Software As A Service Episodes

What does a CSM do each day? The guests debate.

Welcome to Season 2 of the Lifetime Value show, your destination for Customer Success content. In this first episode, Dillon starts with a history lesson - what, exactly, *is* Customer Success? Where did it begin? And what has it become?

Tim Conder is the founder and CEO of consulting and training firm CXology. Tim joins the show to discuss the long-term exponential impact increasing your retention rate has on revenue, how CS departments can properly measure their value and effect, …

Brian Hall is the founder of Carema Consulting and has been doing Customer Success since before it had a name. Brian joins the podcast to explain why seasoned CS leadership is key, why he believes CS is at the center …

Bhavika Kochhar is the founder CS Ladies, is a regular in the CS meetup scene, and an all-around ray of sunshine on a cloudy day. Bhavika joins the show to chat customer renewals, how she views the renewal conversation, and …

Mickey Powell is a co-founder and the head of Go To Market for UpdateAI. Mickey is a dedicated student of the generative AI movement, and he joins the pod to help us run the bases, including how AI tools have …

Larry Raines is the founder and principal consultant for his brand new consultancy, Customer Success v3. Larry joins LTV to share his theories on Customer Success - where it is today and where it’s headed tomorrow. He and Dillon also …

Jay Goy is the Head of Customer Success at Voltaiq. He joins Lifetime Value this week to share his unique path from military service to DEA Agent to Customer Success leader, how he handles the Customer Support function with a …

Rob Zambito is the founder of Customer Success consultancy Success Scaled. He joins us to debate whether Customer Success can follow a formula, what separates good from better from best when it comes to being a CSM, and why making …

Brittany Casey, Lead Customer Success Manager at Docusign, joins the show to discuss the criticality of partnering closely with your Sales org (and, really, every org at your company) and the danger of getting caught just going through the motions.

Jeff Breunsbach is Director of Brand at Higher Logic, co-founder of the Gain Grow Retain community and co-host of the Gain Grow Retain podcast. Jeff stops by to discuss what scaled CS means (and doesn’t mean), sacrificing a meeting or …

Bern Risley is a Customer Success vet through and through, having worked for outfits big and small. Now she’s heading her own firm where she focuses on coaching up CS professionals on how to show up. Bern joins LTV to …

Jon Johnson, Principal Customer Success Manager for Key Accounts at UserTesting, crashes the show to discuss how he manages the “biggest of the big” customers, including scheduling meetings (or not), sharing new features, and setting strategic goals. He and Dillon …

Olivier Fiaty-Amenouvor, Senior Customer Success Manager at Camunda and Founding Member of Success in Black, brings his infectious energy to Lifetime Value to discuss how it is he discovered the profession, where he thinks it’s headed, and even shares his …

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 …