Videos

Derrick Smith II shares lessons on how AI has worked for him, and where he's fallen short in using it. Subscribe to our (not so serious) industry newsletter! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:22 - Derrick Smith II 00:02:09 - AI-powered CSM tools: friend or foe? 00:03:11 - The…

PM-turned-CSM-turned-PM-turned-founder Pallavi Gadepalli shares what made her successful and how her new project builds upon it. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:00:30 - Rob’s train adventure begins 00:00:56 - Meet Pallavi: from developer to founder 00:02:26 - CSMs as product experts 00:03:55 -…

Empathy ain't all it takes, but it's hard as heck to do the (any?) job without it. Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions: https://lifetimevalue.link/subscribe Tell us your thoughts on the show! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️…

Arit Nsemo is a CS leader with a secret: you don't need the title to inspire or to impact change. Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The toilet paper analogy 00:16:00 - Introducing Arit 00:56:00 - Leading from any seat…

If you're wrestling with this job market, Zack Zweber's got some tips for your next interview. Sign up for Lifetime Value's newsletter, with news you can use for early stage technology professionals: https://lifetimevalue.link/subscribe Timestamps: 00:00:00 - Setting the stage for economic value in CS 00:01:00 - From Meta to freelance…

Kathy Fava know what it's like to work for a tone deaf boss, and she's here to tell you why that ain't it. Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Embarrassing path to servant leadership 00:00:25 - Intro 00:01:54 - Kathy’s…

The guys dig through Reddit and find a familiar early stage story. Turns out we can read and write, too. Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:12 - A challenging CSM role 00:02:51 - The reality of customer success without a sales team…

BS in CS alert: Ed Powers wants to clarify how value works in a SaaS business. Sign up for Lifetime Value's weekly newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - The science 00:01:37 - The customer success statement that triggered Ed 00:03:02 - “Customers churn because of value” debate begins 00:05:10 -…

Chief Customer Officer Julien LeTerrien was having trouble putting his finger on what made customer success unique. ⏱️ Timestamps: 00:00:00 - Tom Brady’s never done customer success 00:00:32 - Kicking off with Julien from Mobilexpense 00:01:09 - Introducing travel and expense management 00:02:16 - Passion and building customer relationships 00:04:54…

Rich King Gawlas set out to bridge the gap around artificial intelligence in customer success. Subscribe to our newsletter, publishing weekly! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - RIP KFC buffet 00:00:30 - Introducing Rich King Gawlas 00:01:56 - Bridging the AI knowledge gap in customer success 00:02:37 - AI education and…

Theysaid CEO Lihong Hicken has a vision for how AI can support the customer success profession. Subscribe to our (not so serious) industry newsletter! https://www.lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - A bold analogy 00:00:22 - Introductions and some voice cracking 00:01:23 - AI in customer success 00:02:37 - From long onboarding…

What is inbox zero, and should you be chasing it? Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions: https://lifetimevalue.link/subscribe Tell us your thoughts on the show! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: 00:00:00 - Referee Rob with the…

Danny Luu is relatively new to CSMing, so he's still learning a lot. What's his one tip for others in the same boat? Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Rob remembers 00:00:33 - Welcoming Danny Luu 00:01:06 - From Wells…

RevSetter VP of Sales and CS Will Hance remembers the good old days. Maybe those are rose colored glasses he's wearing. Subscribe to the Lifetime Value newsletter! News, humor, and NO opinions: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Tough love 00:00:47 - Will Hance and RevSetter 00:01:40 - Balancing sales and…

Lauren Berg wants everyone to pay just a little bit more attention to the language they use. It means all the difference. Send The Daily Standup a message via email or voicemail: https://www.lifetimevalue.show/contact/ Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Pirates 00:01:20 - From journalism to…

Technical support specialist Corey "CJ" Joyner talks to people all day long. What's the #1 thing he's learned? ⏱️ Timestamps: 00:00:00 - Banana cognac 00:00:23 - Corey Joyner joins The Daily Standup 00:01:28 - The art of communication in client interactions 00:02:35 - Curiosity and attitude in networking 00:03:52 -…

Customer success platform leader Gainsight acquires artificial intelligence startup Staircase AI. Sign up for Lifetime Value's newsletter! Real news, decent humor, and NO personal opinions: https://lifetimevalue.link/subscribe Tell us your thoughts on the show! Send the show a message via email or voicemail: https://www.lifetimevalue.show/contact/ ⏱️ Timestamps: 00:00:00 - Warming up 00:00:51…

By all accounts, Kinsey Wheelis knows what she's doing. Still, imposter syndrome rears its ugly head. Here are her tips for putting it in its place. Subscribe to the newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Shove it, imposter syndrome! 00:01:02 - Kinsey Wheelis joins The Daily Standup 00:01:25 - Facing…

Georgia O'Farrell's company is changing from a consumer app to an enterprise offering. What are the pros and cons? ⏱️ Timestamps: 00:00:00 - A B2C-to-B2B evolution 00:01:31 - Georgia joins The Daily Standup 00:02:41 - Communication at scale 00:04:01 - Benefits and challenges of a B2C foundation 00:06:09 - Managing…

What do early days Microsoft and tuna sandwiches have in common? Nobody knows! But this was a fun one with Emma Lo. Sign up for the newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - What's old is new again 00:00:23 - Emma Lo joins The Daily Standup 00:01:52 - The rise of…

Dane Zdunowski is on the ground floor of a department's inception. This episode of The Daily Standup is all about that experience. ⏱️ Timestamps: 00:00:00 - Started from the bottom with Dane Zdunowski 00:01:21 - The new principal client success team 00:03:41 - Reasons for creating the principal team 00:04:44…

Elizabeth Italiano knows if you ain't multithreaded, it's only a matter of time before you're not threaded at all. ⏱️ Timestamps: 00:00:00 - Mastering multithreading with Elizabeth Italiano 00:00:10 - Welcome to The Daily Standup! 00:00:44 - Introducing Elizabeth Italiano 00:01:33 - What not to do in CS 00:02:10 -…

Dave Jackson isn't afraid to shake things up. In this episode of The Daily Standup, he envisions a world without customer success. Send The Daily Standup a message via email or voicemail: https://www.lifetimevalue.show/contact/ Sign up for Lifetime Value's newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - In a world without customer success…

Sara Roberts is the founder of Bayview Talent, a recruitment firm focused on early-stage SaaS companies hiring for customer success roles. That means you should listen up when she gives advice on how to stand out in your job search. Sign up for Lifetime Value's industry newsletter! Real news, decent…