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TheySaid: Real Strategies for Customer Success

TheySaid: Real Strategies for Customer Success

By TheySaid

On this podcast, you’ll hear from forward-thinking leaders about the Customer Success strategies that matter most. Welcome to the no-fluff podcast for Customer Success. Powered by the team at TheySaid.
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Use VOC Feedback to Figure Out Workarounds That DON’T Include New Features
Use VOC Feedback to Figure Out Workarounds That DON’T Include New Features
Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In this episode, Chad covers the highly effective VOC survey he helped implement, how to get executive team buy-in for a VOC program, and why it’s important to use VOC data to craft workarounds that don’t always include building new features.
30:27
August 01, 2022
You're Doing VOC, but Is It Working?
You're Doing VOC, but Is It Working?
Today on the Nuffsaid podcast we spoke with Sandy Yu, the Global Lead of Oracle Cloud Infrastructure Advisory Boards, about how a Voice of Customer program can provide real value to an organization and prove its effectiveness to the executive team. If you’re unsure of whether or not your VOC program is working, this is a must-listen episode.
28:46
July 21, 2022
How to Flex Your Voice of Customer Muscle With Slack VOC Expert
How to Flex Your Voice of Customer Muscle With Slack VOC Expert
Having worked for the last four years in Voice of Customer at large companies (first Lyft and now Slack), it’s safe to say Kevin Vielbaum is a master of his craft. In this Nuffsaid podcast episode, Kevin digs into several interesting topics including how he measures the success of a VOC program.
29:22
July 11, 2022
Build the Product Your Customers Want Using VOC Data
Build the Product Your Customers Want Using VOC Data
With a background in Marketing & Growth at companies like Hubs, Recruitee, and Growth Tribe Academy, Ferdinand Goetzen, now CEO & Co-founder at Reveall, has a natural orientation to use Voice of Customer data to make product decisions. That’s why in this episode of the Nuffsaid podcast, he explains his philosophy on how to build the best product possible.
28:24
June 28, 2022
The Meeting That Every VOC Program Is Missing
The Meeting That Every VOC Program Is Missing
Beyond being the most entertaining guest we’ve had on the show, Jeanne Hopkins, CRO at OneScreen.ai & former CMO at Lola.com, convinced us that the Voice of Customer sync she designed is the most impactful meeting a leader can schedule.
39:11
June 14, 2022
Box’s Jeff Justice Williams on Building a VOC Program at Scale
Box’s Jeff Justice Williams on Building a VOC Program at Scale
Jeff Justice Williams is the Sr. Executive Director of Enterprise Customer Success at Box and has led CS teams at companies like Stack Overflow, WeWork, and Dropbox. In this conversation, Jeff highlights how a Voice of Customer program should operate at scale.
33:24
June 06, 2022
Actually Closing the Loop With Customers in a VOC Program
Actually Closing the Loop With Customers in a VOC Program
Having played critical roles on Voice of Customer teams at companies like VMware, Red Hat, and Citrix, Nick Woerner, current Director of CX at Mineral, joins the Nuffsaid podcast to share wisdom on what it actually takes to close the loop with customers within a VOC program.
29:19
May 16, 2022
The Advanced Voice of Customer Program Blueprint
The Advanced Voice of Customer Program Blueprint
Here’s VP of Customer Success at ESG, Peter Armaly, to kick off our new podcast series on Voice of the Customer (VOC) programs. Coming from a background with extensive Customer Success experience including having spent more than 5 years as a CS executive at Oracle, Peter shares how an advanced VOC program is run.
36:22
May 06, 2022
Digital CS at Mega-Scale: VMware’s Approach
Digital CS at Mega-Scale: VMware’s Approach
VMware’s Meenu Agarwal runs one of the largest books of business in the world. As SVP of Customer Success at a company with a revenue of over $12B, more than 2,000 Customer Success team members around the globe, and 500,000 customers, Meenu understands what digital Customer Success should look like at mega-scale. In this episode, Meenu breaks down their 2022 goal of scaling Customer Success through innovative digital programs like VMware Customer Connect, Success 360™, and training channel partners.
25:45
March 10, 2022
A Quick-Start Guide to Data-Driven Digital CS
A Quick-Start Guide to Data-Driven Digital CS
Dan Ennis, the Manager of the US Scale Customer Success team at Monday.com, came on the Nuffsaid podcast this week to share how his team uses data in a highly sophisticated way to drive an effective Digitally-Led CS program. In this episode, Dan touches on everything from how to look beyond product usage data and into more useful trending data, what to avoid when building out a scaled model, how his team uses customer patterns to detect churn risk and expansion opportunities, and the avenues Monday.com’s Scaled function uses to collect and act upon Voice of Customer data.
30:44
February 24, 2022
The 5 Stages of Digital Customer Success Maturity
The 5 Stages of Digital Customer Success Maturity
In this episode, Marley Wagner, VP of Marketing & Digital Customer Success at ESG, shares her company’s sophisticated Digital Customer Success maturity framework. Marley walks us through each stage of Digital CS maturity and covers everything from what it takes to lay the right foundations to implementing advanced digital communication channels.
26:52
February 16, 2022
Tips for Launching a Digital CS Strategy, with Elisabeth Courland
Tips for Launching a Digital CS Strategy, with Elisabeth Courland
For Elisabeth Courland, Digital CSM at Agorapulse, launching a Digitally-Led Customer Success program is about starting with a solid foundation of understanding the customer, then deploying automation. In this episode, Elisabeth shares a trove of tips that anyone tasked with crafting a digital CS strategy will be able to quickly implement.
25:15
February 10, 2022
The Future of Digital CS? Just Take a Look at Brian LaFaille’s Program
The Future of Digital CS? Just Take a Look at Brian LaFaille’s Program
Eight years ago, Brian LaFaille stepped on as Looker’s first Customer Success hire. Since then he’s seen Looker through a $2.6B acquisition by Google and was a crucial member of a team that was tasked with servicing customers at a massive scale. In this episode, Brian walks us through the journey Looker took to learn how to effectively run a digitally-led CS motion that would benefit all segments and customers — from Enterprise to SMB.
28:22
February 03, 2022
For Gainsight’s Lane Holt, Digital CS Is a Strategy, Not a Segment
For Gainsight’s Lane Holt, Digital CS Is a Strategy, Not a Segment
At the beginning of 2021, Lane Holt, Director of Client Outcomes at Gainsight, was a team of 1 and tasked with building out the company’s digitally-led CS model. Fast forward 12 months and you’ll see that she’s developed a mighty team of 8 to architect a hugely successful digital program. In this episode, Lane breaks down the roles and responsibilities of her team, how to detect risk and expansion opportunities in a digital model, and most importantly, why she believes that digital CS is not a segment—but a strategy that can benefit all customers.
23:06
December 20, 2021
Use High-Touch Strategies to Inform Your Digitally-Led Model
Use High-Touch Strategies to Inform Your Digitally-Led Model
According to Dickey Singh (CEO & Cofounder of Cast.app), most Digital CS approaches including low- and tech-touch models today aren’t effective. That's why this week he shares how Customer Success teams can take a working high-touch model to inform their digitally-led CS practices.
16:54
December 10, 2021
GitLab’s Jeff Beaumont on How CS Ops Drives Net Retention
GitLab’s Jeff Beaumont on How CS Ops Drives Net Retention
GitLab’s Director of Customer Success Operations, Jeff Beaumont, breaks down how CS Ops can be key to increasing Net Retention.
30:53
December 02, 2021
Why Customer Onboarding Should Never Really End
Why Customer Onboarding Should Never Really End
Head of Customer Experience at Arrows, Shareil Nariman, knows more about customer onboarding than just about anyone we’ve ever spoken with. In this episode, Shareil explains how to implement continuous onboarding at your company, use your high-touch experience to inform your low-touch onboarding, and measure your onboarding program’s success.
20:16
November 11, 2021
Signs Your CS Team Is Operating Like a Cost Center, Not a Profit Center
Signs Your CS Team Is Operating Like a Cost Center, Not a Profit Center
On today’s show, Beth Yehaskel, a Customer Success Architect at Winning by Design, preps us for end-of-year CFO budgeting and headcount conversations by sharing the difference between a CS org that’s run as a profit center versus a cost center.
18:14
November 04, 2021
How to Break Into CS Ops With Gainsight’s Seth Wylie
How to Break Into CS Ops With Gainsight’s Seth Wylie
In this episode, Seth Wylie, Director of CS Ops & Admin Community at Gainsight (who has one of the most thoughtful perspectives on CS Ops in the space) offers up some paths for breaking into CS Ops and the skillsets that are most useful in the role.
30:46
October 27, 2021
How CS Ops Works at LinkedIn
How CS Ops Works at LinkedIn
During this episode, Zeina Marcotte describes how LinkedIn's CS Ops team is set up, why her team reports to the centralized global Ops function, and how this structure can actually be a benefit to the Customer Success team.
24:56
October 14, 2021
Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders
Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders
This week we break down the opportunity Customer Success has to take action to hire, retain, and promote more Black leaders.
09:06
October 07, 2021
The Core Themes of Customer-Led Growth
The Core Themes of Customer-Led Growth
Today on the ‘nuffsaid podcast we spoke with Dave Jackson, CEO of TheCustomer.Co about his new book, "Customer-Led Growth: A CEO’s Guide to Building a B2B SaaS Company".
23:53
September 30, 2021
Scaling? Here’s How to Get Ahead of a Declining Customer Experience
Scaling? Here’s How to Get Ahead of a Declining Customer Experience
The customer experience tends to decline as a company grows—but what can Customer Success teams do about it? In this episode, Natalie Fedie, VP of Customer Value at HighRadius, answers this question: she says too many teams look at customer health data too late. Natalie suggests analyzing customer health predictively with three specific steps.
16:09
September 23, 2021
Two Tactics to Level-Up Your VOC Program
Two Tactics to Level-Up Your VOC Program
“I’m not talking about fluffy quotes. You need to capture the literal voice of your customers.” Dana Alvarenga, VP of Customer Experience at SlapFive, offers two tactics to level-up your Voice of Customer Program.
19:25
September 15, 2021
Engineering Customer-Value-Led Growth
Engineering Customer-Value-Led Growth
Markus Rentsch, CEO of Remark-able, joined us to define his philosophy on Customer-Value-Led Growth (CVLG).
23:23
September 09, 2021
3 Great Things That Happen When CS Owns Sales Engineering
3 Great Things That Happen When CS Owns Sales Engineering
Customer Success leader, Daniel Rose, thinks Sales Engineering should live within CS; “Sales Engineering won’t allow deals to slip through because of a short-sighted approach.” In this episode, Daniel shares the main benefits of Customer Success owning Sales Engineering: more control over time to value, better use cases, and Net Retention Rate.
17:33
September 03, 2021
How to Get Budget For a CX Initiative
How to Get Budget For a CX Initiative
Chief Experience Officer, Craig Antonucci, came on the show to share how to justify a CX program with your CFO. He said “it’s simple”—the conversation should be led with data and focus on three areas: how the CX initiative will sell more, save money, and fit the company’s mission.
21:52
August 26, 2021
Asana’s Kalina Bryant on Why a Culture of Connection and Empathy is Key to Successful Customer Advocacy in a Hybrid World
Asana’s Kalina Bryant on Why a Culture of Connection and Empathy is Key to Successful Customer Advocacy in a Hybrid World
Kalina Bryant has a rich background in customer advocacy, engagement, and voice of customer programs. Now Asana’s Head of Global Customer Advocacy, Customer Experience, and Executive Programs (and Founder & Host of the UnapologeTECH podcast), Kalina spoke with us about how CS and Customer Advocacy should work together.
17:29
August 19, 2021
3 Tactics for Accelerating Your Career From Gainsight’s CCO
3 Tactics for Accelerating Your Career From Gainsight’s CCO
When you grow from CSM to CCO in 4 years, people will want to know how you did it. On the 'nuffsaid podcast, Kellie Capote recalls 3 distinct tactics that helped her scale at hyper-speed at Gainsight.
20:02
August 12, 2021
How to Use Health Scores and Usage Data to Increase Customer Retention
How to Use Health Scores and Usage Data to Increase Customer Retention
In the last quarter of the year 2020, CSM Practice conducted a study to assess the validity of common industry assumptions about customer health scores. In this episode, Irit Eizips shares some surprising trends that came out of that research, along with advice on how to properly implement insights pulled from usage data. For low touch engagement models, she makes the case for having two health scores, using two separate teams: 1) Proactive / CSM Team - to measure and increase the value your customers get from your products and services. 2) Reactive / Retention Team - to evaluate various risk triggers that might cause a customer to churn and follow up with a clear playbook.
23:09
August 05, 2021
How to Measure VOC at the Speed of Relevance
How to Measure VOC at the Speed of Relevance
Salesforce’s VP of Customer & Market Insights, Karen Mangia, reveals the secrets every CS leader needs to know to encourage engagement, invite innovation, and remain relevant. Karen shares details about the metrics that matter, how to move from intention to action, and what success means to your customers right now. If you're willing to listen.
25:27
July 29, 2021
A Hiring Philosophy From Klue’s VP of CS
A Hiring Philosophy From Klue’s VP of CS
Adam Houghton, VP of Customer Success at Klue, dives into the sophisticated hiring process he's implemented across four different companies. It’s a four step model: 1) Hire proven anchors to serve on your leadership team, 2) build around those anchors with unproven high potential people that challenge the status quo, 3) provide a transparent career path for your teams, and 4) build an environment where people “earn the right” to be promoted.
20:31
July 22, 2021
CCOs Need These Skills to Become COO
CCOs Need These Skills to Become COO
Rumor has it “the CCO is the new COO.” Matt Zelen, UserTesting’s COO (formerly CCO), came on the show to explain what it takes to make that career transition.
24:43
July 15, 2021
How CS Teams Can Help Support Orgs Be More Proactive
How CS Teams Can Help Support Orgs Be More Proactive
Nick Chang, Global Head of Customer Success at HPE GreenLake, joined us on the ‘nuffsaid podcast to discuss the separation of responsibilities between Customer Success and Support within enterprise organizations. In this episode, Nick argues against the long-standing belief that Support teams should only be reactive and shares his take on why the future may include CS and Support merging into one function.
19:48
July 08, 2021
How Salesforce Monetizes Customer Success
How Salesforce Monetizes Customer Success
Salesforce’s Brett Matthews breaks down how they monetize CS (hint: it’s not “monetizing CSMs”). They have tiers of offerings that include higher levels of support, services, and, interestingly, access to subject matter experts under their “expert coaching” program. Everything’s tailored around helping customers be more successful. It’s an excellent example of what monetizing CS can look like at scale.
12:45
July 01, 2021
The New School System of Customer Segmentation
The New School System of Customer Segmentation
David Kocher, VP of Customer Success at Medidata Solutions, shares the segmentation and coverage models he developed so his team can focus on the right customers in the right way. His formula helps prioritize customers using two matrices: ARR mapped against health score and adoption vs. maturity.
17:20
June 24, 2021
Defining the Ideal Customer Profile: The CS Leader’s Guide
Defining the Ideal Customer Profile: The CS Leader’s Guide
Rupal Nishar, AVP of Customer Success at Netomi, shares how Customer Success should work cross-functionally to influence the Ideal Customer Profile (ICP) and how doing so ensures long-term customer engagement and company growth.
20:32
June 17, 2021
How Outreach Reduces TTV With Customer Education
How Outreach Reduces TTV With Customer Education
Dave Derington, Customer Education leader at Outreach, gives us an inside look at how Outreach’s Customer Education program works.
19:31
June 10, 2021
How We Drive Advocacy Through Customer Marketing
How We Drive Advocacy Through Customer Marketing
Niclas Ramon Staberg, CCO at Hive Streaming, joined the ‘nuffsaid podcast to make the case for having Customer Marketing live within the broader Customer team. He also offers an idea: try sharing customer stories internally to foster a customer-centric culture.
17:53
June 03, 2021
Step 1 of Growing Your Executive Influence
Step 1 of Growing Your Executive Influence
Jeff Heckler, Global Head of Customer Success at Pipedrive, breaks down the actions CS leaders can take to increase their prominence on the executive team.
08:17
May 26, 2021
Why CCOs of the Future May Have a Background in Product
Why CCOs of the Future May Have a Background in Product
In episode 2 of 2 with Stacie Ward, VP of Customer Success, Stacie shares a prediction: the best CCOs of the future will have backgrounds in Product and CS.
06:43
May 13, 2021
Moving From a Career in Sales to CS? Listen to This VP’s Advice
Moving From a Career in Sales to CS? Listen to This VP’s Advice
Seven years ago, Stacie Ward made the switch from being a Sales manager to a VP of Customer Success. Today she joined ‘wellsaid to explain why she made this move and the specific skills she knows a Sales manager needs to successfully transition into a CS role.
04:53
May 13, 2021
If Your Risk Assessment Doesn’t Look at Personas Within Accounts, It’s Not Accurate
If Your Risk Assessment Doesn’t Look at Personas Within Accounts, It’s Not Accurate
In our final episode with Asaff Zamir, Asaff explains his approach to risk assessment by treating customer accounts as a subjective ecosystem. To do an accurate assessment of account health, he advocates for looking at each persona within an account and analyzing each person's perspective, experience, relationship strength, and personality.
06:25
May 06, 2021
6 Ingredients CSMs Need to Mix Into Every Customer Relationship
6 Ingredients CSMs Need to Mix Into Every Customer Relationship
In episode 2 of 3 with Asaff Zamir, VP of Customer Success at Siemplify, Asaff shares how to coach CSMs on how to nurture positive emotional experiences with their customers using six key elements: personalization, integrity, (setting) expectations, empathy, time to value, and responsibility.
03:48
May 06, 2021
Why CSMs Must Act Like Psychologists
Why CSMs Must Act Like Psychologists
Asaff Zamir, VP of Customer Success at Siemplify, argues that being in Customer Success is much like being a customer psychologist—you have to describe, explain, predict, and change the behavior of others. He explains why it’s crucial for CSMs to “identify the needs of their customers and drive confidence and trust through transparency.”
06:11
May 06, 2021
Breaking Down the Risk Escalation Process
Breaking Down the Risk Escalation Process
Tanya Strauss, Director of Customer Success Strategy and Operations at ServiceNow, breaks down best practices in preventing risks via a streamlined escalation process. She advocates for defining categories of risk, documenting tribal knowledge about historical escalations, and building a team whose sole focus is on helping CSMs with fire prevention, not firefighting.
08:27
April 28, 2021
“Treat Onboarding Like a Product” and Other Advice for Working with High Volume/SMB Customers
“Treat Onboarding Like a Product” and Other Advice for Working with High Volume/SMB Customers
Lauren Humphrey, former VP of Customer Success and Payments GTM and current advisor at brightwheel dives into lessons learned from working with a high volume of SMB customers. Her tips include making every touchpoint count, thinking of onboarding as a product, delivering high quality experiences through specialization, and investing in systems early on.
09:28
April 27, 2021
Debate Part 2: Does Assigning Ownership Create Division?
Debate Part 2: Does Assigning Ownership Create Division?
Here’s part 2 of our debate with Dave Jackson, CCO at DeepCrawl and CEO of TheCustomer.Co, on the pros and cons of assigning “ownership” within companies. Chris and Dave cover: how CEOs can be thoughtful about breaking down silos, the viability of company-wide commission plans, and more.
09:37
April 14, 2021
Debate Part 1: Is “Ownership” a Last-Century Concept?
Debate Part 1: Is “Ownership” a Last-Century Concept?
This is part 1 of our discussion with Dave Jackson, CCO at DeepCrawl and CEO of TheCustomer.Co, on the topic of “ownership.” Dave explains why he thinks ownership is “built on the bankrupt idea of hierarchy” and Chris makes the case that every decision must have one owner.
07:41
April 14, 2021
How VMware Sets Up Listening Posts for Customer Sentiment
How VMware Sets Up Listening Posts for Customer Sentiment
In episode 2 of 2 with Keri Keeling, the Global Head of Customer Success Innovation & Intelligence at VMware, Keri digs into her latest project—creating “listening posts” to collect and measure customer sentiment across the user journey.
06:34
April 06, 2021
Does Your Success Team Have an “Innovation and Intelligence” Role?
Does Your Success Team Have an “Innovation and Intelligence” Role?
Keri Keeling, the Global Head of Customer Success Innovation & Intelligence at VMware, explains her role and why VMware’s Customer Success org is focusing on merging data operations with a VOC program.
07:23
April 06, 2021
How Customer Success Becomes Equal to Product, Sales, and Marketing
How Customer Success Becomes Equal to Product, Sales, and Marketing
In episode 2 of 2 with Teresa Anania, VP of Global Customer Success and Renewals at Zendesk, Teresa explains how the only way Customer Success leaders can gain equal footing at the executive level is to align measurable outcomes with the larger business goals.
08:30
March 31, 2021
How Digital Customer Engagement Works at Zendesk
How Digital Customer Engagement Works at Zendesk
Teresa Anania, VP of Global Customer Success and Renewals at Zendesk, gives us an inside look at how Zendesk’s digital engagement programs work. She offers her opinions on when it’s time to build a scale program, how they’re thinking about dynamic segmentation, and why there needs to be a CS Ops resource embedded within Customer Success.
06:43
March 31, 2021
Interview CSMs like Intercom
Interview CSMs like Intercom
Max Klimmek (Global Head of Customer Success at Intercom) breaks down his process for interviewing CSMs and offers one of his favorite tactics: asking candidates to complete a video recording test. His reasoning? To measure their energy, passion for Intercom, and confidence on camera—all essential pieces of being a top-performing CSM.
06:33
March 24, 2021
Don’t Just Throw Together a Digitally-Led Engagement Model (Panel Discussion)
Don’t Just Throw Together a Digitally-Led Engagement Model (Panel Discussion)
Some say digital experiences are the future of Customer Success. But today, they’re a relatively new problem and everyone seems to have a different approach. We recently held a discussion with three Customer Success leaders who have especially mature thinking around this problem; this episode is the full discussion. You’ll hear advice on team structure, tech stack, processes, and collaborating with peers in a low-touch engagement model.
56:47
March 19, 2021
Build vs. Buy? You Need to Lay a Foundation for CS First
Build vs. Buy? You Need to Lay a Foundation for CS First
In this final episode with Swati Chopra (Head of Customer Success-US & Canada at McAfee), Swati provides a framework for assessing when to build versus buy software. She explains how laying a stable foundation for customers is always more of a priority than building software.
08:17
March 17, 2021
Coach CSMs on How to Communicate “Fires” Internally
Coach CSMs on How to Communicate “Fires” Internally
In episode 2 of 3 with Swati Chopra (Head of Customer Success-US & Canada at McAfee), Swati shares an experience proving why it’s crucial to coach CSMs on how to appropriately communicate an emergency internally.
06:28
March 17, 2021
A 360° Growth and Maintenance Plan For Your Low-Tier Customers
A 360° Growth and Maintenance Plan For Your Low-Tier Customers
Swati Chopra (Head of Customer Success-US & Canada at McAfee) dives into why and how Customer Success teams can give their low-tier customers a thorough growth and maintenance plan. She suggests the plan includes training vouchers, architecture reviews, and priority support.
06:11
March 17, 2021
Why Your NPS Might Be Higher in the U.S.
Why Your NPS Might Be Higher in the U.S.
Elodie O’Rourke (Head of Customer Success EMEA at Financial Times) explains that culture can affect people’s perception of Customer Success—why having the word “success” in a job title is inherently American and how receiving an NPS score of ‘6’ from a European customer is the same as a ‘10’ from an American client.
05:03
March 17, 2021
De-Risking Account Transitions
De-Risking Account Transitions
Customer account transitions are inevitable. In episode 2 of 2 with Megan Bowen (CCO at Refine Labs), Megan shares how Customer Success leaders can coach their CSMs to have seamless handoffs with other CSMs.
04:54
March 11, 2021
Career Lessons From 15 Years in Tech
Career Lessons From 15 Years in Tech
Megan Bowen (CCO at Refine Labs) offers a list of lessons learned and the stories behind them from her career in Customer Success. She says, “Sometimes careers are not linear, and if you take a step back, for what you believe is a good opportunity, it could [actually] catapult you forward” — and reminds us that we must take control of our own careers.
12:41
March 11, 2021
Why It’s Not “If” CSMs Should Own Renewals, It’s “When”
Why It’s Not “If” CSMs Should Own Renewals, It’s “When”
In episode 2 of 2 with Rebecca Nerad (VP of Customer Success at E2Open), Rebecca explains why it’s not a question of if CSMs should own renewals, upsells, and cross-sells, but defining when they should. She argues that there are cases for both CS and Sales to own renewals, but regardless of who owns the revenue, it’s important to tie CS to the metric of net dollar retention.
07:10
March 03, 2021
A Customer Advisory Board Plan That Works
A Customer Advisory Board Plan That Works
In this interview with Rebecca Nerad (VP of Customer Success at E2Open), Rebecca shares how to set up a Customer Advisory Board that executive stakeholders actually want to be a part of. Rebecca runs Customer Advisory Boards in a programmatic way, which leads to better engagement and more value added than most CABs.
05:06
March 03, 2021
The Low-Touch Model Maturity Scale
The Low-Touch Model Maturity Scale
This week we break down a framework for creating a low-touch customer engagement model. This episode highlights the phases of maturity companies tend to go through as they invest in their digitally-led program, and the skills required in a successful low-touch team.
06:10
March 01, 2021
Bring Customers Into The Heart of Your Business, Literally
Bring Customers Into The Heart of Your Business, Literally
In episode 4 of 4 with Pat Phelan (CCO of GoCardless and former CCO at Brandwatch), Pat shares one of his favorite tactics for fostering a customer-centric culture: bringing customers into company-wide meetings on a regular cadence.
08:42
February 25, 2021
3 Essential Questions to Ask Before Buying Software
3 Essential Questions to Ask Before Buying Software
In this quick episode, Pat Phelan (CCO of GoCardless and former CCO at Brandwatch) shares 3 crucial questions to ask before buying software and why CSMs have to be brought into the decision making process.
01:58
February 25, 2021
CS Ops: The Force Multiplier Role
CS Ops: The Force Multiplier Role
In episode 2 of 4 with Pat Phelan (CCO of GoCardless and former CCO at Brandwatch), Pat explains why his first question when joining a new company is “Who is your CS Ops person?” because as he states, “If you don’t have an Ops person, I’m either bringing one with me, or I’m really not that interested.” Pat makes the case that CS Ops is a position that has 10x the impact of a normal role at any organization.
05:35
February 25, 2021
Risk Forecasting Should Be in Your DNA
Risk Forecasting Should Be in Your DNA
In episode 1 of 4 with Pat Phelan (CCO of GoCardless and former CCO at Brandwatch), Pat advocates for individual CSM risk forecasting as a key discipline in parallel to risk assessment.
06:20
February 25, 2021
These 5 Coaching Methods Will Build a Consultative Mindset With CSMs
These 5 Coaching Methods Will Build a Consultative Mindset With CSMs
This week on our show Chitra Madhwacharyula, the Director of Customer Success at Couchbase, shares how leaders can train CSMs to become the trusted advisors every customer hopes for.
07:26
February 06, 2021
3 Ways to Strengthen Your Relationship with Product
3 Ways to Strengthen Your Relationship with Product
In episode 2 of 2 with Jo Massie (VP of CS at Slido), Jo shares how Success and Product can better their relationship for the benefit of the business and customer.
05:01
January 28, 2021
Coach Your CSMs to Facilitate Engaging Meetings
Coach Your CSMs to Facilitate Engaging Meetings
Why is it that a QBR with one CSM can be wildly more engaging than the next? In the words of Jo Massie, VP of CS at Slido, it comes down to the fundamentals. Here's her advice on how to spark engagement and curiosity in CS meetings.
06:01
January 28, 2021
Finance Feedback for CCOs (From Blend, Lever, UserTesting, and Higher Logic)
Finance Feedback for CCOs (From Blend, Lever, UserTesting, and Higher Logic)
Customer Success leaders often cite "finance" as one of their biggest areas of weakness. That's why, for this week's episode, we're breaking our usual 5-minute format and sharing a full discussion with four finance leaders on how they think their peers in Customer Success should approach budgeting and planning conversations.
49:41
January 18, 2021
How to Build a Customer Advocacy Program
How to Build a Customer Advocacy Program
In episode 3 of 3 with Alex Farmer, Alex breaks down his approach to building out a customer advocacy program into five steps.
08:22
January 12, 2021
Tactics for a Stronger CCO & CMO Relationship
Tactics for a Stronger CCO & CMO Relationship
In episode 2 of 3 with Alex Farmer, shares his advice on why the CMO CCO relationship is so critical, and the steps Customer Success leaders can take to foster a stronger relationship.
09:08
January 12, 2021
The Customer Data Your Cross-Functional Peers Need
The Customer Data Your Cross-Functional Peers Need
Alex Farmer, VP of CS at Cognite AS, offers a list of examples of customer insights that other departments need but don’t have without the help of the CS leader.
16:09
January 12, 2021
CSM Comp Plans: How to Think About the Base Salary/Variable Split
CSM Comp Plans: How to Think About the Base Salary/Variable Split
In episode 3 of 3 with Boaz Maor (CCO at Talech), Boaz offers his thinking around how Customer Success leaders should approach designing CSM compensation plans.
06:01
January 07, 2021
Be the CCO That Builds a Relationship With Marketing
Be the CCO That Builds a Relationship With Marketing
In episode 2 of 3 with Boaz Maor (CCO at Talech), Boaz explains his framework for thinking about where customer marketing should live, and how CCOs can build a better relationship with their peer in Marketing.
05:39
January 05, 2021
Why You Should Implement a Customer Maturity Index
Why You Should Implement a Customer Maturity Index
In episode 1 of 3 with Boaz Maor (CCO at Talech), Boaz sheds light on the gaps presented by most customer health scores used by Customer Success teams today, and explains how using a Customer Maturity Index instead can provide for more actionable customer insights.
08:59
January 05, 2021
2020 Year in Review
2020 Year in Review
This week we're celebrating some of the wins experienced this past year in the Customer Success community. This episode is a highlight reel of 18 Customer Success leaders from companies like Cision, GitLab, Fastly, Zoom, and Oracle on their proudest moments from 2020.
24:05
December 29, 2020
An Incentive Structure that Drives a Customer-Centric Mindset
An Incentive Structure that Drives a Customer-Centric Mindset
In episode 3 with Rav Dhaliwal (venture capital investor at Crane - Rav was formerly the first UK employee at Slack where he founded the global Customer Success team), Rav offers a framework for founders trying to get Sales to start thinking longer-term and incentivize Success to be more involved in the sales cycle.
06:27
December 16, 2020
Signs You Have an “Everything Department"
Signs You Have an “Everything Department"
In this second episode with Rav Dhaliwal, Rav breaks down the common “growing pains” Customer Success leaders face as they scale their team.
08:05
December 16, 2020
Your First CS Hire Explained
Your First CS Hire Explained
Rav Dhaliwal, venture capital investor at Crane (formerly the first UK employee at Slack where he founded the global Customer Success team), shares his advice on when founders should introduce Customer Success and what they should look for in that first leadership hire.
06:60
December 16, 2020
Career Pathing for CSMs
Career Pathing for CSMs
Emily Garza, AVP of Customer Success at Fastly, offers her process for building out career paths for CSMs.
05:26
December 08, 2020
What to Look For in Your First Customer Success Hires
What to Look For in Your First Customer Success Hires
Emily Garza, AVP of Customer Success at Fastly, shares the mindsets, skillsets, and experience to look for when building a new Customer Success function.
07:12
December 08, 2020
Your First 90 Days in Founding a CS Team
Your First 90 Days in Founding a CS Team
Emily Garza, AVP of Customer Success at Fastly, built the company's Customer Success function from the ground up. Here, she breaks down her 30/60/90-day plan for other Success leaders looking to start a new CS team in an established company.
09:18
December 08, 2020
When and How to Introduce Success in the Sales Cycle
When and How to Introduce Success in the Sales Cycle
Vinli’s VP of Customer Success, Jason Noble, shares advice for when CSMs should be introduced in the sales cycle and how they can position themselves when talking to Sales and to customers pre-sale.
04:29
December 01, 2020
Advocate for These Sales and CS Incentive Changes
Advocate for These Sales and CS Incentive Changes
Jason Noble, VP of Customer Success at Vinli, offers specific changes companies can make to their Sales and Customer Success team incentives that ultimately drive better customer outcomes.
04:31
December 01, 2020
Create Playbooks to Mitigate Risk
Create Playbooks to Mitigate Risk
Brian Lafaille, the Global Head of Customer Success - Strategic Programs at Google, offers a step-by-step process for creating playbooks that'll help your team systematically mitigate risk.
03:51
November 19, 2020
5 Prerequisites to Scaling Customer Success
5 Prerequisites to Scaling Customer Success
Jennifer Dearman offers five tips for creating a scalable Customer Success organization.
06:46
November 17, 2020
Get the CFO to See CS as a Revenue Driver
Get the CFO to See CS as a Revenue Driver
It's time for CS leaders to shift budgeting conversations from being about how they can "be more efficient" to how the company can invest more heavily in their department. Here are 7 tips on how to do that.
04:40
October 27, 2020
CS Needs to Play a Bigger Role in the Feature Request Process
CS Needs to Play a Bigger Role in the Feature Request Process
Nuffsaid's CPO, Nick Paranomos, explains why and how Customer Success can work with Product to create a feature request process that's better for both teams: CS ensures customer requests are handled in the right order, and Product makes more informed prioritization decisions.
04:55
October 22, 2020
Creating a Relationship Coverage Strategy
Creating a Relationship Coverage Strategy
A good relationship coverage strategy has three parts: define the roles CSMs need to build in account, measure relationship "strength" with each role, and set relationship coverage expectations with the team. Here's Chris Hicken on how to do all three.
06:29
October 09, 2020
Four Points of Friction Between Sales and Success
Four Points of Friction Between Sales and Success
Emilia D'Anzica, Founder of GrowthMolecules and former CCO at Copper, identifies the most common causes of friction between Sales and Customer Success and how to navigate them.
06:28
October 06, 2020
The Challenger Concept for Customer Success
The Challenger Concept for Customer Success
Alex Bakula Davis, VP of Customer Success at Extracker, explains how Customer Success teams can apply the "Challenger" concept to help customers achieve their desired outcomes. "Sometimes a customer’s habits are the biggest hurdle to their success. This is why 'challenging' your customers can have a positive impact on retention and growth."
06:39
October 06, 2020
Creating Feedback Loops Between Success, Product, and Marketing
Creating Feedback Loops Between Success, Product, and Marketing
Megan Bowen, CCO at Refine Labs, explains three ways Customer Success leaders can make sure Product and Marketing teams are getting the customer insights they need.
05:22
October 02, 2020