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...

In this episode, my special guests are Emilia D'Anzica and Sabina Pons, both mothers in Customer Success. Emilia is the founder of Growth Molecules, and Sabina is its Managing Director. They co-authored a book called 'Pressing ON as a Mom in Tech' - a guidebook for mothers who want to thrive in tech. In this video, you’ll hear about:  Sabina’s journey as a young mom in corporate AmericaEmilia’s experience about what it looks like to be a mother in techMaternity leave for women in...

In this episode, Marley Wagner, a digital customer success consultant with a wealth of experience, takes you on a journey through the digital customer success landscape. Discover how to get started with digital customer success, achieve work-life balance, and how to be a good customer success professional. In this episode, you’ll find the answers to these two questions:  What does a digital customer success consultant do?What is digital customer success experience?Plus, if you were wondering...

In today’s episode, we will be breaking into Customer Success and how to stand out when applying for a job in CS with Shannon Nishi. Shannon is the Director of Customer Success at Customer.io, and has been through a bunch of interviews on both sides of the chair herself.  So in this episode, she shares with us: How to read your audienceProcesses for business continuityHow to write a resume that speaks to the hiring managerResume red flags and how to avoid themMistakes to avoid in your job...

Vicky Kennedy, Founder of Echtus, a customer education service, shares her insights on why it is important to strategically design customer education. She takes us through her journey from academia to entrepreneurship, highlighting her experience in higher education and the transition to the tech industry. If you want to know more about incorporating targeted customer education into your Customer Success strategy, then this conversation is a must-listen. In this episode, you’ll hear...

Nicky Feeney, ClickUp's global success enablement manager, shares her journey from account management to crafting her unique role within the tech industry. She’s managed to get promoted to her new role in only three months.  In this episode, you’ll hear how it happened. We focus on the importance of fine-tuning interactions with supervisors and clients, emphasising the significance of celebrating victories alongside addressing challenges. Here's what we cover in our interview: Creating...

My guest in this episode is Julie Fox - one of the Top 100 Customer Success Strategists, and one of the 25 Creative Leaders. She is a people leader who deeply cares about her team; and cares about them as humans, taking care of their wellbeing at work. Her current role is Sr Manager of Customer Success at FloQast.  Julie's story is far from ordinary, with roots in special education and strides in commercial real estate. However, with a special interest in coaching and a growth mindset, she...

In this episode, we join forces with Elizabeth Italiano, a Go-To-Market Expert and Founder of What Not To Do, to talk women in tech - challenges and solutions.    Elisabeth's plentiful experience in the industry makes this episode a real conversational treasure chest. So, be prepared to get tons of insights on:     ·       How to overcome the current challenges faced by women in tech ·       Why women need to be more assertive (and how to do it) ·       Negotiation skills women need to...

Unlock the secrets to thriving in customer success and the nuanced craft of cross-selling with the insightful Kristen Gray Psychas from Banzai. In our latest episode, Kristen, a trailblazer in the customer success landscape, offers a treasure trove of strategies that promise to elevate your career trajectory. Her transition from international relations to influencing the growth of a publicly-traded tech giant is nothing short of remarkable. But it's her candid sharing of how she navigates...