Peering in | James Lawson
Episode 134: James Lawson tells us what outsiders see when looking in. ⏱️ Timestamps: 00:00:00 - Intro 00:01:01 - James Lawson: A lifetime in customer success 00:02:05 - The CS bubble and its confusion 00:03:54 - Should custo...
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Peering in | James Lawson
Episode 134: James Lawson tells us what outsiders see when looking in. ⏱️ Timestamps: 00:00:00 - Intro 00:01:01 - James Lawson: A lifetime in customer success 00:02:05 - The CS bubble and its confusion 00:03:54 - Should custo...
The dream team | Kathryn Vaughn
Episode 133: Kathryn Vaughn learned how to build her team from the best. ⏱️ Timestamps: 00:00:00 - Intro 00:01:20 - The 1992 Dream Team inspiration 00:04:28 - Building a CS dream team from scratch 00:05:23 - Do successful CS ...
K.I.S.S. | Marc Ray
Episode 132: Marc Ray thinks we're losing the plot. ⏱️ Timestamps: 00:00:00 - Intro 00:01:08 - Marc's background in customer success 00:01:39 - Over-complicating customer success strategies 00:02:42 - Aligning teams and simpl...
Playing dress-up | Ep. 131
Episode 131: Are you the quarterback, the conductor, or the general contractor? ⏱️ Timestamps: 00:00:00 - Little Robbie the conductor 00:01:13 - What does a CSM really do? 00:03:34 - The CS role as a quarterback 00:05:07 - Ro...
Your worst nightmare | Ep. 130
Episode 130: Dillon and Rob debate a CSM's worst nightmare. ⏱️ Timestamps: 00:00:00 - Intro 00:01:59 - Dillon attempts to describe DJ Bobby Z's look 00:03:14 - What's Dillon wearing? DJ Bobby Z guesses wrong 00:03:44 - Asking...
Where does it hurt? | Nir Kalish
Episode 129: Nir Kalish knows exactly where to begin in order to prove your value. ⏱️ Timestamps: 00:00:00 - Navigating technical and personal pain 00:00:34 - Welcome to The Daily Standup 00:01:02 - Nir’s 12-year journey in c...
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About the Hosts
Dillon Young
Founder & Host
Dillon is a career Customer Success professional, having done tours of duty in Technical Support, Training, and Implementations as well. He did Sales that one time, but doesn't like to talk about it. Since 2019, he has been a people leader in CS orgs for early stage technology companies, primarily in the financial and human resources spaces.
Dillon founded Lifetime Value in 2023 with the vision of delivering entertaining, educational, and non-biased content to this exciting profession *without* selling (gasp) an ebook.
So far, so good.
Jean-Pierre "JP" Frost
Host
Jean-Pierre Frost aka JP is a man of few words and many fragrances.
Does he smell like cinnamon and renewals? Or bergamot and upsells?
You be the judge.
Rob Zambito
Host
Rob is a three-time customer success leader and consultant with a specialty turning CS teams from reactive cost centers of a business to proactive, revenue-generating functions.
He generally works with fast-growth B2B SaaS companies, often stage seed through Series B. His operational specialties are in renewals, upsell, cross-sell, go-to-market, account management, onboarding, support, and customer advocacy.
Outside of work, Rob has interests in consumer psychology, linguistics, and behavioral economics.