Videos

Jan Young, omnipresent force in the customer success and post-sales communities, shares her mission with the guys: empowering every leader in the profession to earn their right at the executive table. ⏱️ Timestamps: 00:00:00 - Earning a seat at the table 00:01:37 - Building a customer experience community and courses…

Jim Jones is like the rest of us, working to design a health score for his customers. Except...he has no data to work with. Now what? ⏱️ Timestamps: 00:00:00 - Measuring customer happiness without data 00:01:32 - Customer success without telemetry 00:03:00 - A unique delivery model 00:04:24 - Building…

Matt Bennett of Ritten.io spends much of his day thinking about mental health. He comes onto the show to pose some questions about how to optimize it while working in customer success. Timestamps: 00:00:00 - Managing the noise and easing the mental load 00:01:40 - Challenges of customer success in…

Sheryl Hawk has a PSA for all the Lifers: your ideal customer profile is not your total addressable market is not your persona. She works with the guys on untangling the three. ⏱️ Timestamps: 00:00:00 - ICP & TAM, IYKYK 00:00:58 - The difference between ideal customer profile and persona…

CS & SaaS continue to evolve. But our love for the profession is undying. Why, exactly? ⏱️ Timestamps: 00:00:00 - Gentleman's Choice: Why we love customer success 00:01:23 - The Evolving Role of Customer Success 00:02:20 - Understanding the Business Model 00:03:09 - The Complexity of Customer Success 00:04:03 -…

Jared Orr is a veteran customer success manager and business owner running a copywriting business catering to SaaS companies. He explains why he believes content is a critical piece of your retention strategy. ⏱️ Timestamps: 00:00:00 - Being part of the conversation 00:01:28 - Starting a business 00:02:46 - Transitioning…

De'Edra Williams is ready for an evolution, and she's here to tell us how alignment will play a pivotal role. ⏱️ Timestamps: 00:01:32 - Customer success 4.0 00:02:52 - The evolution of customer success 00:04:03 - How we got here: CS 3.0 00:05:14 - Understanding the "Why" 00:06:34 - Tension…

Jeff Kinsel, the self-proclaimed Sultan of SaaS, knows its a stressful time. But with times of discomfort come opportunities for advancement. Jeff tells us how. ⏱️ Timestamps: 00:00:00 - $$$ 00:01:17 - Customer success in times of crisis 00:02:12 - The make or break moment in customer success 00:03:13 -…

Felicia Rella thinks its high time we raise our standards in CS, and embrace a lot more standardization in the process. Timestamps: 00:01:25 - Standardizing Customer Success as a Profession 00:02:32 - Varied Roles and Responsibilities 00:03:40 - The Problem with Vague Job Titles 00:04:45 - The Evolving Definition of…

Rob, JP, and Dillon go forum-diving for the hottest customer success topic on the internet, and come up with a classic battle royale. Timestamps: 00:00:00 - An optimist's point of view 00:01:39 - Does the structure work? 00:03:17 - Masterful negotiations 00:04:51 - Limiting future opportunities and layoffs 00:06:17 -…

Stijn "Stino" Smet attributes much of his success to his white glove approach that he and his team employ. Learn from him why he believes white glove service isn't going anywhere soon. ⏱️ Timestamps: 00:00:00 - Awkward Car Meeting 00:01:40 - Meeting your idols 00:03:22 - Value of personal connections…

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 -…