How can you, as a leader, truly empower your team to reach their full potential? In this episode, we discuss what it means to enable team members to recognise their potential or unique talents and how to approach difficult conversations.My guest is Nieves Canada, a leader in customer success and a passionate advocate for enabling others.Nieves shares with us her journey from being a translator to becoming an executive in the tech industry, she also discusses her purpose of empowering oth...

What's it like to move from sales to customer success? My guest Sara shares her career journey, how she moved from sales to CS, and how she's building strong customer relationships.Sara Arecco is the head of customer success and experience at Antavo, and a mentor at Women in Customer Success. Sara shares her experiences of moving from sales to customer success, the challenges of transitioning from a peer to a leader, and the importance of collaboration across departments.We also talk about he...

Ever feel like you’re not good enough, even when you know you’ve earned your spot?My guest, Ashley Stamps-Lafont, opens up about her experiences with imposter syndrome, especially as a woman in tech leadership. Ashley is a customer success executive and full-time mom. Over her 15-year career, she has led over 100 post-sales professionals in both VC and PE-backed SaaS companies.Ashley and I talk about the emotions around the election results and how they resonate with many of us, especially wo...

Pragya Dubey, Vice President of Global Services at Agility PR Solutions is my guest in this episode of the Women in Customer Success podcast.She talks about her career in public relations and customer success. With nearly two decades of experience, she shares insights on how the PR landscape has evolved, especially in the age of social media and the challenges that come with it.She is a leader in customer success, focused on building strong partnerships that help both the business and the cli...

Are you saying 'yes' to opportunities that come your way?I had the pleasure of speaking with Angeline Gavino, the VP of Customer Success at Katalon and a passionate advocate for women in customer success. We talked about Angeline's journey from the Philippines to Vietnam, where she has built a career in customer success. Angeline shared the importance of owning one's growth and seizing opportunities and advice for those starting their careers.We also talked about Angeline's recent adventure i...

What does it take to create great customer experiences globally? Tune in and hear about the latest innovative strategies that combine AI, automation, and community management from Nádia Vieira, Manager of Global Digital Customer Success at LinkedIn Sales Solutions.We talk about her journey from aspiring journalist to a key player in customer success, the importance of creating personalised experiences for customers, and the potential of AI in improving customer experiences. Nádia sh...

How can empathy be a game-changer in leadership? In this episode, I had the pleasure of talking to Irina Vatafu, the Head of Customer Success at Custify. In her career journey, from her early beginnings to leading high-performing teams, intuition has played a key role in making tough decisions along the way. We talk about how empathy can be a superpower in leadership, transforming the way you interact with both your team and your customers while still driving success.Irina thrives in rol...

Curious about what it takes to transition from the world of academia to an entirely new career in customer success? In this episode, Charlotte takes us on an incredible journey from the halls of Oxford University, where she earned her PhD, to the world of customer success - leading teams in the heart of New York City.Charlotte Jupp is the VP of Customer Success. She empowers and advises cybersecurity teams and C-suite stakeholders on how to strengthen their control and risk analysis across cy...

Want to know the secrets to climbing the corporate ladder without ever leaving your company? In this episode, we’re talking about the essential skills and strategies you need to master to move up the ladder and secure leadership positions - all while staying with the same company. My guest, Rebecca Wallace, is the Senior Director of Customer Success & Support at Workiva. She shares her incredible career journey, providing valuable advice on how to grow and succeed within the same org...

My guest in this episode, Parul Bhandari, shares her incredible journey from starting a career in customer success to becoming the CEO of her own business. She talks about what it is like to be your own boss and the CEO of your own business, the motivation behind her community "South Asian Success", and diversity of background, age, etc.Parul is a Customer Success startup advisor and consultant based in Chicago. She draws from her collective background to design CS organisations that can be s...

Are you ready to transform your career and achieve your career goals?With my incredible guest, Heelee Kriesler, who is a customer success leader, we discuss some crucial career lessons that will not only guide you on your journey but also fill you with the confidence to stride forward. Heelee shares the essential skill sets she’s developed throughout her career, including how to master public speaking and how to position yourself for your next role.In this episode, we talk about:How to take t...

Are you part of customer success communities?Are you curious about the power of communities in career growth?In this episode of the Women in Customer Success podcast, I talk to Cinthia Silva, a FinTech business strategist and a top 25 customer success influencer. We go into the importance of being actively engaged in customer success communities, the benefits of having your own community, finding your tribe, and growing your career within communities. She speaks from her own experiences ...

How can playbacks help you perform better at work? Fallon and I talk about this underrated communication tactic that can improve your customer success skills and significantly boost your career. Because truly understanding what your customers are saying can help you stand out in your professional journey.Fallon Relay is the Global Director of Customer Success at Burt Intelligence. With over a decade of experience in customer success within both SaaS and startup environments, she has seen comp...

Do you need to build a successful customer success function from scratch, but you feel overwhelmed and unsure where to start? In this episode of the WICS podcast, I asked Sara Masson to join me so that we can go into that specifically. Sara is a VP of Customer Success and an innovative customer success professional who’s passionate about customer focus, creative campaigns, and organised project planning.She shares her CS journey, her framework, where to start from, and what the building ...

Are you ready to transform your career and achieve the promotion you've been dreaming of? In this episode of the Women in Customer Success podcast, we talk about the tried and tested ways to take the next steps in your customer success career. My guest Eloise answers the key question: How to progress in your career? and reveals strategies that always work to move you forward.Eloise Salisbury is the Chief Customer Officer at AutogenAI - the UK’s leading generative AI company. She is also the F...

What does it take to build a successful customer success program, lead with confidence, stay in good mental and physical health, and achieve success? That's what you'll learn from my guest in this episode, Erin Stavi.Erin is the founder of Lakeshore Success Strategies. She is a customer success executive who helps startups build successful customer success programs from inception to scale. Companies she's worked with have raised over $200M in capital, been acquired, and gone from $0 to $11M i...

Are you getting stuck while doing a customer journey mapping? Join Jennifer and me as we explore the mistakes to avoid and get advice on creating an effective customer journey map. We also talk about where to start and how to get internal alignment for journey mapping.Jennifer Peters is a Customer Success Leader specialising in Seeds and Series A startups. With more than a decade of experience in the customer success field, Jennifer enjoys the start-up and scale-up environments where the grou...

Are you looking to drive revenue as a customer success team? With Emma, we talk about exactly that along with setting effective team quotas and compensation plans. We also go into Emma's customer success journey. In addition, you’ll hear about her customer success team, how it has been achieving the quotas and what works well for her customer success managers.Emma is Vice President of Customer Success at RELEX, building and scaling high-performing CS teams in a hypergrowth business environmen...

How do you live a big life and achieve your full potential, both personally and professionally? That's exactly what we talk about with Melissa Bickford.Did you know that your habits and values drive personal development and that being proactive can help you achieve your goals? Melissa shares tips on how to live a full and authentic life by exploring your passions and interests, whether it's through a new hobby or focusing on health and wellness. Melissa Bickford is an executive in the so...

Is your CS team transitioning into commercial roles? Then this video is for you! Join us as Therese shares helpful tips on how to transition CSM teams into commercial roles. Learn how to help with mindset shifts in behaviours, team training and development, and master the art of leading a team.Throughout her professional career, Therese has been the face of various industries, from hospitality to sales to customer service. Whether it's greeting guests with a warm smile, closing deals wit...

Latin America. Leading teams dedicated to serving these regions has further strengthened her ability to navigate their unique nuances.Beyond her professional pursuits, she embraces the multifaceted roles of a dedicated mother and an ardent ballet enthusiast—albeit a humble one. You’ll also hear about:How can you help customers achieve their goals?What to include in the customer success plan?What is the right thing to do as a CSM?Tune in and learn what it truly takes to deliver value to e...

Are you looking for ways to boost your career growth and master the art of building a personal brand? Natasha Evans, Head of Customer at Hook is who I welcome in this episode of the Women In Customer Success podcast.Natasha has spent the last 10 years in Customer Success, first as a Customer Success Manager and then leading teams and whole CS organisations. Natasha loves both the building of processes and frameworks in CS as well as building diverse teams and cultures. Natasha is a big a...

In this exciting episode of the Women In Customer Success podcast, I am joined by Giorgia Pedenzini, a Customer Success Manager at Gainsight and a pro at building strong customer relationships. In our conversation, Giorgia gives strategic CSM tips, from deepening your understanding of customer needs to improving customer interaction skills. She shares her journey to becoming a customer success manager and her experience building a career in customer success.We talk about building custome...

In this episode of the Women In Customer Success podcast, my guest is Ursula Llabres, the Global Director of Customer Growth and Commercial Sales at Reality Labs, Meta.Ursula was one of the founding leaders of customer success practice (being one of the first 10 in CS at salesforce.com back in 2005) and has since transformed and led high-performing global teams at some of the top tech companies like Oracle, Salesforce, Box, Microsoft, InsideSales and now Meta to name a few. We talk about...