Customer Success Management Episodes
Customer Happiness Doesn't Matter and Your Business Reviews (Still) S…
Sara LaBlance is a Customer Success Manager obsessed with data. She and Dillon cover a number of scholarly and high-minded topics like the merits of The Office and Curb Your Enthusiasm. Somewhere in between, they get to talking about NRR …
The CSM's Job Search Guide - Off the Clock w/ Jeremy Donaldson
Jeremy Donaldson - you know him, you love him - is on the job hunt. Listen in while he explains his thought process as he finds the best job for him with practical tacticals that you can use too.
Specialization and Twilio's Layoffs as a Larger Indicator - The Week …
Bob London, CEO of Radically Authentic Discovery and the father of the UBR, sits down with Dillon and they chop it up about the value of CSM's who used to be users and what Twilio's most recent layoff news might …
Revenue, Balloons, and Buoy Content - The Week That Was w/ JP Frost
Jean-Pierre “JP” Frost is a relative newcomer to the Customer Success world, but has already proven his worth as a contributor to the community with gigs as co-host of CS Insider’s CS Speed Mixer as well as the brand new …
Leveraging Science to Excel in Customer Success - Off the Clock w/ Ed…
Ed Powers, engineer by training and reformed salesman, joins the pod to discuss the science of how humans categorize experiences and make decisions, and how it is that Customer Success practitioners can use this knowledge to their advantage.
The Week That Was: January 28-February 3 '23 w/ Markus Rentsch
Markus Rentsch, the CS meme king, spends some time with us to wrap up the week that was, including why the QBR is so misused and misunderstood, the fate of ROI as a metric, and how CS has lost its …
The Week That Was: January 21-27 '23 w/ Shari Srebnick
Shari Srebnick brings over a decade of CS experience to the pod to wrap up the week that was, including why focusing on expansion begets retention, a discussion on customer profitability, as well as a much-needed mental health checkpoint.
BONUS: Off the Clock w/ Ali Cudby
Ali Cudby, author of the book "Keep Your Customers" and founder of both CXology and Alignmint for Growth, joins Dillon off the clock to play a little Cruise Control, talk BS in CS, and share a story about the time …
The Week That Was: January 14-20 '23 w/ Maranda Dziekonski
Maranda Dziekonski, SVP of Customer Success at HourWork, joins Dillon to wrap up the week that was in Customer Success!
The Week That Was: January 9-13 '23 w/ Jan Young
Jan Young, Principal Consultant at the Success League, is seemingly everywhere in the CS community...and that includes this podcast.