Podcasts about customer success team

Are you earning more than you were five years ago but still don't feel better off? You might be experiencing 'lifestyle creep'. The subtle way spending expands to quietly swallow every pay rise, bonus, and promotion. From Ocado upgrades and subscription sprawl to beauty routines that keep growing, lifestyle creep is surprisingly easy to fall into and remarkably hard to spot. Join our host, Philippa Lamb, and our expert panel as they discuss how to identify, resist, and even reverse lifestyle creep: Content Creator, Clare Seal; Co-Founder and CEO of Emma, Edoardo Moreni; and Head of Customer Success Team at PensionBee, Alex Langley.   Episode breakdown 01:38 What is lifestyle creep? 05:23 Trigger points and the psychology of spending more 09:41 Supermarket upgrades and the subscription trap 13:17 Being intentional and auditing your spending 16:05 The real pension cost of lifestyle creep 19:20 How to cut back without making life miserable 21:31 Building resilience and talking about money 26:12 Budgeting frameworks and tools that work   Further reading, listening and watching To learn more about lifestyle creep and how to manage your money, check out these articles, podcasts and videos from PensionBee: E37: The easiest way to retire with more money (Podcast) 50-30-20: How the budgeting 'rule of thumb' is changing in the face of the cost of living crisis (Blog) How much should I pay into my pension? (Article) Six ways to put together your emergency fund (Blog) The power of 1%: how small pension increases can make a big difference (Blog) What is compound interest? (Video) Increasing your pension contributions (Video)   Other useful resources Compound Interest Calculator (The Calculator Site) Pension Calculator (PensionBee) Subscription service statistics (Finder) The Retirement Living Standards (Pensions UK) The Cost of Disengagement (PensionBee) UK financial outlook 2026 (YouGov)   Catch up on the latest news, read our transcripts or watch on YouTube: The Pension Confident Podcast The Pension Confident Podcast on YouTube   Follow PensionBee (@PensionBee) on TikTok, YouTube, Instagram, LinkedIn, Facebook, X and Threads. Follow Clare Seal (@clare.seal) on TikTok, Instagram, LinkedIn and X. Follow Emma App (@emma_finance) on TikTok, YouTube, Instagram, LinkedIn, Facebook and X.   Enjoying the podcast? Tell us what you think below and give us a review or rating. As always we'd love to hear your suggestions and feedback. Send us an email: podcast@pensionbee.com.

Struggling with customer churn? Your client retention strategy might be the biggest gap in your SaaS business growth.Jeff Kushmerek has spent his career scaling customer success teams — and he breaks down why SaaS onboarding best practices are the real foundation of membership retention, how to reduce churn before renewal season, and what it actually takes to improve customer lifetime value without hiring more CSMs.Whether you're in startup advice mode or scaling a $50M SaaS business, this episode is packed with actionable sales strategy and customer experience insights you can apply immediately.Watch till the end to find out how entrepreneurship and client retention go hand in hand.

What makes great home inspection software more than just technology? The people behind it. In this special edition episode, we take a closer look at Porch Group's Customer Success team and how they help home inspectors get the most value from Porch inspection software and services like Palmtech, ISN, Home Inspector Pro, and other tools like ACC and Guardian Inspection Payments used by professional inspectors across the industry. Unlike many tech platforms, Porch provides live support from real people, giving inspectors direct access to experts who understand both the software and the home inspection business. The Customer Success team helps inspectors troubleshoot issues, share best practices, and ensure they're using their tools as efficiently as possible. Porch Customer Success also provides shared company resources and account reviews, helping inspectors optimize their workflows, improve report delivery, and get the most out of the software they rely on to run their inspection businesses. If you're a home inspector using Porch software—or considering it—this episode explains how dedicated customer success support can improve your efficiency, reduce frustration, and help you grow your inspection business. Topics Covered: - Live customer support for home inspectors - Porch Group inspection software services - Palmtech and ISN support resources - How customer success teams help inspectors optimize their tools - Software training and account reviews for home inspection businesses

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

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial confidence among CSMs, and effective training strategies that can transform customer success into a revenue-driving function. Anika emphasizes the need for practical, hands-on training that equips CSMs with the skills to handle objections, multi-thread accounts, and demonstrate value in every customer interaction. The episode concludes with a call to action for leaders to invest in their teams' growth and capabilities.Chapters00:00 The Importance of Customer Success Investment02:41 Common Pitfalls in Customer Success Training06:01 Building Commercial Confidence in Customer Success08:50 Effective Training Strategies for Customer Success11:37 Transforming Customer Success into a Revenue Driver14:57 Practical Workshops for Customer Success Teams17:51 The Role of Templates and Frameworks20:43 Handling Objections and Multi-threading Accounts23:54 Investing in Customer Success for Future Growth26:43 ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) 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

In this special bonus episode, Megan Yagoda Kaplan, Senior Vice President of Customer Experience at Actabl, explains how hotel leaders can unlock performance from technology by partnering with customer success teams. With a background in consulting and a team of former hoteliers, Megan shares how Actabl helps operators align tech adoption with strategic goals and measurable outcomes. This episode shows why customer success is the key to driving real results in hospitality today.Links:Request a conversation with ActablStory: Hotel Equities Invests in the Actabl Platform to Scale with PurposeStory: How Commonwealth Hotels Connected Labor and Finance to Drive Profitability Across Its Portfolio A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

How do you balance AI driven customer success with human authenticity? In this episode of Your AI Injection, host Deep Dhillon chats with Zach Hawley, CEO and founder of Steerco Analytics, about how AI is helping take the pressure off of increasingly overwhelmed customer success teams. Zach reveals why many teams have drifted from their original mission of driving long‑term value to chasing quicker upsells, due in part to their overwhelming workload. The two examine how Steerco's AI tools could transform the CS role entirely: when machines handle all the reporting and data analysis, what becomes the unique human contribution? Tune in to discover how AI might not just save your drowning customer success team, but fundamentally transform the human-centered discipline into something more authentic and strategic.Learn more about Steerco Analytics here: https://www.getsteerco.com/and Zach here: https://www.linkedin.com/in/zach-s-hawley/And check out some of our related episodes:Embracing AI in Business: Navigating Misconceptions and Implementation Hurdles with Elise OrasRevolutionizing Customer Service with an AI-Powered Virtual ConciergeTransforming Workforce Management with AI and People Analytics with Adam Binnie

In this episode, Anika Zubair discusses the challenges of scaling customer success teams without losing sight of customer value with guest Saahil Karkera. They explore the importance of understanding customer value, the need for continuous engagement with customers, and the significance of personal relationships in customer success. Sahil shares insights from his experience in scaling CS teams in SaaS companies and emphasizes the need for ongoing conversations to define and deliver value effectively. In this conversation, we explore the intricacies of customer success management, focusing on strategies for effective engagement, the balance between hiring and optimizing processes, and the role of AI in enhancing customer experiences. The discussion emphasizes the importance of collaboration across teams, learning from past mistakes, and the future direction of customer success towards hyper-personalization and value delivery.Enter the Planhat Giveaway!Win an all-expenses-paid trip to Planhat Open: www.planhat.com/giveawayChapters:00:00 Introduction 12:32 Defining Customer Value 24:39 Building Personal Relationships in CS 26:40 Navigating Customer Engagement and Progress Tracking 29:07 Optimizing Customer Success Management Without Overwhelm 32:02 Hiring vs. Optimizing: Balancing Resources in Customer Success 37:04 Leveraging AI for Enhanced Customer Success 41:00 Learning from Mistakes: Collaborating Across Teams 43:47 The Future of Customer Success: Hyper-Personalization and ValueConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Saahil Karkera :https://www.linkedin.com/in/saahilkarkera/CS Connect: https://www.joincsconnect.com/Saahil Karkera is a Customer Success leader with 9 years of experience scaling and transforming CS teams in Seed to Series A/B SaaS companies. He took an unconventional path to Customer Success, starting in Enterprise Sales at a startup that was later acquired by one of its customers. Since then, he has built and scaled three high-performing CS teams, with a deep focus on driving retention, expansion, and operational efficiency.Beyond his CS leadership role, Saahil is the founder of CS Connect—a no-fluff, results-driven community for Customer Success leaders navigating the chaos of SaaS startups. His mission? To arm CS leaders with the tools, knowledge, and network to turn CS into a scalable revenue driver rather than just a support function.When he's not optimizing CS strategies, you'll find him spending time with his two young children, Mae and Colin.Music by AudioCoffee: https://www.audiocoffee.net/

#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 ___________________________

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

In this episode, John Kaplan and John McMahon are joined by Sasha Anderson, Global Head of Customer Success at Canva and customer success management (CSM) expert to explore the evolving role of CSMs in sales organizations. The discussion covers whether CSMs should be more commercially focused or technical, based on product complexity and pricing models. Sasha emphasizes the importance of driving customer value and usage, especially in consumption-based models where revenue is tied to product usage. The conversation also delves into the challenges of specialization, the need for alignment between sales and CS teams, and the importance of performance metrics and operating rhythms. Practical advice is provided on building a high-performance culture within CSM organizations. This episode is a must-listen for leaders aiming to optimize their customer success strategies.Tune in and learn more on this episode of The Revenue Builders Podcast.ADDITIONAL RESOURCESConnect and learn more about Sasha Anderson: https://www.linkedin.com/in/sasha-b-anderson/HERE ARE SOME KEY SECTIONS TO CHECK OUT[00:00:43] The Evolution of the CSM Role[00:01:32] Commercial vs. Technical Focus for CSMs[00:02:22] Impact of Consumption-Based Models[00:04:30] Challenges and Strategies in CSM[00:08:47] The Shift from Customer Support to Business Partner[00:11:13] Aligning CS with Revenue Goals[00:16:55] Building Strong Relationships Between CS and Sales[00:19:42] The Importance of Customer Engagement Models[00:28:58] Aligning Sales and Customer Success[00:31:18] The Importance of Specialization[00:31:55] Pros and Cons of Specialization[00:34:52] When to Consider Specialization[00:38:11] Performance Management in Customer Success[00:46:51] Building a High-Performance Culture[00:48:55] Operating Cadence in Customer SuccessEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0HIGHLIGHT QUOTES[00:28:47] "Tight handoffs are so important...if you don't understand that there's a competitor sitting right there that understands it and they're willing to take advantage of that opportunity."[00:49:21] "The whole point of the operating cadence is a couple different things: everyone should know what's expected on them on what cadence too."[00:52:12] "If you want one of these roles in CS, in today's environment, you better know how to communicate up."[00:53:28] "As a CS leader, you're responsible for owning the narrative with your C suite, with your customers, with your board about what's happening in the business. And if you don't own the narrative, somebody else is going to own it for you."

Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend.In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams.We then discuss the strategies and benefits of hiring industry experts to enhance customer experience, and the practical steps Szuyin took to implement these practices at LogicGate and Transcend.Mentioned ResourcesTranscendPavilion Sales Assembly LogicGate PwC Notion Gong    UserGems Bose Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Elinor is definitely driven professionally and personally. She's been studying, exploring and researching how or why she feels as though she had lost her true self, and now she's doing something about it. She's written several books, won many awards for her approach and understanding of bringing "the best of you" forward and getting the best payoff possible.  This approach has helped many  personally, which in turn has helped them professionally.There's no doubt about it, Elinor and her mother, have lots of issues, as do many  sons and daughters. Elinor explained how her mother's love came with "strings attached and/or waiting for the other shoe to drop." It started when Elinor was very young, four years old, and she realized that she was unable to speak her truth. She became the martyr always trying to save her mother.Through hypnosis, and an analysis of  her female  lineage from her mother's side of the family, she came to understand that "they had forgave their desires and they had all forgone their dreams and my guest didn't want to continue down this spiral. She wanted to break this chain and be a spirited, wise and inspirational voice for others.Lots more to this story and you're able to learn more from Elinor on her podcast, Deconstructing YOU.  In 2025, "Powerhouse In Prison" Elinor's next book will be published and she goes into details about "the mental shackling that diminishes the experience of yourself and how that plays out. When you break the ceiling, the walls come caving in."  She admits, "she had to break down to break out."Hope you enjoy this conversation. Please like and leave a review on Apple podcasts, YOUTUBE or where ever you listen.Customer Success Team:elinormoshe.comDiscover MoreLINKEDIN: - elinor-moshehttps://www.linkedin.com/in/elinor-moshe/INSTAGRAM:https://www.instagram.com/elinormoshe_YOUTUBE:https://www.facebook.com/theconstructioncoachaus "Should Have Listened To My Mother" is an ongoing conversation about mothers and the roles they play in our lives. And my guests answer the question, 'are you who you are today because of, or in spite of, your mother'? You'll be amazed at what the responses are."Should Have Listened To My Mother" would not be possible without the generosity, sincerity and insight from my guests. In getting ready to launch my podcast, so many were willing to give their time and share their personal relationships with their mother.Some of my guests include Baritone Singer Christopheren Nomura, Pulitzer Prize Winning Journalist Tim Wacker, Activist Kim Miller, Freighter Sea Captain Terry Viscount, Film Production Manager Peg Robinson, Professor of Writing Montclair State University Dr. Bridget Brown, Tammy Steckler, attorney and family advocate @CUNY Law; NYC First Responder/NYC Firefighter Mark Heingartner, Child and Adult Special Needs Activist, Maryellen Valyo Cole and Roger Evens, Property Manager in New Jersey and so many more talented and insightful women and men.I've worked in the broadcasting industry for over four decades. I've interviewed so many fascinating people including musicians, celebrities, authors, activists, entrepreneurs, politicians and more.A big thank you goes to Ricky Soto, NYC based Graphic Designer, who created my logo for "Should Have Listened To My Mother".Check out my website for more background information: https://www.jackietantillo.com/Or more demos of what's to come at https://soundcloud.com/jackie-tantilloFind audio versions of the podcast here: https://shltmm.simplecast.com/Spotify Link: https://open.spotify.com/show/60j14qCcks4AP3JUrWrc2MLink to website and show notes: https://shltmm.simplecast.com/ Spotify Link: https://open.spotify.com/show/60j14qCcks4AP3JUrWrc2M Apple Podcasts Facebook:Should have listened to my motherJackie TantilloInstagram:Should have listened to my motherJackietantillo7LinkedIn:Jackie TantilloYOUTUBE:Should have listened to my mother

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

47e6GvjL4in5Zy5vVHMb9PQtGXQAcFvWSCQn2fuwDYZoZRk3oFjefr51WBNDGG9EjF1YDavg7pwGDFSAVWC5K42CBcLLv5U OR DONATE HERE: www.monerotalk.live/donate or get Monerotopia24 tickets here: monerotopia.com Speaker: Grafton Clark (Head of Customer Success Team, SatoshiLabs) Links: https://satoshilabs.com https://linkedin.com/in/graftonclark Watch on YouTube (https://youtu.be/s8GdZq2TZ_A) TELEGRAM: https://t.me/monerotopia MATRIX: https://matrix.to/#/%23monerotopia%3Amonero.social MoneroTopia23 Confer Vids: ODY: https://odysee.com/@MoneroTalk:8/Monerotopia23:8 TY: https://youtube.com/playlist?list=PLfJ_JjSwYaa810CWboNcPX7cY-JYEWo-4 A SUPER Thank you to CakeWallet.com and Monero.com for being the Main Stage Sponsor! https://twitter.com/cakewallet https://twitter.com/monerocom ITUNES: https://apple.co/34W7FVp SPOTIFY: https://spoti.fi/2t1y9b4 STITCHER: https://bit.ly/2tUcIck ODYSEE: https://bit.ly/3bMaFtE WEBSITE: https://www..Monerotopia.com CONTACT: monerotopia@protonmail.com Mastedon: @Monerotopia@mastodon.social TWITTER: https://twitter.com/monerotopia INSTAGRAM: https://www.instagram.com/monerotopia/ DOUGLAS: https://twitter.com/douglastuman SUNITA: https://twitter.com/sunchakr

Kendyl Campbell , a director of strategic partnerships, emphasized the importance of bridging the information gap between companies, field operations, and financials. She highlighted the potential for cost savings by integrating systems to eliminate the information gap and shared her role in creating the "Dirty Boot Show" podcast, aiming to connect the construction industry and share insights. Kendyl also expressed professional admiration for Sarah Blakely, founder of Spanx. Kendall Campbell spent many years in and around the construction industry before joining Assignar in 2020, implementing dozens of strategic enterprise accounts with complex integrations. She quickly rose through the ranks to lead the Customer Success Team in 2022 before becoming Director of Strategic Partnerships. Currently, Kendy is helping sell value across complex software ecosystems, ultimately solving the information gap between companies' field operations and financials-- selling some of our largest deals globally. Kendyl was awarded the 2022 Customer Custodian Award in North America, and she can now be heard as one of our hosts on Assignar's The Dirty Boots Show.

Ensuring nonprofit customers maximize the value of their software investment.SHOW NOTESTechnology permeates our lives, connecting us to the world and one another. For nonprofits, technology serves as a vital conduit for fostering connections between their mission and their donors. While technological advancements have significantly accelerated in the nonprofit sector over the past decade, the pace of innovation shows no signs of slowing.Nonprofits are focused on navigating this landscape, conducting thorough research, assessing solutions, and updating their tech infrastructure to remain competitive. Yet, the journey doesn't end once the technology is adopted. Software companies have an important role beyond implementation; they must support their customers in optimizing the value of their software investment. This is the true meaning of customer success.Meet Customer Success Managers Ashley Sanregret and Ryan Love. They know a thing or two about nonprofit success having come from organizations like Big Brothers Big Sisters and Make-A-Wish. Their passion, empathy, and leadership drive the service and support they deliver to their customers. Fueled by creativity and determination, they are committed to helping customers achieve fundraising success, serving as their greatest cheerleaders.Tune in to discover their journey to OneCause, their strong collaborative spirit, as well as their pride and humility. Learn about their innovative ideas for maximizing the potential of the OneCause Fundraising Platform. Plus, find out how Ryan met the show's host! With Ashley and Ryan committed to fundraising success, OneCause customers are in excellent hands.In this episode:Explore Ashley and Ryan's favorite features of the OneCause Fundraising PlatformDive into inspiring customer success stories shared by Ashley and RyanDiscover unique and innovative ways OneCause software is being deployedLearn about actions that OneCause customers should be taking but might be overlooking

This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves are mainly focused on 1:1 programs while the 3rd is all about scaling. However, in this state of moving away from 1:1 towards a more scaled focus, we need to add roles from the 3rd wave much sooner int the process. Learn more about setting your 2024 team and plans up for the best possible outcome. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

A company-wide commitment to customer success is essential for your business. But remember: it starts with you. In this solocast, Jim Barnish gets into actionable strategies for growth-stage companies building their first customer success team. Some of what Jim gets into: When A Company Scales, Sometimes Customers Get Left Behind: Problematically, many growth-stage companies prioritize acquiring new customers over customer success. They invest heavily in marketing and sales, yet overlook their legacy customers. While initially fruitful, this approach often overlooks the long term value of nurturing and retaining your customers. Hire Someone Who Knows Their Sh!t: To start building your customer success team right, be sure to hire a leader who knows the distinctions between the following: customer success, customer support, and sales. These functions seem similar, yet they have vastly different goals. Customer Metrics Are Your Roadmap to Success: It's crucial that you track metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT). These metrics are vital in understanding if your product/service is resonating with customers, and if your customers are satisfied. About The Dirt Podcast The Dirt is about getting real with businesses about the true state of their companies and going clear down to the dirt in solving their core needs as a business. Dive deep with your host Jim Barnish as we uncover The Dirt with some of the world's leading brands.If you love what you are getting out of our show please subscribe.For more information on how we dig into the dirt check out our other episodes here: https://www.orchid.black/podcastAbout Our CompanyOrchid Black is a new kind of growth services firm. We partner with tech-forward companies to build smarter, better, game-changing businesses. Website: https://www.orchid.black LinkedIn: https://www.linkedin.com/company/orchidblack/ YouTube: https://www.youtube.com/@OrchidBlack All contents of this show are rights of Orchid Black©️ and are not to be used unless authorized by written consent.

Personio ist in den letzten Jahren unfassbar schnell gewachsen. Doch wie hat das Team um Mitgründer und COO Jonas Rieke das geschafft? Wir schauen auf das Erfolgsrezept – und welche Rolle Customer Success dabei gespielt hat. ALLES ZU UNICORN BAKERY:https://zez.am/unicornbakeryWas du lernst:Als Startup Vertrauen bei großen Kunden aufbauenWie wird man ein guter COO?Wie priorisiert man als Startup Customer Needs in der Produktentwicklung? Wie baut man das Customer Success Team auf und wie definiert Personio überhaupt Customer Success?Jonas Rieke, PersonioLinkedIN: https://www.linkedin.com/in/jonasrieke Personio: https://www.personio.com/ WHATSAPP NEWSLETTER:1-2x wöchentlich bekommst du eine persönliche Sprachnotiz oder Inhalte von mir, die dich zu einem besseren Gründer machen, melde dich jetzt mit einem Klick an: https://bit.ly/ub-whatsapp-newsletter (00:00:00) Was macht das mit dem Gründer, wenn von außen zwanghaft nach negativen Schlagzeilen gesucht wird?(00:05:32) Welche Rolle spielt Profitabilität für euch?(00:08:49) Was hat euch als Firma wachsen lassen & was waren eure größten Learnings zu Pricing und Packaging?(00:16:09) Wie sucht ihr passende Leute für Executive Positionen?(00:24:09) Wie bist du über die Jahre ein guter COO geworden und welche Entwicklung war dafür nötig? Welche Hebel sind als COO am größten?(00:29:52) Was gehört für dich zu Customer Success dazu?(00:35:02) Wie habt ihr anfangs Customer's Needs priorisiert?(00:40:52) Welchen Kunden macht ihr was möglich?(00:43:35) Mythen zum Customer Success Hosted on Acast. See acast.com/privacy for more information.

In this STtalks episode, we sit down with Justin Fix, AcuFast Director of Customer Success to discuss the vision behind AcuFast and how their Customer Success Team helps their producers achieve their own goals.

Gallup studies show that 82% of B2B customers are indifferent, disengaged or actively looking to replace a vendor. Yet, many companies still put a greater emphasis on building a pipeline vs. protecting and expanding key accounts.In this podcast, customer success expert, Kristi Faltorusso, joined Kristina Jaramillo to discuss the state of customer success and how account retention and expansion is an organization-wide issue. 

Competition is fierce in an overloaded world of endless platforms, solutions, apps, and more. So our reputation holds immense importance as it can make or break the success of our businesses. Helping to elevate the reputation of your apps is AppFollow. Karen Taborda, Customer Growth Team Lead, joins us to discuss the company's mission and services. AppFollow is an integrated service for app developers and marketers, focusing on app review management, app store optimization, and providing actionable insights for product managers. AppFollow serves clients across all industries, including companies like Meta and their apps such as Facebook and WhatsApp. AppFollow has implemented a range of growth initiatives to expand its reach and cater to potential clients. Their website plays a pivotal role in drawing in leads by providing a user-friendly platform that simplifies the complex nature of app solutions. With a strong focus on search engine optimization (SEO), AppFollow generates informative and valuable content, including webinars and case studies, to engage with its audience. By collaborating with both the Customer Success Team and the marketing team, they ensure the delivery of insights on optimizing experiences, their platform, and services. Additionally, AppFollow leverages community channels and social media platforms to enhance their visibility. 

In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time. Josh and James discuss:   Evolution of the Customer Success Department at BrazeImportance of specialization in roles and incentive plans tailored to specific rolesMonitoring teamwork through showcases, analytics, and ops teamImportance of personalization and real-time communicationRole of Leadership in career growth

Welcome to season 2 of the This is Growth Podcast! In Season 1 we got to know 9 people that built successful careers in Customer Success. For Season 2 we are shifting gears. The goal of season 2 is to help Customer Success leaders unlock the next level of performance of their Customer Success organisation. I want to help you go from Customer Success to Efficient Customer Success and then reach the holy grail of a truly Scaled CS organisation. These will be a series of conversations with the experts, the people who have been there and done that. Each episode will be packed with tips, honest discussions, and best practices that will take your team to the next level. And we want to help you do that while focusing on the most important aspect of CS: delivering customer outcomes. Get the latest podcast in your inbox by signing up for the This is Growth! newsletter at https://www.daphnelopes.com/ Music: Workday by Scott Dugdale

In this Dear Melissa segment, Melissa Perri answers subscribers' questions about how to respond when people say product development doesn't go fast enough, getting the business to understand that subject matter experts are not the same as PMS, and how to work with a customer success team. Q: I have often heard … stakeholders saying, ‘Product development doesn't go fast enough. Your product team spends too much time thinking; can we do less thinking and more doing?' This usually comes from tech leaders who are more used to IT as a service, and salespeople who always feel we are one feature away from winning our new client. I have learned that trying to evangelize about product discovery is usually a lost battle. …Sometimes discovery, once done, looks obvious and when we avoid the risk, it's hard to prove. …Also, sometimes product people get too deep into discovery, try to validate too many hypotheses. …What do you think here? A: This is a great question and something I do run into a lot with companies. I have also been in the position where people are like, ‘Oh, we don't need discovery or we don't need to do that.' I have realized over time that there is a balance. Here's one thing that might actually help you in this situation. Q: How do you shift the business perspective when they tend to view a subject matter expert as the ideal product manager? As such, the primary value they want is to write contextualized stories for the scrum team. They don't have knowledge of the rest of the discipline and don't want teammates that can go outside that box. That role is typically reserved for the business general manager who is the true CEO of the product A: People don't really understand the role of a product manager and in your case, it sounds like they are definitely operating like product owners and not full product managers. A lot of times people think that product management is like 100% subject matter expertise. …Product managers do need to have some subject matter expertise, but they don't need to have all of it. Here's what I think you should do. Q: My company operates in the B2B space and has grown a lot in a short space of time. In the early days, the product team had daily contact with our customers and dealt with all kinds of customer requests and feedback apart from commercial queries, which were handled by an account management team. As we scaled, the company has created a customer success function, as we recognize that product couldn't handle all inquiries from customers. The customer success team is great and provides fantastic insights on our customers and their needs. However, it can sometimes be difficult to tell where to draw the line and responsibilities of the teams. What is the best way for us to work together collaboratively but with clear distinction of responsibilities?  A: Customer success is the nature of a growing team. You'll always have some kind of customer success, sales team, account management, all that wonderful stuff in a B2B space as you grow. And those teams are actually gold. You know why? Because they deal with all the customer inquiries, all the questions that you can't deal with as you start to scale and as you come up with more and more things that you need to build. Here's what I would do to solidify the team, so everyone knows what is and isn't their responsibility. Resources Melissa Perri on LinkedIn | Twitter MelissaPerri.com | CPO Accelerator

In this Dear Melissa segment, Melissa Perri answers subscribers' questions about how to respond when people say product development doesn't go fast enough, getting the business to understand that subject matter experts are not the same as PMS, and how to work with a customer success team. Q: I have often heard … stakeholders saying, ‘Product development doesn't go fast enough. Your product team spends too much time thinking; can we do less thinking and more doing?' This usually comes from tech leaders who are more used to IT as a service, and salespeople who always feel we are one feature away from winning our new client. I have learned that trying to evangelize about product discovery is usually a lost battle. …Sometimes discovery, once done, looks obvious and when we avoid the risk, it's hard to prove. …Also, sometimes product people get too deep into discovery, try to validate too many hypotheses. …What do you think here? A: This is a great question and something I do run into a lot with companies. I have also been in the position where people are like, ‘Oh, we don't need discovery or we don't need to do that.' I have realized over time that there is a balance. Here's one thing that might actually help you in this situation. Q: How do you shift the business perspective when they tend to view a subject matter expert as the ideal product manager? As such, the primary value they want is to write contextualized stories for the scrum team. They don't have knowledge of the rest of the discipline and don't want teammates that can go outside that box. That role is typically reserved for the business general manager who is the true CEO of the product A: People don't really understand the role of a product manager and in your case, it sounds like they are definitely operating like product owners and not full product managers. A lot of times people think that product management is like 100% subject matter expertise. …Product managers do need to have some subject matter expertise, but they don't need to have all of it. Here's what I think you should do. Q: My company operates in the B2B space and has grown a lot in a short space of time. In the early days, the product team had daily contact with our customers and dealt with all kinds of customer requests and feedback apart from commercial queries, which were handled by an account management team. As we scaled, the company has created a customer success function, as we recognize that product couldn't handle all inquiries from customers. The customer success team is great and provides fantastic insights on our customers and their needs. However, it can sometimes be difficult to tell where to draw the line and responsibilities of the teams. What is the best way for us to work together collaboratively but with clear distinction of responsibilities?  A: Customer success is the nature of a growing team. You'll always have some kind of customer success, sales team, account management, all that wonderful stuff in a B2B space as you grow. And those teams are actually gold. You know why? Because they deal with all the customer inquiries, all the questions that you can't deal with as you start to scale and as you come up with more and more things that you need to build. Here's what I would do to solidify the team, so everyone knows what is and isn't their responsibility. Resources Melissa Perri on LinkedIn | Twitter MelissaPerri.com | CPO Accelerator

Are you efficient at work?   In this episode of The Closing Table podcast, our Customer Success Team provides you with 3 tips to make you a better multi-tasker. They also share common productivity and time-management tips that don't work and explain why.   What we discuss:   02:21: Tips to make you a better multi-tasker 02:47: Tip #1: Making a high-quality to-do list 04:49: Tip #2: Do not let everything live in your head 08:40: What doesn't work for multi-tasking?   Get 30 days free of ProDeal here. Be sure to follow us on LinkedIn.

How do you deal with difficult people at work?   In this episode of The Closing Table podcast, our Customer Success Team provides you with 3 tips for dealing with difficult people in commercial real estate. They also share the benefits of adopting these tips and how they can easily be transferred to other industries.   What we discuss:   02:36: Tip #1: Don't take it personally. 06:22: Tip #2: Develop relationships to be on their soft-side 09:52: Tip #3: Be on top of your work 13:25: What are the benefits of adopting these tips?   Get 30 days free of ProDeal here. Be sure to follow us on LinkedIn.

Does your service offering serve your community?   In this episode of The Closing Table podcast, our Customer Success Team chats with ProDeal's CEO, Andrew Damico. We chat about the challenges commercial real estate deal teams are facing in this day and age, what ProDeal is doing to meet deal teams' needs, and how ProDeal will be expanding in the near future.   What we discuss:   01:12: Why did Andrew choose the commercial real estate software industry? 04:27: Which challenges are deal teams facing these days? 06:12: How secure are the tools that most deal teams use? 10:20: How can ProDeal expand its usage to more teams?  17:25: What is Andrew most excited about for ProDeal's future?   Get 30 days free of ProDeal here. Be sure to follow us on LinkedIn.

Wonder where to shift your focus when your influx of deals slows down?   In this episode of The Closing Table podcast, our Customer Success Team share their top 3 takeaways from the Commercial Real Estate Finance Council conference they attended in Miami. Kimberly also shares her own personal takeaway from the conference.    What we discuss:   00:51: About the Commercial Real Estate Finance Council conference in Miami 02:49: Takeaway #1: Conscious optimism surrounding the real estate industry 05:44: Takeaway #2: There is a growing interest in streamlining business processes in real estate 07:32: Takeaway #3: Focus on developping your own opinion at work to develop your career 10:45: Recap of the 3 big takeaways 11:48: Kimberly's personal takeaway   Get 30 days free of ProDeal here. Be sure to follow us on LinkedIn.

#revopswithanedge #revops #revopspodcast Bill Mahoney the Chief Customer Officer at Comply joins the SAASholes Revenue Operations Podcast with Jason Ferrara and Pete Jansons. In the opening clip Bill Mahoney talks about one of the things to watch out for in 2023 is Customers wanting to down grade our break their contracts Other Topics discussed: When Did Customer Service turn into Customer Success What Does a Chief Customer Officer do? How do you compensate a Customer Success Team? Customer Trouble Tickets are the foundation Voice of the Customer Evolution of Customer Success ever the last 20 years Success People are Teachers and helpers Customers are looking for cost certainty in uncertain times Who speaks 2nd in the Board Room? How does marketing and success work together? https://www.comply.com/ https://www.comply.com/leadership --- Send in a voice message: https://anchor.fm/saasholes/message Support this podcast: https://anchor.fm/saasholes/support

Are you the quarterback of your closing team? In this episode of The Closing Table podcast, our Customer Success Team shares their best tips on how to perform well as a Transaction Manager or to be distinguished when you are just starting out as a junior in closing deals.    What we discussed:   0:00 - Intro 2:57 - Knowing what the players do in team 5:37 - Presenting all to-dos on a silver platter 7:21 - Asking the right questions to make the process smoother 10:05 - Recap of tips for transaction managers     Get 30 days free of ProDeal here: https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

Ever wish you had a more organized and efficient way for your team to handle paperwork while closing a deal?    In this episode of The Closing Table podcast, our Customer Success Team share their experience in terms of using a data room and how it helped and may have hurt certain deals. They also share different ways you may enhance data rooms and what one can expect to find in a data room.   What we discussed:   0:00 - Intro 2:59 - How can a data room enhance a deal? 5:15 - Who usually creates the data room?  6:17 - In what way can a data room hurt a deal? 7:57 - How can you enhance an existing data room? 11:30 - How can public links can lead to problems? 12:53 - What does an enhanced data room look like?    Get 30 days free of ProDeal here: https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

Wondering how remote work will affect the Commercial Real Estate industry? In this episode of The Closing Table podcast, our Customer Success Team shares their observations and the possible trajectory of the real-estate industry in the coming years. They also talk about the industries that float and drowned during the pandemic and how it changed the view towards remote work.   What we discussed:   0:00 - Intro 2:05 - Can the real estate industry adapt with the changes brought by the pandemic? 2:43 - Industries that were gravely affected by the pandemic 5:23 - Two properties that were stable despite the pandemic 8:45 - Uptake of deals during summer this year 11:03 - Is there room for technology to push the growth of remote work? 14:23 - How the pandemic affected the real estate industry's view in terms of technology? 15:43 - Is it possible to have a full blown mandate to return to office next year?    Get 30 days free of ProDeal here: https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

In this episode of the Remote CEO Show, I had the pleasure to interview Phillip Wolf. As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data.

Can you guess what the usual due diligence issues are when closing deals? If you can, then you know how inconvenient they can be and how they can effect the deal.   In this special episode of the Closing Table, our Customer Success Team shares tips on how to handle these issues. They also talked about how to properly share and store documents and how junior and senior officers interact with these documents during the due diligence process.    What we discussed:   0:00 - Intro 1:27 - Overall due diligence organization and process 4:52 - Sharing and storing documents 9:11 - Different relationships between documents based on tenure 11:57 - Aggregating everything when closing a deal   Get 30 days free of ProDeal here: https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

Wondering how to handle multiple portfolio deals all at once? If you are, this podcast episode will give you a step-by-step guide to help you succeed.   In this special episode of the Closing Table, our Customer Success Team shares practical tips on how to effectively handle portfolio deals. We talked about setting up kick-off calls, preparing for it and lastly handling a deal checklist.    Listen to Part 1 here:   https://prodeal360.com/prodeal-team-how-to-handle-portfolio-deals-part-1/     Get 30 days free of ProDeal here:   https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360  

Wondering how to handle multiple portfolio deals all at once? If you are, this podcast episode will give you a step-by-step guide to help you succeed.   In this special episode of the Closing Table, our Customer Success Team shares practical tips on how to effectively handle portfolio deals. We talked about setting up kick-off calls, preparing for it and lastly handling a deal checklist.    What we discussed:   0:00 - Intro 0:52 - Kimberly's experience with portfolio deals 2:26 - Why scheduling and hosting a kick off call is important? 4:12: - What to prepare for a pre-kick off call? 6:13 - What should be covered during a kick off call? 8:22 - How to handle a portfolio deal checklist?    Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

Phil Weiss (VP Customer Success at CipherHealth) talks with Jeff Breunsbach about building (and keeping) a strong, healthy culture with your team especially with remote teams being the norm. They work through the 'why', and move into the 'how' with tips and examples of what works in their teams.  You can find more about Phil Weiss here --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

On this episode of Full Access meet Vice President of Customer Success, Rick Hensley and Lead Customer Success Trainer Crystal Edmonds, and get a sneak peek into some of the exciting things the team is planning for Grayshift customers soon. 

How to Organise A Sourcing Jam!   The true mission of a great recruiter is to get EVERYONE in the business operating as a recruiter; after all they are they ones with the strongest networks of relevant talent! One of the ways to activate the company 'recruiting muscle' is to organise a Sourcing Jam - a half or full day session where a department works with the TA team to dive into our professional networks, collate relevant candidate details and set about contacting them!   If you want to surge your hiring for a particular department, a sourcing jam is the way to do it.   You will learn:   - How to do you plan a sourcing jam - How to communicate the plan with the departmental head - How to encourage the shy - How to moderate the not shy(!) - What about bias? - Tools and techniques on the day - How to collect the data - What do you drive the campaign towards? - How to create a repeatable process.   All this and more with Vanessa Raath, Founder (Talent Hunter), Tereza Machackova, Head of People, Deepnote, Joey NK Koksal, Lead Tech Talent Acquisition Partner at PVH & Matthias Schmeißer, Global Director of Talent (Beamery)     Ep157 is sponsored by our buddies Bryq The workforce is changing at an exponential rate. Are you keeping up? Bryq is an award-winning Talent Intelligence solution that will transform and future-proof the way you manage your talent. Whether your goal is to eliminate bias and uncover hidden talent from the hiring process, promote internal mobility for your employees through career pathing, or to grow and cultivate your company culture through culture mapping, Bryq is able to help you create and manage teams that are more than just the sum of their parts. Book a demo with Bryq's Customer Success Team today to see just how much their science can accomplish for your organization.

At GiveGab, we know that exceptional project management and Giving Day success go hand-in-hand. In today's episode, we are thrilled to welcome two of GiveGab's talented Customer Success Team members, Laryssa Hebert—Sr. Project Manager, and Natalie Siedhof—Project Manager, as special guests to the Giving & Gabbing Podcast. Listen in as we dive into what to expect when you're matched with a dedicated Project Manager and the benefits of connecting with fundraising professionals through our exclusive Giving Day Leaders Network.

The RF-SMART Customer Success team is dedicated to helping customers find and maintain success after their go-live. This team can help customers identify processes that can be improved. They also work across the entire organization, ensuring continuous improvement for the RF-SMART product. Ryan Zisman joins Sarah Archer and Joey LaRoche to discuss ways RF-SMART customers can utilize the customer success team's services.What You'll Learn:• How the Customer Success team works at RF-SMART• What resources are offered by this team, such as webinars and workflow updates• The benefits of connecting with Customer Success on doing a health checkAdditional Resources: Email Customer Success: customersuccessoc@rfsmart.comListen to the Episode: Mobile Inventory Picking for HealthcareLearn More: Oracle Cloud Training & SupportWho You'll Hear: Sarah Archer, Podcast & Digital Media Host, RF-SMARTRyan Zisman, Manager of Customer Success, RF-SMARTJoseph LaRoche, Senior Product Owner, RF-SMART

Founders Focus is the show where we get up close and personal with the leaders of the businesses changing the way we work today Next up is Markellos Diorinos, CEO of Bryq - Is Product the best training for being a CEO of Product based business? - What do you learn in being a PM that you is useful as a CEO? - What is missing from a PM career path? - When did you realise you wanted to run a company? - When did you realise that Bryq was going to be a thing? - What do you do well as a business leader? - Can you remember a moment when you thought, this isn't happening? How did you cope? - What mental health regime do you practice? - Do you feel a CEO has to lead on values? - What are your theories on balancing diversity of views with group cohesion? - What exciting things can customers expect from Bryq this year? All this and more as we take a deep dive into the business leaders building the technology changing the way we work today. Ep26 of Founders Focus is supported by Bryq   Looking to uncover hidden talent in the hiring process?  Trying to help your current employees optimize their performance? Wanting to counter the "Great Resignation" and retain your talent?  The Bryq Talent Intelligence platform has your answers to these questions and many others. Book a meeting with Bryq's Customer Success Team today to see just how much their science can accomplish

How To Know A Good Recruiter?   Everybody is hiring for recruiters these days and - in moments of candidate shortage for recruiters - we may be tempted to say to anybody with a pulse! However, how can we tell a good recruiter apart from the others? Is there a way to do it before we actually get to see them in action?   - Red flags on candidates - Key assessment criteria - How important is prior experience (really) - How important are the recruiting stages? - How important is domain knowledge? - Junior recruiter from remote?   Lets talk about how to assess recruiters folks!   With Mark Deubels, Senior Technical Recruiter (Gitlab), Katrina Hutchinson-O'Neill, Founder (Join Talent) & Farah Kanji, Chief People Officer (Founder's Factory)   Ep142 is sponsored by Bryq   Looking to uncover hidden talent in the hiring process?  Trying to help your current employees optimize their performance? Wanting to counter the "Great Resignation" and retain your talent?  The Bryq Talent Intelligence platform has your answers to these questions and many others. Book a meeting with Bryq's Customer Success Team today to see just how much their science can accomplish

Noah Baker sits down with Customer Success Team member extraordinaire Carly Griffin. Carly provides an insider look at tech adoption in the construction industry and how to get the best buy-in to new tech from all construction team members.

In the age of hyper-growth for customer success, it is vital to have solid foundations over which you can build and expand. What are the pillars that will ensure a good alignment once your team has grown to dozens or even hundreds of people? Are these foundations the same for every company? In this episode of Gainsight Gamechangers, Henry Trevelyan Thomas, Vice President of Customer Success at Tessian joins us to chat about his blog article https://www.tessian.com/blog/building-a-customer-success-team/ (Building a Customer Success Team: 5 Pillars of Success). Henry walks us through each one of the 5 pillars: People, customer, growth, community, and product, and tells us how to implement them and whether this model could apply to other industries. Listen now to learn how getting these five principles right can skyrocket Customer Success in your business.  Jump straight into: (00:55) - Who is Henry Trevelyan Thomas and his role at Tessian - “When I joined, we were around five people sitting around one table. And we've now scaled to around 200 people split across both the US and London.” (04:40) - How to find alignment between the team, leadership, and CS - “There are so many overlaps with other areas of the organization. It can be really hard to know what you should and shouldn't be doing.” (06:11) - Pillar # 1: People & people satisfaction - “Once every one of the team starts to realize that anyone can instigate change, everyone gets with the mindset of thinking like a business owner and a leader.” (10:46) - Pillar #2: Customer Health - “Customers are only as healthy as they think they are. This is where the gut feel from the CSM really needs to come in, it requires the CSM to have great empathy and awareness of what's happening in the account.” (14:11) - Pillar #3: Customer Growth & Onboarding - “If we nail onboarding for a customer, we have so much confidence in our product and the value that it provides that we know they're going to see value in the first couple of weeks.” (18:02) - Pillar #4: Community Building - “I do think the community aspect of it and being plugged into that network is super important as well in order to help them in our world and mature their customer success strategy.” (21:22) - Pillar #5: Product Enablement - “Our customers can no longer afford to spend hours on the phone or in a meeting trying to figure out how to do a specific thing within the product. And it's on us to figure out how we remove friction.” Resources Connect with Henry via https://www.linkedin.com/in/henry-trevelyan-thomas-991a0861/ (LinkedIn) https://www.tessian.com/blog/building-a-customer-success-team/ (Building a Customer Success Team: 5 Pillars of Success) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

In this episode, Ruben Rabago (Chief Strategist, Pulse Programs) sits down with Catherine Blackmore (Global Vice President of Customer Success, Oracle) to discuss how Oracle's customer success team operates, how to incentivize your customer success team, and what Oracle is doing to increase diversity within their recruiting pipeline.

Can you name the only two customer-facing roles in your business? Your sales development team and your customer success team. But how often do they intentionally work together to better serve your clientele? While both teams are constantly in communication with your customers, they're rarely in communication with one another. This is something our team at Terminus noticed and wanted to change. Ryan Vitello is a sales development manager at Terminus who is constantly looking for new ways to bring the two customer-facing roles together. He's seen the harmony and magic that can happen firsthand. Sales development reps are the first interaction your potential customers will have with your brand. While your customer success team are those who are maintaining, nurturing, and growing those relationships. Together, SD and CS have such a wealth of knowledge of what customers care about, what's working for them, and what doesn't work for them… imagine what could happen if they shared that?