Videos

Episode 135: Recently, Diana De Jesus stopped caring what you think. ⏱️ Timestamps: 00:00:00 - Intro 00:01:00 - Meet Diana De Jesus, new GM at Stand the F Out 00:01:40 - Transitions in customer success roles 00:03:23 - Balancing priorities during transitions 00:05:35 - Embracing imperfection in role changes 00:06:15…

How would you build your #customersuccess #dreamteam ?

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 customer success be easier to grasp? 00:04:52 - Online behavior and the CS…

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 teams need to specialize? 00:05:41 - Generalists vs specialists: Rob's hiring…

Think your customer has it handled after one call? They don't.

Stino goes OFF on what he thinks about hiring managers that won't move you forward unless you send a follow-up after the interview.

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 simplifying processes 00:03:08 - Leadership’s role in adding complexity 00:04:52 - Avoiding distractions in customer success 00:06:32 -…

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 - Rob’s “five personas” of CS 00:07:39 - Aligning CS expectations from the…

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 the big question: Customer success nightmares 00:04:07 - Dillon's nightmare: No customer…

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 customer success 00:01:40 - Business value in every interaction 00:02:09 - Moving beyond…

Episode 128: Arrows CEO Daniel Zarick is working to solve a universal issue. ⏱️ Timestamps: 00:00:00 - Intro 00:01:50 - Formula One-inspired company name 00:02:31 - Sales-to-onboarding handoff challenges 00:04:29 - Siloed vs collaborative onboarding approaches 00:05:33 - The human side of tech tools 00:06:26 - Accountability in implementing new…

How do you serve the "perfect" customer? The one who seems to do it all right. Kristi and Stino unpack that question, and explore what it really means to be a partner to your customers. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:59 - What…

Episode 127: Somer Jefferiss has a...perhaps unpopular...take. ⏱️ Timestamps: 00:00:00 - Intro 00:01:26 - Face-to-face relationships matter 00:02:08 - The value of in-person meetings 00:02:56 - Tackling barriers with onsite customer visits 00:04:03 - JP’s take on remote work in customer success 00:06:22 - Introverts, extroverts, and customer interactions 00:07:00…

Episode 126: How do you keep a team engaged during internal meetings? ⏱️ Timestamps: 00:00:00 - Intro 00:01:07 - So we meet again, Reddit 00:02:58 - Rob's framework reveal with 4 Ps 00:04:18 - Reducing meeting fatigue with purpose 00:06:21 - Team alignment and personal benefit 00:07:08 - Normalizing meeting…

Episode 125: Maryann Lazzeri has a secret weapon that she wants to tell you about. ⏱️ Timestamps: 00:00:00 - Intro 00:01:55 - The power of networking in customer success 00:02:12 - Ranking relationships: internal vs. external 00:02:52 - Dillon’s journey to network through podcasting 00:03:41 - JP’s networking epiphany and…

Episode 124: Dr. Mike Lee is a CS traditionalist, and he has thoughts about the state of the industry. ⏱️ Timestamps: 00:00:00 - Intro 00:02:00 - Revenue focus: a customer success dilemma 00:04:31 - The happy medium or a needed firewall? 00:06:09 - Can sales enhance customer relationships? 00:08:00 -…

Episode 123: Amidst an AI surge, Richard Blank believes in language more than ever. ⏱️ Timestamps: 00:00:00 - Intro 00:01:02 - Richard Blank: Journey from Northeast Philly to Costa Rica 00:02:14 - Gamification and creating a fun work culture 00:04:45 - Proactive vs. reactive: The call center approach 00:05:38 -…

Episode 122: Stephen Wise knows you know how to CSM. Now, let's start systematizing. ⏱️ Timestamps: 00:00:00 - Intro 00:01:49 - Rethinking product onboarding success 00:03:32 - Defining success: customer vs. product team 00:05:05 - Scaling customer success for Series B growth 00:06:40 - The importance of repeatable onboarding 00:08:01…

Episode 121: When looking for a new gig, your story says everything. ⏱️ Timestamps: 00:00:00 - Intro 00:00:37 - JP ditches for Miami 00:02:00 - A Reddit dilemma: crafting a CS career story 00:02:42 - Lack of commercial experience: The real issue? 00:03:07 - Telling your story: Filling gaps without…

Episode 120: Italian expat Viviana Bertinetto wants to remind you big of a world it is out there. ⏱️ Timestamps: 00:00:00 - Meeting the crew: warm welcomes all around 00:00:38 - Viviana Bertinetto: CCO of a global startup 00:01:14 - What's on your mind, Viviana? 00:01:26 - Navigating multicultural customer…

Episode 119: Russell Bourne has one deceptively easy suggestion for becoming less reactive. ⏱️ Timestamps: 00:00:00 - Intro 00:01:28 - The importance of setting clear goals 00:02:15 - Avoiding workplace whack-a-mole 00:04:13 - Investor impact on business goals 00:06:22 - Consulting insights: early-stage companies 00:06:41 - The pyramid principle for…

Episode 118: Autumn Shepard brings some Six Sigma HEAT to the Standup. ⏱️ Timestamps: 00:00:00 - Efficiency vs PlayStation: a balancing act 00:00:33 - Welcome to the Daily Standup 00:01:15 - Meet Autumn: customer success veteran 00:01:53 - The power of value mapping in startups 00:02:45 - Steps to value…

Kristi and Stino answer one listener's question on how a customer success manager can take back control and manage internal conversations around customers at risk. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:19 - Did we answer Peggy's question? 00:02:47 - Today’s question: managing customer…

Episode 117: Ryan Deal has some tips on how best to present yourself, both professionally and personally. ⏱️ Timestamps: 00:00:00 - Welcoming the lifers 00:01:01 - Meet Ryan, from salesperson to CS leader 00:02:47 - How personal branding defines your career 00:03:29 - The power of intentional self-representation 00:04:50 -…