Videos

Julie Fox is a giver, and she thinks every customer success organization deserves to embrace digital customer success. But her definition of digital differs just slightly... ⏱️ Timestamps: 00:01:26 - Digital CS is for Everyone 00:02:41 - Building a Scaled CS Team for Amplification 00:03:52 - Maximizing Customer Interaction and…

Armando Quintana III is a bit of a renaissance man, to our surprise. But he's also a customer success manager, spending too much of his time wondering about value and how to create it. But more importantly, he wonders what the word even means. Timestamps: 00:01:23 - Should Customer Success…

Jay Sanchez gives his best tip for succeeding in uncertain times, what we're calling the "help me help you" strategy. Timestamps: 00:00:00 - The Secret Recipe 00:01:41 - Aligning Goals with Customers and Organization 00:03:03 - Turning CS Inwards: Help me help you 00:04:30 - Building the Foundations of Customer…

Bob Mathers gained some perspective recently. And it forced him to ask the question: "Does your job love you back?" Timestamps: 00:00:00 - Does your job love you back? 00:01:16 - The Fragility of Life 00:02:29 - Reflections on Being Laid Off in CS 00:03:36 - Job security is a…

What has struck you lately with its lack of taste, variety, and creativity? The guys share theirs, customer success or otherwise! Timestamps: 00:00:00 - The Dreaded Check-In Meeting 00:01:19 - Blossom, Bubbles, and Buttercup 00:02:27 - The Bland Episode 00:03:44 - Applying Business Lessons to EVERYTHING 00:04:54 - Changes in…

Joe Di Grande, founder of the aptly named Joe Does Tech Touch, tells the crew why it all starts (and ends) with clean data. Timestamps: 00:00:00 - Introductions 00:01:27 - The Importance of Customer Success 00:02:32 - Clean Data as an Imperative in Business in 2024 00:03:51 - Being Data-Driven…

Antti Nevalainen hops on board to discuss what he believes most customer success folks get wrong: how and when to copy and paste. Timestamps: 00:00:00 - Discovering the Customer Journey 00:00:52 - Designing the Customer Success Journey 00:01:40 - Building Processes Specific to the Company 00:02:29 - How to Become…

Alex Turkovic enters the chat to talk better cross-functional collaboration between SaaS teams. Who owns what? Who runs the show? How can a customer success manager serve his peers and his customers simultaneously? Timestamps: 00:00:00 - A revelation 00:01:36 - The Importance of cross-functional collaboration in SaaS orgs 00:03:54 -…

The CEO of CogniSaaS, Rupesh Rao, believes SaaS companies miss the plot when it comes to enterprise onboarding. Timestamps: 00:00:00 - The criticality of onboarding 00:01:22 - The Importance of Customer Success 00:02:22 - Leading Indicators of Customer Success 00:03:36 - Measuring Customer Onboarding Progress 00:04:40 - Multi-threading value delivery…

Matt Evans, founder of Prescriptive Outcomes, thinks handoffs are really something else entirely: hand-me-downs. How can your go-to-market team tighten up the hand-off or delete it entirely? Matt gives the guys his take. Timestamps: 00:00:00 - Delete the Handoff 00:01:42 - Sales to CS Handoff Issues 00:03:04 - Eliminating Handoffs:…

We welcome Sharae Matteu to the show, where she highlights what she believes is the most critical skill for a customer success manager to have. Timestamps: 00:00:00 - Fake it 'til you make it 00:01:09 - Confidence in Customer Success 00:02:11 - The Viability of "Fake it 'til you make…

Christine Raby jumps on to chat the modern hiring process. What's different about it today compared to a couple years ago? And how can companies and hiring managers switch it up to accommodate the massive supply while maintaining humanity with their candidates? Timestamps: 00:00:00 - Authenticity in Finding the Right…

There's a new Customer Success hero in town. Or...is there? The boys debate among themselves the purported next biggest thing in Customer Success... Timestamps: 00:00:00 - AI's the new gluten free 00:01:30 - HubSpot's New Service Hub 00:02:49 - A New Suite Within HubSpot for Customer Success Managers 00:04:13 -…

Brad Davis of Success Panda drops a bomb on the TDSU guys: there are few great leaders in customer success. The gang talks methods for upping our leadership game in the profession. Timestamps: 00:00:00 - Introduction to The Daily Standup 00:01:31 - Leadership and Customer Success 00:02:50 - The Deficit…

Kristen Gray Psychas breaks down HER experience as a hiring manager in customer success. What job search tactics are successful, and which are not, when applying for customer success manager roles in today's job market. Timestamps: 00:00:00 - Introducing The Daily Standup by Lifetime Value 00:01:17 - The Importance of…

The effervescent Mary Migiano brings a PROBLEM to the pod: your customer just won't respond. What's your go-to method for fighting through the noise and grabbing their attention? Timestamps: 00:00:00 - Analogies abound! 00:01:31 - Challenges with Unresponsive Customers 00:02:49 - Finding effective communication methods 00:03:51 - Understanding Customer Non-Responsiveness…

Good CS samaritan Kevin Leonor links up with us to share what he believes might grease the wheels in this hectic hiring cycle. Let's stop searching for perfect-fit unicorns, and be open to training to the vertical. Timestamps: 00:00:00 - Find Culture, Train Skills 00:01:40 - Training to the Vertical…

Inspired by the NFL draft this past week, the boys conduct their own draft, customer success style. Rob, JP, and Dillon name the individuals and communities in and around customer success that they want on their team. Timestamps: 00:01:41 - Drafting from the Customer Success and Adjacent Spaces 00:03:12 -…

Betsy Gilfillan joins the TDSU crew to chat about CUSTOMER OBSESSION. What's wrong with the way we use the term today, and how can we turn the obsession into a superpower, and not the weakness that it is today? Timestamps: 00:00 - Introduction and Smelling Like JP 01:32 - Understanding…

The WONDERFUL Ornella Jacobs joins the boys from across the pond to urge the community to SIMPLIFY customer success. Ornella Jacobs asks the community to quit it with the acronyms, the jargon, and the over-complication - let's get back to basics! Bonus: she shares the perfect method for making margaritas.…

WELCOME to The Daily Standup! We're talking to Customer Success and Post-Sales practitioners and bringing you one bite-sized topic *every day*. In this inaugural episode, Rob, JP, and Dillon discuss what they hope to get out of, and deliver on, with The Daily Standup. Timestamps: 00:00:00 - A Cocktail Party…

Breaking down the #1 trick for thriving in customer success. Follow these tips to become a more resilient customer success manager and install resilience in your customer success practice overall! Timestamps: 00:00:00 - The First Value to Cultivate in Customer Success 00:01:20 - Effective Skills in Customer Success 00:01:56 -…

Discover why aligning sales and growth strategies is crucial for success. Learn how this alignment can provide insights to diagnose and prescribe the right solutions for business growth. #SalesAlignment #BusinessGrowth #SalesInsights #GrowthStrategies #BusinessSuccess #SalesAndGrowth #SolutionPrescription #SalesTips #BusinessAlignment #SalesGrowth #CustomerSuccess

Discover how strong ties to product can enhance communication and drive product strategy. #BusinessGrowth #CrossFunctionalCollaboration #ProductStrategy #CommunicationSkills #Teamwork #BusinessPartnerships #CollaborationTips #DepartmentCollaboration #ProductDevelopment #CustomerSuccess