In this episode, our host Anika Zubair chats with Erika Villarreal, Senior Customer Success Manager at Condeco about how to build your personal brand in Customer Success and how your personal brand can land your dream job.  Landing your Customer Success dream job is far from being a simple task. It is a competitive industry and you need to find a way to stand out from the crowd - and that’s where your personal brand comes in. When done right, personal branding is a tool to help climb the...

In this episode, our host Anika Zubair chats with Matt Myszkowski, VP of Customer Experience for EMEIA at Cision about why mental health should be prioritized in Customer Success.  Mental health might still be a taboo topic in your Customer Success department, but we are here to help you change that. So, what are some of the first steps a CSM or a CS leader can take in making sure that mental health is prioritized at their workplace and that it is actually “ok not to be ok”? And how do you...

In this episode, our host Anika Zubair chats with Vijay Mehrotra, Professor of Business Analytics and Information Systems at the University of San Francisco about what tomorrow's CS leaders are being taught. Just a few years ago, Customer Success was still an emerging profession and barely mentioned at university. Many of us have ended up in the industry through a different career path, such as sales, marketing, or product. So, how did CS go from being unknown to being taught as one of the...

In this episode, our host Anika Zubair chats with Andrew Marks, Co-Founder of SuccessHACKER, about how to build effective health scores. Today, most businesses are adopting some level of health scoring in order to track if their customers are healthy or not. So, what are some of the basic metrics that you need to put in place to understand health scoring? And when should a SaaS company consider building out a health score? Check out SuccessHACKER: https://www.successhacker.co/ Podcast...

In this episode, our host Anika Zubair chats with David Jackson, CS Coach, Author and CEO at TheCustomer.Co, about why we should focus on people, not customers. In the early days for SaaS companies, we tend to focus on sales and product led growth as we are trying to find some sort of proof of concept of a product. So, when should a SaaS company really shift to customer led growth? And why should customer success focus on people and not necessarily a company or logo name? Link to David's...

In this episode, our host Anika Zubair chats with Jeff Heckler, Director of CS Solutions at MarketSource (former Global Head of CS at Pipedrive) about scaling CS teams and CS models. Scaling Customer Success in (any) organization is not a simple task. It requires the right combination of technology, people, and processes to hit the mark. For example, how do you manage to keep up with rocketship growth and make sure you have a team and process around this to scale effectively? Podcast...

In this episode, our host Anika Zubair chats with Jennifer Cramer, VP of Customer Success at Planhat about "is all churn bad"? Every SaaS business is fearing churn. It is also one of the most important metrics to be tracking for all Customer Success teams. But maybe not all churn is bad? For example, should it be okay to let go of bad fit customers? And when should a SaaS or tech company start monitoring and measuring churn? Podcast enquiries: [email protected]

In this episode, our host Anika Zubair chats with Emily Garza, AVP of Customer Success at Fastly about CS responsibility for revenue. Customer Success responsibility for revenue is a hot topic and highly debated in the CS world. So, should a CSM hold a revenue target? Should CSMs be compensated like we do in sales? And should we really be charging for CS or should it be baked into the cost of goods sold? Podcast enquiries: [email protected]

In this episode, our host Anika Zubair chats with Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud, about the taboos of Customer Success. 

Our host Anika Zubair chats with the inspiring Elisabeth Courland, Digital CSM at Talentsoft, about data driven customer journeys in digital CS.

In this episode, our host Anika Zubair chats with Fran Beckley, Head of Client Services at SourceBreaker, about keeping CSMs engaged at work and career development. Remote working has become part of the new “normal” and being distant from your team can make it hard to gage what your CSMs are doing, how much they enjoy the job and any issues they may be facing. So, how do you ensure that your CSM team is engaged and what avenues are in place for their career development?

Our host, Anika Zubair speaks with Dan Farley, VP of Customer Success at Seenit on how to make impactful Customer Success changes during Covid-19.COVID-19 has completely changed the global economy and it is now, more than ever, extremely important for teams to work together. It is especially important that Customer Success teams come together, strive to retain customers and support their customer base. As a business, it is difficult to know what to focus on, as there is no playbook for these...

Working with third party vendors to provide your customers with additional services is beneficial to you and the other vendor involved. It can do a lot from a sales perspective by helping to drive business to you and your partners business more quickly. But in Customer Success we’re all about the relationship post-sales, and there is no reason to drop the ball on the customer relationship and success for either party. The third party vendor relationship can be a challenging one to...