proactive engagement. Feedback loops enhance organizational learning and improvement. Creating a collaborative culture fosters trust and transparency. Investing in employee development leads to better business outcomes. Assuming good intentions improves interpersonal interactions. A strong company culture enhances team performance. Remote work can still foster strong team connections. Customer success teams act as extensions of their clients' teams. Meet Kate Rath Kate Rath is a seasoned professional with a diverse background in leadership development, international public health, communications, and the arts. Holding a Master's of Science in International Relations from the London School of Economics, Kate brings a wealth of knowledge and expertise to her role as VP of Customer Success at BetterManager, where she is dedicated to empowering individuals and fostering positive workplace cultures. Meet Luis Vides Luis Vides is a highly experienced Customer Success Manager with over 12 years of expertise in various industries, including call center BPO, real estate, outsourcing, and leadership development. With a well-rounded skill set and a commitment to driving growth and delivering exceptional results, Luis brings a passionate and customer-centric approach to his role at BetterManager. His diverse background as a corporate trainer, senior trainer, training manager, recruiting manager, property manager, account manager, solutions architect, and customer success manager allows him to provide valuable insights and support to clients, helping them thrive in their work environments. Meet Rafael Tinoco Rafael Tinoco Hernandez is a dedicated and driven professional with a genuine passion for driving customer success. With a background in business and finance, Rafael has made significant contributions as a Key Account Manager and Customer Success Manager in multiple startup ventures. Leveraging his skills and experience, Rafael actively works towards the success and advancement of organizations. His collaborative nature and strong problem-solving abilities enable him to build meaningful relationships with clients and deliver exceptional results. With a focus on creating positive workplace cultures, Rafael strives to empower managers and inspire transformation in work environments. Follow Kate, Luis & Rafael: Kate LinkedIn: https://www.linkedin.com/in/kate-rath-5b6a2243/ Luis LinkedIn: https://www.linkedin.com/in/levides/ Rafael LinkedIn: https://www.linkedin.com/in/rafael-tinoco-hernandez/ Do you enjoy our show? One of the best ways to help us out is leave a 5-star review on your platform of choice! It's easy - just go here: https://www.newlevelwork.com/review For more information, please visit the New Level Work website. https://www.newlevelwork.com/category/podcast © 2019 - 2025 New Level Work

#updateai #customersuccess #saas #businessIn this episode of the Unchurned podcast, we are joined by our dynamic duo of experts, James Sanders (AI Implementation Strategist) and Michelle Carter (Customer Success Innovation Lead). From automated call summaries and sentiment analysis to predictive analytics and personalized customer experiences, James and Michelle will guide us through the current trends and future possibilities of AI.They discuss the burgeoning interest in specialized AI tools for customer success and delve into various applications—such as conversation intelligence, chatbots, and predictive health scoring—that are reshaping the industry. By leveraging AI, CSMs can focus on building relationships and delivering value with their new AI copilots.Timestamps0:00 - Preview & Intros2:17 - AI and Customer Success3:11 - Call summaries and follow-up generation4:05 - Voice of the Customer (Sentiment Analysis)5:11 - Predictive Analytics for Churn and Upsell6:03 - Customer Health Scoring6:40 - Task Automation and Workflow Orchestration7:42 - Chatbots and Self-Service AI8:37 - Personalized Content and Recommendations10:52 - Sophisticated proactive retention alerts12:02 - Embedded copilots for AI assistance 13:03 - Multichannel customer orchestration15:45 - Solution Categories in AI for Customer Success19:39 - Glossary of Terms Related to AI___________________________

Send us a textIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Melanie Fay, an enterprise Customer Success Manager at Goldcast. They discuss Melanie's journey in customer success, her transition between various roles, and her innovative approach to customer engagement known as the 'anti-check-in.' Melanie shares her experiences managing a large book of business, the importance of delivering value in customer interactions, and strategies for understanding customer goals and outcomes. The conversation emphasizes the need for CSMs to adapt their approaches to meet the evolving needs of customers and to provide meaningful engagement beyond traditional check-in calls. In this conversation, the speakers delve into the evolving landscape of customer success, emphasizing the importance of understanding customer needs, effective engagement strategies, and the transition from traditional check-in calls to value-driven discussions. They discuss the significance of frameworks for customer conversations, the role of storytelling in enhancing customer relationships, and the necessity of taking ownership and leadership within the customer success domain. Additionally, they explore practical tips for managing a large book of business through segmentation and the importance of being creative and adaptable in communication strategies.Enter the Planhat Giveaway!Win an all-expenses-paid trip to Planhat Open: www.planhat.com/giveawayTimestamps: 00:00 Introduction01:52 Melanie Fay's Journey in Customer Success06:01 Transitioning Between Roles and Companies10:00 The Anti-Check-In Approach13:13 Managing a Large Book of Business17:03 Delivering Value in Customer Interactions21:13 Understanding Customer Goals and Outcomes25:02 Innovative Strategies for Customer Engagement27:00 Understanding Customer Needs and Engagement30:08 Frameworks for Effective Customer Conversations33:04 Transitioning from Check-Ins to Value-Driven Discussions35:06 The Role of Storytelling in Customer Success39:04 Taking Ownership and Leadership in Customer Success43:14 Segmenting and Managing a Large Book of Business47:03 Key TakeawaysConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Melanie Faye:https://www.linkedin.com/in/melanie-faye/I'm Melanie, a CSM living on a small island on the East Coast in Canada. After running my own business for years, I knew when I landed my first CS role that it was meant to be. I've been working in Customer Success for nearly 4 years and have been fortunate enough to gain experience in different industries like digital events, HR tech and accounting tech. Most recently, I was supporting mid-market customers at Keeper.app and am now moving into an Enterprise role at Goldcast. I'm excited to get back to my roots in the events industry! When I'm not listening to CS podcasts, meeting with my mentor or having coffee chats with others in tech, you can find me spending time with my two Labradoodles (Charlie and Lottie), on a paddleboard in the summer or hiking through snowy trails in t Podcast Editor: https://podcastmagician.com/

Esri Ireland, the market leader in Geographic Information Systems (GIS), has announced that its digital mapping system enabled Aurum Exploration Services to accelerate the survey of soil samples across almost 23,000km2 in Ireland. The extensive survey was carried out as part of the Tellus Programme. Led by Geological Survey Ireland and funded by the Department of the Environment, Climate and Communications, the Tellus Programme aims to improve the future management of the environment by building a deeper knowledge of Ireland's soil, rocks, and water. Esri's ArcGIS technology streamlined workflows for Aurum Exploration, enabling it to deliver the ambitious project in just over one year. The technology replaced the traditional paper-based survey process with innovative digital data capture. The paper-based process was time-consuming with a complex data collection method, taking the Tellus Programme team nine years to reach the halfway milestone on the project. Using the technology, Aurum Exploration's sampling teams were able to collect, record, and share real-time data on soil samples -ranging from location to land usage and soil characteristics - wherever they were working in the field. Apps could be used even when offline, which was vital for those working in remote locations. Team leaders were able to speedily assign tasks, manage daily workloads, and monitor the project's progress, while programme managers could oversee the data collection process and share project metrics. Health and safety were boosted for employees as each team's location was visible in near real-time. The platform also facilitated rigorous quality control checks, greatly enhancing the accuracy and integrity of soil sample data. Moreover, reports could be generated on-demand, saving time for teams internally. In turn, these efficiencies contributed to an estimated saving of 120 days per year, and a reduction in overall operational costs of around €40,000 annually for the project. Judith Mather, Project Manager, Tellus Programme, Aurum Exploration said: "Having a robust and efficient digital system greatly assisted us to cover more ground in a shorter time, and oversight of the national programme really improved. ArcGIS Dashboards gave our directors and client an accurate and visual real-time overview of what was going on, on a national scale, which is what they needed. In addition, the improvement in data quality was a real testament to the success of ArcGIS applications." Schalk van Lill, Customer Success Manager, Esri Ireland said: "Our ArcGIS platform has been transformative for the Tellus Programme, and we were delighted to work closely with Aurum Exploration as the team delivered on this vital nationwide project. Reliable data was captured electronically out in the field, reducing the risk of human error and other data collection inconsistencies, even while working remotely. This also boosted productivity, streamlined operations, and improved collaboration among teams for Aurum Exploration. This important project is benefitting our environment now and into the future." See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follow us on Twitter, LinkedIn, Facebook, Instagram, TikTok and Snapchat.

Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠, and ⁠⁠Josh Schachter⁠⁠. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecurity, where the ROI often means that nothing happens.Tune in as Caitlin uncovers how she approaches customer experience, the evolution of customer engagement models, and the balance between AI integration and the indispensable human element in achieving customer success.Timestamps0:00 - Preview, BS & Intros4:08 - Learn about ZeroFOX5:10 - Challenges in Proving ROI in Cybersecurity7:45 - Customer Engagement and Service Model10:57 - Lead Pass Process and CSQLs15:10 - Complexity and Simplicity in Incentives18:10 - Efforts to Mature Models and Remove Friction22:35 - Adaptation of Playbooks25:51 - Attitude, Aptitude, and Experience in Hiring30:56 - Integrating AI for Internal Teams & Tasks___________________________

Paul Perrine, diplômé de l'EM Normandie promo 2018, partage son parcours inspirant qui l'a mené au poste de Customer Success Manager chez Contentsquare. Du social media chez Publicis à la stratégie digitale chez AccorHotel, en passant par le conseil, Paul raconte comment la diversité des expériences et la curiosité personnelle l'ont guidé. Il aborde l'importance des premiers stages, des projets parallèles, et d'oser contacter ses aînés pour se démarquer dans sa recherche professionnelle. Un témoignage motivant pour élargir ses horizons et trouver sa voie !Hébergé par Ausha. Visitez ausha.co/politique-de-confidentialite pour plus d'informations.

#updateai #customersuccess #saas #businessKelly McGuire, Vice President of Customer Success at Everstage, joins hosts Jon Johnson and Josh Schachter (Co-Founder & CEO of UpdateAI). They dive into how Everstage is disrupting the market, driving outcomes for its clients, and empowering a range of roles—from sales operations to account managers. Kelly shares her "comfort zone philosophy," emphasizing the importance of stepping beyond our comfort zones to foster growth and achieve success.She also talks about Everstage's vibrant, no-ego culture, the crucial role leadership plays in scaling customer success, and her vision for expanding Everstage's impact in the years ahead.Timestamps0:00 – Preview0:48 – Meet Kelly McGuire, VP of Customer Success at Everstage4:00 – The role of customer success in sales6:10 – Kelly's "comfort zone philosophy"12:10 – Transition from Sisense to Everstage15:42 – No-ego culture and collaborative work environment20:20 – Leadership alignment and transparency initiative25:55 – Kelly's vision for scalable growth at Everstage___________________________

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Need a new recruitment strategy to retain interested future sisters into passionate, contributing members? Let's try authenticity.Our potential new members deserve to see clearly what membership would be like if they join, not what you want it to look like or feel like it should look like, but what it would actually be like. We invited Zafyre Turner, past chapter consultant for Alpha Chi Omega and current Customer Success Manager at PhiredUp, to share how her sorority journey started not with recruitment but with emersion. Dream with us how you can showcase the real sisterhood you are a part of and love before, during, and after recruitment. So let's revitalize your current & future members' (and your own) recruitment experience.

Character Study, Vol. 1. This is a new series on the podcast, featuring interviews with 'civilians'—ordinary adult humans of all ages and backgrounds, talking with Brad about their lives. 'Character Studies' episodes will air on Sundays—not necessarily every Sunday—and these conversations will offer listeners access to the hearts and minds and dreams and fears of people they would likely never know otherwise. In Vol. 1, a conversation with a 34-year-old woman named Sophia who works as a customer success manager in Texas. *** Otherppl with Brad Listi is a weekly podcast featuring in-depth interviews with today's leading writers. Available where podcasts are available: Apple Podcasts, Spotify, YouTube, etc. Subscribe to Brad Listi's email newsletter. Support the show on Patreon Merch Twitter Instagram  TikTok Bluesky Email the show: letters [at] otherppl [dot] com The podcast is a proud affiliate partner of Bookshop, working to support local, independent bookstores. Learn more about your ad choices. Visit megaphone.fm/adchoices

Dana Munsch - Customer Success Manager, tells us that librarians can do anything!

#updateai #customersuccess #saas #businessJoin Josh Schachter (Founder & CEO, UpdateAI), Kristi Faltorusso (CCO, ClientSuccess), and Jon Johnson (Principal CSM Enterprise, UserTesting) as they discuss the recent merger between Opexus and Casepoint with Bonnye Hart, Chief Customer Officer.Discover how these twin powers under the Thoma Bravo banner are navigating change, professional growth, and customer success. From strategic partnerships to expanding adoption, this episode is packed with engaging conversations and expert insights.Timestamps0:00 - Preview, BS & Intros2:49 - Thoma Bravo and merger discussion6:04 - Team dynamics post-merger8:00 - Introduction to Opexus and Casepoint11:53 - The curiosity post-merger and job security14:43 - Engagement models and customer-centricity22:17 - Bonnye's strategy & approach to CS___________________________

This special episode our Inside Voice series was recorded at Communicate's Internal Communications and Engagement Live at The Brewery, London. The conference explored the evolving landscape, where best practices, innovative tools and forward-thinking strategies are shaping the future of workplace engagement. Russell Goldsmith caught up with a number of the speakers from the event. His guests were: 1/ Anne Kerr, VP, Corporate Communications, Travelport spoke about ‘How to Move the Needle on Employee Engagement and Deliver Commercial Results', which was about their Guinness World Record breaking campaign to visit all new seven wonders of the world in just seven days, using only public transport. 2/ Andy Jones, Group Internal Communications Manager, PIB and Debbie West, regular 'Inside Voice' host and Senior Account Director, Audere spoke about ‘Crafting connection through the power of podcasting', which discussed the launch of PIB's internal podcast 3/ Pia de Malherbe, Chief Brand Officer, 10 Days London gave us a preview of her talk on 'Onboarding, engagement and career development for Generation Alpha' 4/ Katy Mogra, Customer Success Manager, at Oak Engage shared how Halfords Autocentres connect deskless employees, streamline communication processes and boost workforce engagement.

#updateai #customersuccess #saas #business Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing from her time at these powerhouse companies, she reveals how to create the most effective customer success teams, emphasizing the importance of a well-defined team vision, the core values guiding her teams, and innovative approaches to battling churn and ensuring customer satisfaction. Timestamps 0:00 – Preview & Intros 4:10 – Priorities for 2025 7:07 – Rules of the Road 8:40 – The #1 Rule of the Road 11:23 – Collaboration with Internal Teams 13:00 – Showing Up with a Point of View & Being Engaged 15:37 – Identifying and Hiring Potential Candidates 17:20 – "The Best in the Universe" 21:37 – Amy's Experience at the CS100 Conference 23:40 – Personal Branding and Growth ___________________________

Christine Boremeester, Senior Director of Strategy & Enablement at Deltek, joins Kristi Faltorusso, CCO at ClientSuccess, and Josh Schachter, Co-Founder & CEO of UpdateAI, to share invaluable insights into how Deltek continues to innovate and serve its global customer base. Tune in to explore Deltek's ambitious initiatives, including the creation of specialized customer success roles and the challenges of standardizing processes across a diverse range of products and customers. Christine also highlights her team's excitement and anticipation as they prepare to launch these transformative changes, aimed at elevating customer relationships and driving business growth. Timestamps 0:00 - Preview & Intros 3:00 - Christine's Career Evolution 4:15 - Formation of the Strategy and Enablement Group 11:00 - Team Structure & Implementation 12: 19 - Hiring Plans & Profiles 13:40 - Expectations from CSMs 17:40 - Diverse challenges due to multiple products and systems 20:51 - Team Sentiment and Engagement ___________________________

#updateai #customersuccess #saas #business Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the importance of the voice of the customer in guiding product roadmaps. Leah shares the evolution of her role from a sales background to spearheading a transformative process that bridges the gap between client-facing teams and product development. She also shares the challenges and successes she faced while prioritizing customer needs. This episode is a must-listen for anyone looking to understand how leading SaaS companies can effectively harness customer feedback to drive innovation and achieve sustained growth. Timestamps 0:00 - Preview & Intros 4:11 - Leah's role and background 10:40 - Evolution of Voice of the Customer at Monday.com 16:30 - Aligning sales, CS, and product teams 19:20 - Handling Customer Feedback 26:40 - Closing the loop on customer requests 27:45 - Differences in expectations between product and client-facing teams 28:40 - Balancing client requests with product innovation 33:45 - Steps to improve VOC systems ___________________________

Do you want to crush your fundraising goals in 2025? Tune in as we talk about donation page best practices! Windy Keene, Customer Success Manager of Qgiv fundraising platform, joins Ashley Prior, BDI Digital Marketing Manager, to share how you can optimize your donation pages and forms for fundraising success.  In this episode, you'll learn:How to identify if your forms are working (and what to do ASAP if they're not!)Best practices for images, CTAs and forms on mobileHow to optimize donation pages and boost monthly givingWhether it's been a while since you last optimized your donation pages, or if this is new to you, taking the time to fine-tune your donation pages is key to your fundraising success in 2025!

#updateai #customersuccess #saas #business Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions. Timestamps 0:00 - Preview 1:00 - Meet Colin Murphy and overview of BMC Software 6:30 - Customer Success at BMC Software 11:35 - Core objectives of CS 13:13 - BMC's Growth Priorities 15:01 - Engagement framework, tracking & adoption reviews 21:30 - Vision and Objectives for 2025 24:40 - Use of AI in CS and Tech Support ___________________________

In this Brand Story episode, Sean Martin and Marco Ciappelli explore how Guardz is transforming cybersecurity for Managed Service Providers (MSPs) and small to medium-sized businesses (SMBs). The discussion features insights from Sarah Lampert, Customer Success Manager, and William Barr, Account Executive at Guardz, who shed light on the company's innovative approach to simplifying and optimizing cybersecurity solutions.Bridging the Gap for SMBsSmall to medium-sized businesses often lack dedicated IT or security teams, leaving them vulnerable to cyber threats. William Barr emphasizes how Guardz fills this gap by providing MSPs with tools tailored for SMBs. These tools simplify security management, offering MSPs a unified platform that addresses complex needs without requiring a patchwork of expensive, disparate solutions.Ease of Use and FlexibilityGuardz stands out by offering a user-friendly, AI-powered platform that integrates seamlessly into MSPs' existing workflows. Sarah Lampert highlights the platform's simplicity, enabling even small MSPs to onboard quickly and manage cybersecurity effectively. The product's flexibility allows MSPs to scale their offerings, catering to clients with varying security needs while keeping costs manageable.Key features include:Unified detection and response capabilities.Customizable security controls for different client environments.User-based pricing models that eliminate device-based cost complexities.Support Beyond TechnologyGuardz doesn't stop at providing a robust platform—it empowers MSPs through comprehensive support. Sarah Lampert explains how the Customer Success team aids MSPs with onboarding, marketing materials, and strategic advice, ensuring they position Guardz as a core component of their service stack. The company also facilitates continued learning through webinars, hands-on trials, and direct communication channels.Innovative AI IntegrationAI plays a pivotal role in Guardz's ability to streamline cybersecurity. By analyzing patterns and predicting risks, the platform helps MSPs preempt threats and respond efficiently. William Barr underscores AI's potential to reduce manual effort while enhancing security accuracy, making advanced protection accessible to smaller organizations.Cyber Insurance: A Competitive EdgeGuardz takes its commitment a step further by integrating cyber insurance into its offerings. Qualified clients can access affordable coverage directly through Guardz, ensuring SMBs meet evolving security and compliance standards. This feature not only protects businesses but also equips MSPs with a unique selling point.The Future of GuardzAs Guardz continues to evolve, its focus remains on simplifying cybersecurity for MSPs while providing scalable, cost-effective solutions for SMBs. The team's proactive approach, coupled with constant feedback integration, ensures the platform stays relevant in a dynamic cybersecurity landscape.MSPs looking to streamline their operations and enhance client security are encouraged to explore how Guardz can help achieve these goals. For more information, connect with the Guardz team or visit their platform for a trial.Learn more about Guardz: https://itspm.ag/guardzrgigNote: This story contains promotional content. Learn more.Guests:Sarah Lampert, Customer Success Manager, Guardz [@GuardzCyber]On LinkedIn | https://www.linkedin.com/in/sarlampert/William Barr, Account Executive, Guardz [@GuardzCyber]On LinkedIn | https://www.linkedin.com/in/william-barr-a447541ab/ResourcesLearn more and catch more stories from Guardz: https://www.itspmagazine.com/directory/guardzFor a free 14 day trial of Guardz's platform please visit https://itspm.ag/guardzgvu3 .Learn more about ITSPmagazine Brand Story Podcasts: https://www.itspmagazine.com/purchase-programsNewsletter Archive: https://www.linkedin.com/newsletters/tune-into-the-latest-podcasts-7109347022809309184/Business Newsletter Signup: https://www.itspmagazine.com/itspmagazine-business-updates-sign-upAre you interested in telling your story?https://www.itspmagazine.com/telling-your-story

#updateai #customersuccess #saas #business Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on navigating the delicate balance between growth and retention, highlighting the company's transition toward a strategy centered on expansion and profitability. Timestamps: 0:00 - Preview, BS, & Intros 2:00 - Forter's services and impact 7:35 - Ozge's role in hiring and facilitating career transitions 12:51 - The downside of focusing solely on churn 17:25 - Cross-segment strategies and mindset shifts 20:15 - Establishing and managing a churn budget 28:30 - Tackling the "happy ears" problem 35:43 - Prioritizing customer signals 38:40 - Planning for the new year and beyond ___________________________

#updateai #customersuccess #saas #business Hosts Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) sit down with Brian Hansen (Director of CS, Aurora Solar) to discuss how Aurora Solar is reinventing its approach by aligning product usage metrics with sales and customer success efforts. They are adopting a long-term strategy that prioritizes customer growth while tackling the unique challenges of the solar industry. The conversation covers everything from the intricacies of compensation models to how the company is fostering accountability and collaboration across teams. Timestamps 0:00 - Preview, BS & Intros 5:30 - Work Culture and Mission Drive 7:36 - Solar Coaster 10:15 - Supporting Employees' Career Paths 11:55 - Focusing on "Product Usage" as a Unifying Metric 17:00 - Transition to Incentives-Based Compensation 22:22 - Getting the Board Onboard 24:21 - Impact on Users & Customers 25:52 - Focusing on Qualitative Data Insights 28:50 - Increased Accountability Across the Organization 30:50 - Resource Allocation and Prioritization ___________________________

#updateai #customersuccess #saas #business In this special installment of the revenue series of the Unchurned Podcast, we're thrilled to have Micki Howl (Chief Revenue Officer, Marigold) join Josh Schachter (Founder & CEO, UpdateAI) to shed light on the connection between sales and post-sales, and the critical role customer feedback plays in driving business success. They also discuss her career path and the incredible growth trajectory of Marigold Timestamps 0:00 - Preview 1:11 - Overview of Marigold 4:44 - Micki's career path and growth 8:21 - Lot of hard work & a pinch of luck 13:10 - Communication & Accountability Framework 16:27 - Measuring progress and being outcome-driven 18:52 - Valuing customer feedback 21:30 - Outcome-driven approach leading to personal growth ___________________________

URComped's Customer Success Manager, Berkeley Adams, interviewed Sam and Chris from 'SC Slots' and learned how their successful YouTube channel originated from their daughters' idea... Check out Sam and Chris here: www.youtube.com/@SCSlots Watch full video: https://youtu.be/SJI7Sgl0ovQ Learn more: Learn more: https://trio360.vip/the-rise-of-casino-influencers-sc-slots-video/ In this Influencer Interview Series: Slots, Table Games, and Video Poker Channels as well as Casino Tips, Insights and Tours are breaking stride in Casino space. Influencers are using their contagious energy and unique personalities to showcase gaming to their audiences. Areas discussed: -Casino Influencer -Influencer Marketing -YouTube Vlogging -Family Business -Casino Marketing -Content Creation and Strategy -YouTube Growth

#updateai #customersuccess #saas #business Rachel Orston, Chief Customer Officer at Instructure joins the hosts ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of connection and collaboration. Timestamps 0:00 - Preview & Intros 5:15 - Discussing about CoThrive 8:07 - Diverse customer segments at Instructure 13:15 - Performance metrics that drive success 16:45 - Connecting with customers 22:36 - Emphasis on performance-based variable compensation 27:23 - CS and Sales 30:15 - Tools and processes for improved collaboration ___________________________

#updateai #customersuccess #saas #business Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts ⁠⁠⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users. She also sheds light on Crunchbase's strategic partnership with Perplexity, how they enhanced customer onboarding with automated processes, and their plans for 2025. Timestamps 0:00 - Preview, 1:15 - Meet Aanal Patel, Senior Customer Success Director at Crunchbase 1:47 - Overview of Crunchbase 4:40 - Using internal data for prediction and risk mitigation 7:37 - Team structure & current hiring 9:28 - Team downsizing and adaptation 13:15 - Implementing an automated onboarding process 16:30 - Strategy to ensure a positive customer experience 20:22 - Celebrating milestones with customers 22:18 - Plans for 2025 25:08 - Accessibility of AI-driven insights 28:00 - Partnership with Perplexity to integrate Crunchbase data ___________________________

#updateai #customersuccess #saas #business Paul Staelin, CCO at Vercel joins ⁠⁠Josh Schachter⁠⁠, CEO & Founder of UpdateAI to share the strategic structures and priorities behind ensuring stellar customer success and engagement at Vercel, emphasizing the powerful role of AI in forecasting and managing customer support needs. Timestamps 0:00 - Preview & Intros 9:00 - Strive for efficiency and effective customer retention 11:15 - Tactics and Strategies for Net Dollar Retention (NDR) 13:10 - Implementing Executive Business Reviews, not Quarterly Business Reviews 15:15 - AI integration in customer support 17:35 - Solutions evolve; enterprise software is often a demo. ___________________________

#updateai #customersuccess #saas #business In this episode, Josh Schachter, Founder & CEO of UpdateAI sits down with Rohan Shah, the Chief Revenue Officer and Co-founder of Extend to discuss the importance of understanding and addressing customer pain points to generate revenue and create value. We also look at how Rohan assembled a personal adviser network to stay updated on industry trends and build a knowledgeable team. He emphasizes hiring motivated individuals, fostering a diverse team with complementary skills, and creating a strong company culture that adapts to remote and hybrid work environments. Timestamps 0:00 - Preview & Intros 7:13 - Understanding customer needs and delivering value 15:15 - Managing growth through culture and employee motivation 21:20 - Managing post-sales success as a CRO 24:26 - Communication gap between teams 29:07 - Gathering the voice of the customer ___________________________

#updateai #customersuccess #saas #business Nicole Guarino, the Director of Customer Success at Cambridge Mobile Telematics (CMT) joins hosts Jon Johnson, Principal CSM (Key Accounts) at UserTesting, and Josh Schachter, Founder & CEO of UpdateAI, to discuss the pivotal roles of sales and customer success in driving business expansion. Nicole sheds light on her transition from sales to customer success, sharing the challenges and insights she's gathered along the way. Timestamps 0:00 - Preview, BS, distracted driving & intros 14:10 - Nicole shares her company's goals & hurdles 20:25 - KPIs for CSMs 23:00 - Should CS offer support for renewals? 26:05 - Focusing on net new revenue & current revenue 29:20 - We are all revenue, we are all gonna win 30:05 - CS & Sales collaboration __________________________

Please send us a text message to ask your questions or leave a comment!We have tried to get this interview recorded for a long time and fate put us in the same place this week for an opportunity to introduce you to a SUPER cool guy, Page McBeth the Customer Success Manager at Cellebrite. We know you will love hearing this episode nad the one to follow as we tke a dive into his lengthy and stellar career in law enforcement as well as what he is doing now for Cellebrite who we appreciate so much for the opportunity to work with them. Support the show

URComped's Customer Success Manager, Berkeley Adams, interviewed Jessica and Rob from 'Las Vegas Slots' and learned how their move across the country flourished into a family business. Check out Las Vegas Slots here: www.youtube.com/@UCLeI-qwkR9NtXKXsSdE8T0Q Learn more: https://trio360.vip/the-rise-of-casino-influencers-las-vegas-slots-video/ In this Influencer Interview Series: Slots, Table Games, and Video Poker Channels as well as Casino Tips, Insights and Tours are breaking stride in Casino space. Influencers are using their contagious energy and unique personalities to showcase gaming to their audiences. Areas discussed: -Casino Influencer -Influencer Marketing -YouTube Vlogging -Family Business -Casino Marketing -Content Creation and Strategy

When it comes to Software as a Service (SaaS) business, customer success plays a crucial role in keeping a business healthy and thriving. It's not just about acquiring new customers; it's equally important to ensure that existing customers are satisfied and see the value in your product. Customer success focuses on enhancing customer experiences and encouraging effective product usage, while customer support addresses immediate issues as they arise. Together, these components work harmoniously to maximize customer satisfaction and minimize churn. In this exciting episode of the Grow Your B2B SaaS podcast, Host Joran Hofman welcomes back Mike Dry, the VP of Customer Success and Support at Dealfront, for a deep dive into how to leverage customer success for SaaS growth. Discover powerful insights on tackling churn, fostering collaboration, and honing your strategic thinking.  Key Timestamps (0:00) - Introduction to Customer Success and Churn (0:51) - Mike Dry's Background  (1:35) - Difference Between Customer Success and Support (3:06) - Importance of Linking CS and Support for Clients (4:03) - Understanding Customer Churn in SaaS (7:31) - Learning from Churn to Improve Customer Experience (10:12) - Foundational Customer Success Strategies for Startups (13:09) - Identifying Gaps Between Product and Customer ROI (15:23) - Responsibilities of a Customer Success Manager (15:42) - Hiring Your First CSM: When and Why (18:40) - Transitioning to Mid-Stage: Reducing Churn (21:50) - Reporting Churn Insights and Prioritization (24:16) - Defining and Utilizing Ideal Customer Profiles (ICP) (26:06) - Building a Customer Success Team in Mid-Stage (28:57) - Scaling Customer Success Without Linear Hiring (30:37) - Leveraging Automation in Customer Success (32:49) - Cross-Functional Collaboration for Expansion Revenue (35:22) - Advice for Early Stage: Climbing to 10K MRR (36:14) - Advice for Scaling to 10 Million ARR (37:57) - General Advice for Customer Success Professionals

URComped's Customer Success Manager, Berkeley Adams, interviewed Rich and Jazzy from 'a RICH and JAZZY life' to learn how their story went from vlogging to capture memories to community cruising and receiving brand deals. Check out Rich and Jazzy here: www.youtube.com/ @aRICHandJAZZYLife   Watch full video and learn more: https://trio360.vip/the-rise-of-casino-influencers-a-rich-and-jazzy-life-video/ In this Influencer Interview Series: Slots, Table Games, and Video Poker Channels as well as Casino Tips, Insights and Tours are breaking stride in Casino space. Influencers are using their contagious energy and unique personalities to showcase gaming to their audiences. Areas discussed: -Influencer Cruising -Influencer Marketing -YouTube Vlogging -Impacts of Group Cruising -Challenges of Travelling -Content Creation and Strategy

Please send us a text message to ask your questions or leave a comment!We have tried to get this interview recorded for a long time and fate put us in the same place this week for an opportunity to introduce you to a SUPER cool guy, Page McBeth the Customer Success Manager at Cellebrite. We know you will love hearing this episode nad the one to follow as we tke a dive into his lengthy and stellar career in law enforcement as well as what he is doing now for Cellebrite who we appreciate so much for the opportunity to work with them. Support the show

Join us for a conversation with Maddie Vance, Customer Success Manager at LinkedIn, as she takes us through her career journey, from landing her first job without knowing anyone to thriving in customer success. We dive into the skills needed for customer success, LinkedIn's approach to supporting creators, and how big tech companies adapt their strategies for user adoption. Maddie shares candid stories about career transitions, mental health, and finding your path. Tune in for valuable career insights and a look inside LinkedIn's CX strategy.Favorite Moments:[00:02:00] - Landing the LinkedIn Job: Maddie shares her unconventional path to getting hired at LinkedIn, landing the role without any connections. It's a great story for those navigating the job hunt and wondering how to break into competitive fields.[00:07:00] - Behind the Scenes of LinkedIn's Creator Program: Maddie dives into the program's evolution, the challenges of content creation on LinkedIn, and how the platform is supporting creators.[00:17:00] - What Customer Success Means at LinkedIn: Learn how Maddie and her team help companies optimize their use of LinkedIn products and support customer growth, providing a unique look at customer success in big tech.[00:27:00] - Skills Over Pedigree: Maddie offers valuable career advice, emphasizing the importance of focusing on skills rather than where you went to school or your past employers.[00:29:00] - Making the Most of LinkedIn's Learning Potential: Maddie discusses why LinkedIn is not just a social platform but also a space for continuous learning and career growth.--------------------------Enjoying Above the Fold? Keep the insights coming by subscribing to my newsletter, Sunday Postcards. Each week, I share tips, stories, and strategies that help you unlock the secrets to brand success. Written from my experience in the marketing world, it's your go-to source for staying ahead of the curve. Subscribe at www.sundaypostcards.co and join the community!---------------------------Connect with Jess on:LinkedIn: https://www.linkedin.com/in/jess-cervellon/ Twitter: https://twitter.com/justjessssss Instagram: https://www.instagram.com/jess.cervellon/

#updateai #customersuccess #saas #business Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates. They also discuss her innovative approaches, including multithreading customer interactions. Reanna emphasizes the critical role of persistence and strategic involvement from internal executives to connect with key stakeholders, while also adding a lighter note, on enjoying Reese's pumpkins. Plus, we'll touch on the unexpected challenges Customer Success Managers (CSMs) face in securing CEO attention and provide actionable strategies for building long-term executive relationships. Timestamps 0:00 - Preview, BS & Intros 8:53 - Stepping in to level up CS initiatives 12:29 - Customer feedback & internal data 15:40 - Service Levels for different customers 18:40 - Ongoing process of cultivating successful business partnerships 22:20 - Difficulties CSMs face in getting CEO attention 25:20 - Strategies to get the executive buy-in to facilitate customer interactions 28:10 - Importance of multithreading approach 29:00 - Setting realistic expectations for executive relationship-building 31:27 - Communicating the importance of tracking & maintaining data ___________________________

In this first part of the DroneCast episode, host Joe Kearns speaks with Coitt Kessler, a veteran firefighter and Customer Success Manager at DroneSense. They discuss the evolution of drone technology in firefighting, the challenges of implementing drone programs, and the multifaceted applications of drones in public safety.

#updateai #customersuccess #saas #business Josh Schachter (UpdateAI) and Kristi Faltorusso (ClientSuccess) are joined by Andrew Gaer, Senior Director of Customer Success, and Sean Andrews, VP of Global Customer Success at Bluebeam. In this episode, they explore Bluebeam's journey transitioning from a desktop application to a cloud-based SaaS model, focusing on the intricate details of customer success, internal team support, and transition challenges. They also discuss how Bluebeam leverages AI to enhance product functionalities while minimizing user disruptions and delve into the dynamics of community engagement and feedback for better customer satisfaction. Plus, there's a sprinkle of light-hearted banter and a playful detour into the world of fast food! Timestamps 0:00 - Preview, Intros & Del Taco 7:30 - Transition from desktop applications to SaaS 10:30 - Challenges and Successes of Transitioning into a SaaS model 18:15 - Approach to Customer Enablement & CS 25:23 - Measuring and analyzing KPIs for customer success 35:20 - For your customers -- You are an expert on your product 38:50 - AI Integration and Product Enhancements ___________________________

Are you feeling stuck in a certain sector in your CS career? If you are ready to grow your Customer Success Manager career in a different industry, I will show you how. I am sharing with you five game-changing strategies that can help you make a successful industry switch. From leveraging even the smallest relevant experiences to crafting a foolproof plan for getting up to speed, these actionable tips can open doors to new opportunities.So, if you are ready to bring the joy back into your career with an industry change, this is the episode for you.

Career and technical education (CTE) can transform the workforce landscape. Teaching workforce specific skills helps learners find a career specific pathway that leverages their passion and talents. But how can you get others in your school, community, and beyond to see the value of CTE?  We sat down with Jennifer Stubblefield to discuss how you can advocate for your CTE program. A 27-year veteran of a Business Education classroom in Kentucky, Jennifer Stubblefield specializes in teaching courses that lead to industry certifications. Her classroom efforts have led to the development of an award-winning, public high school program that is recognized on the state and national levels for outstanding achievements and high rates of success on state-mandated business education tests and industry certification exams.  Jennifer is a frequent speaker at conferences both in the educational and corporate arenas, where she is known for her high-energy, interactive, and motivational workshops. She loves to "train the trainer" and can also be found in her local community training small businesses in the areas of soft skills, technology, and digital literacy foundations. After retiring from her classroom position, she accepted a position as the Customer Success Manager for Certiport where she works with teachers across the U.S. as they strive to develop certification programs in various areas. In this episode, Jennifer shares how you can get students, parents, community members, and your administration excited about CTE. We also discuss the importance of connecting with local businesses, and how you can secure the funding you need for your classroom. In her trademark frank and fun way, Jennifer will help you see just how amazing your program can be if you just infuse it with a little energy and effort.  Learn more about the value of CTE on the Certiport blog: https://certiport.pearsonvue.com/Blog/2023/May/Promoting-the-Value-of-CTE.  Ready to learn more or looking for additional advice? Connect with Jennifer via email: jennifer.stubblefield@pearson.com.  Connect with your fellow educators, like Jennifer, in our CERTIFIED Educator Community here: https://www.linkedin.com/groups/8958289/. Don't miss your chance to register for our annual CERTIFIED Educator's Conference here: https://certified.certiport.com/.

#updateai #customersuccess #saas #business This week Jon Johnson (UserTesting) & Josh Schachter (UpdateAI) are joined by Parul Bhandari (CustomerXSuccess), Lawrence Waldman (Exegy), and Jenny Calvert to advocate for a proactive, strategic approach to customer management. Throughout this conversation, our guests highlight the importance of internal alignment, strategic planning, and a holistic approach to customer success—all aimed at fostering sustainable growth and alignment with long-term business objectives. So, sit back, relax, and join us as we unearth valuable insights and actionable strategies to elevate your customer success efforts. Timestamps 0:00 - Preview & Intros 3:42 - Defining success for a customer 6:20 - Applying past playbooks in new organizations 12:02 - Adopting a 360-review approach for a holistic view of problems 15:00 - Necessity to ensure there is "Product-Market fit" 17:45 - Customer Success is HARD 21:45 - Understanding Customer Success Problems and Root Causes 27:14 - Adjusting Prices and Market Realities 31:18 - Aligning sales pitches with actual product capabilities 32:23 - Forecast customer outcomes and strategically manage accounts 35:52 - Frustration about end-of-quarter exceptions and paperwork 39:45 - First move after joining a new organization ___________________________

If you are ready to propel your Customer Success Manager career, you would know that data is the key. But what do you do if you feel held back regarding metrics, data, and numbers based on what your company shares with you? Then I've got you covered. In this episode, I'm breaking down exactly what data points and metrics you should be tracking to grow your career in Customer Success. Whether you have to DIY it or you have access to the data, I'll share the data that hiring managers want to hear. If you are ready to start leveraging metrics to grow your Customer Success career, then this is the episode for you.

#updateai #customersuccess #saas #business In this podcast episode, Arit Nsemo (Senior Director of Customer Success at SearchSpring) joins hosts Josh Schachter (Founder & CEO, UpdateAI) and Kristi Faltorusso (CCO, Client Success) to share how she navigates the challenges of proactive customer risk management and managing interruptions to boost productivity for CSMs. She also discusses her experience at CS100. Timestamps 0:00 - Preview, BS & Intros 3:00 - Experience at CS100 9:00 - Arit talks about her presentation at CS100 12:30 - Learn about Searchspring & Arit's role 15:00 - Predicting customer risks manually to enable future automation 18:57 - Using customer data to draw insights 21:15 - Customers inquire about AI but lack specifics 23:45 - Kristi's inquiry about scaling manual processes for insights 27:35 - Getting CSMs aligned to the eagle view 29:45 - Dealing with cross-functional requests & demands 31:58 - Evolution of Kristi's leadership style 34:09 - CSMs are busy serving others ___________________________

He also shares Carta's strategies for predicting customer churn through data analysis, the challenges of maintaining effective prediction models, and the shift toward actionable data triggers. Daniel discusses the importance of customer education via webinars, training programs, and video tutorials, alongside strategies for navigating market conditions and IPO readiness. The episode also explores AI's future role in predictive analytics and customer health, highlighting how ongoing education and internal enablement are crucial for CSMs. Lastly, Jon and Daniel examine the impacts of market consolidation and M&A trends on customer churn, offering valuable insights for businesses looking to enhance their customer success initiatives. Key Takeaways: - Understanding customer life cycles is essential for effective engagement. - Constraints can drive innovation within customer success strategies. - Structured communication and targeted plays fuel upselling and retention. - Predictive analytics and AI are transforming customer health insights. - Ongoing education and certification are vital for CSM effectiveness. - Market trends significantly influence customer churn dynamics. Tune in for a wealth of knowledge on how to elevate your customer success strategies and adapt to evolving market landscapes! Timestamps 0:00 - Preview, Meet Daniel 2:05 - Introduction to Carta & its mission 7:53 - Understanding core components of Customer Success & the venture lifecycle 13:00 - Efforts to ensure customer engagement and education 17:00 - Navigating a sticky product amidst challenging market conditions 24:00 - Mergers and acquisitions lack transparency and clarity 28:15 - Gathering customer insights using data, liquidity triggers 35:10 - Identifying moments to ensure customer success 41:50 - Closing ___________________________

#updateai #customersuccess #saas #business Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Palat, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections. Ziv explains how focusing on key stakeholders, using tools like Gong for actionable insights, and employing a manual scoring system can enhance relationship management. He also discusses scenarios where rule-based systems can be more effective than AI, and how to rank opportunities based on user engagement and decision-making influence. Additionally, Ziv shares his thoughts on long-term employee retention, tackling global business challenges, and strategies for managing crises, drawing from his extensive experience at AppsFlyer. Timestamps 0:00 - Preview & Intro 2:20 - Jon is healing, recovering, recharging 7:25 - Meet Ziv 10:52 - Balancing business responsibilities amid ongoing war challenges 14:40 - Teamwork boosts motivation and productivity 20:59 - Balancing business goals with employees' personal challenges 26:05 - Planning 2025 growth, maximizing efficiency, leveraging AI. 28:31 - Here's what every CSM needs from AI 31:10 - Evaluating relationships to maximize business growth 35:35 - Customers remember onboarding experiences vividly 37:40 - AI as a laser pointer for focus 38:38 - How is AI helping customer success 44:25 - Using AI to enhance strategic customer success outcomes 47:03 - Feedback from experienced leaders empowers niche strategies 50:15 - AI aids in customer strategy and revenue growth ___________________________