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Scaling CS with Dan Ennis from Monday.com
This week, Dan Ennis, Manager of Scaled Customer Success at Monday.com joins Jay Nathan to continue our series about Scaled CS.
Starting with Dan's definition of scale, "Increasing the impact with customers without necessarily having the same increase in input on the human side", Dan walks us through the scale process Monday.com went through.
Sharing some focused areas that shifted from a 1:1 to a 1:many without a heavy internal lift with ideas such as Office Hours, communication shifts, measuring everything and using that data to identify priorities, and developing asynchronous content, Dan provides some valuable methods that were successful for his team and customers.
Connect with Dan here
Good Strategy, Bad Strategy Book Summary
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Scaling Customer Success with Nisha Baxi from Gong
This week Jay Nathan is joined by Nisha Baxi, Head of Community and Digital CS at Gong to discuss the 5 questions that are often asked by companies who haven't implemented community.
* Why Community (What is the ROI/Value)
* Who should own and run customer communities?
* How do you staff a community?
* How do you get people to share content in a new community?
* Should your community be open?
Nisha shares how Gong has become a community that their customers rely on for information, support, and connections. If your company is considering a community, or if you are looking to expand community into Customer Success, be sure to add this podcast to your queue!
Connect with Nisha
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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10-Minute Trumpet: 3 Keys for Scaled Success
This week Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small number of things very well.
* Simple options such as education and training
* Tracking consistency
* Strong content that resonates with customer needs
By making sure these pieces are well built and have strong customer awareness, you are setting the stage for a scaled approach that works.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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10-Minute Trumpet: 3 Layers of Education: Product, Business, Market
This week, Jeff Breunsbach takes a look at some important components of customer education:
Product
* Learn what part of your product aligns with the customer needs
* Our customers don't need to utilize every part of our product or be aware of every new feature
* Focus on the features and aspects they need and help them become experts in those areas
* Specialized education is better than a 1 size fits all versio
Business
* Use educational pieces that help your users have a better understanding of their own business goals
* This helps make sure they are maximizing your product for their needs
Market
* Understanding market trends can help your customers understand how your product fits into their goals
* Keep an eye on other products that have overlap and make sure those intersection points are well understood
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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10-Minute Trumpet: Having a Named CSM
This week Jeff takes a look at the impact of equating a Named CSM with quality service. With the current economy, having a named CSM is a luxury many companies are no longer investing. CS teams are now in a position to pivot, but an understanding of that impact must be understood in order to successfully transition.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles
This week Jeff takes a moment to talk through the waves of the Customer Success Team journey.
There are typically 3 waves of focus within the team as specialization becomes necessary.
First 2 waves are mainly focused on 1:1 programs while the 3rd is all about scaling.
However, in this state of moving away from 1:1 towards a more scaled focus, we need to add roles from the 3rd wave much sooner int the process.
Learn more about setting your 2024 team and plans up for the best possible outcome.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Integrating Your CS Goals with Community
This week, Nicole Saunders, Director of Community at Zendesk talks with Jeff about how community can help bring value to the customer experience by bringing CS in as a strong content provider.
* Helps move from a transactional to a relational and learning experience
* Helps align the community around scaled ideas to create synergy and utilize tools and offerings collaboratively across the company to become more retention focused
* Helps focus on certain KPIs and metrics that other teams have so you can use the data to tell the story of the customer and the community well
Connect with Nicole
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Scaling CS: Tessa Thorburn with Loom
Another session in our Scaling CS series, Tessa Thorburn, Head of Customer Success joins Jay to talk about how her team at Loom has used scale to increase their efficiency and value to customer. From role specialization to programs that scaled well, she shares her insights and experience in helping her team increase customer value effectively.
* Building the case for role specialization
* Use case webinars
* Listening to customers at scale
* Re-onboarding
* Technology
* Communication through change
Connect with Tessa
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Scaling CS: Mike Sasaki with Emburse
In this episode, Mike Sasaki, VP of Customer Success at Emburse talks with Jay about scaling CS. Not simply from a growth perspective, but a more important impact on profitability focus. From areas of his business he has been able to scale effectively with strong results to other areas of consideration that have to be managed when scaling programs, Mike's practical examples and insights will help you take a look at scaling in a broader way.
Connect with Mike
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Rolling Out Changes
Change is inevitable, but how a leader handles it can be the difference between success and failure.
Join Dillon Young, Leader of CS at Maxwell as he and Jeff Breunsbach take a look at changes and how to handle them well.
* Identify issues and gaps, focusing on leading indicators
* Evaluate potential solution effectiveness identifying lagging indicators
* Trust your fellow teams to do their part in the process...change has to include everyone
* Ask questions and collaborate
Bottom Line:
- Prioritization is important
- Determining effective use of time for resources
- Make sure what you are measuring has an impact and improvement will be invested in
Connect with Dillon
Lifetime Value
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Implementation is Not Onboarding
This week Jeff Kushmerek joins Jeff Breunsbach to talk about the difference between onboarding and implementation
Onboarding
Implementation
OngoingFinite Period
Measurement - Time to Value
Measurement - Time to Launch
No handoffs
Multiple handoffs
Jeff K. shares his insights into how to handle the differing needs of Implementation in a way that supports the customer's goals, the metrics needed to be measured, and the outcomes that need to be defined.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Setting Priorities for Your Team
Sandy Yu and Jeff Breunsbach talk about the importance of priorities in this week's Gain Grow Retain podcast. Knowing that there can only be one priority at a time, how do you select what to focus on? Here are some of the questions being discussed:
* Prepare by understanding the resourcing, the organizational needs, and the cost of NOT doing it for each potential priority
* Decide after gathering data (but don't let the research go on too long!)
* What are the responsibilities of the leader in helping the team successfully work on the prioritized project?
* How can you utilize routines to make it outcomes focused without stifling creativity?
Connect with Sandy
Revenue CCO
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Scaled CS: Daphne Lopes, Hubspot
Daphne Lopes, Principle Manager of CS at Hubspot joins Jay Nathan to talk about Hubspot's focus on meeting each customer at the right time with the right information through scaled CS.
In this episode, learn how segmentation, data models, content, and cross-collaboration all play a foundational role in creating a customer experience that is based on scale without sacrifice.
Connect with Daphne
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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How CS Leaders Can Adopt AI
This week Rohan Gupta and Gopal Srinivasan, Partners at Deloitte, join Jeff to talk about a hot topic: AI in Customer Success.
Generative AI has made access more accessible for the average person, but what are some ways CS teams can utilize AI to support the work they do in a more effective and efficient way? From practical suggestions for getting started to potential roadblocks, the conversation focuses on the shifts teams and companies need to start making to utilize this powerful tool.
Connect with Rohan Gupta
Connect with Gopal Srinivasan
* Implications of Generative AI: https://www2.deloitte.com/us/en/pages/consulting/articles/generative-artificial-intelligence.html
* Sustainable Growth in SaaS: https://www2.deloitte.com/us/en/pages/consulting/articles/enterprise-saas-ndr-growth.html
* The Shift to Customer Outcomes: https://www2.deloitte.com/us/en/pages/consulting/articles/the-shift-to-customer-outcomes.html
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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10-Minute Trumpet - Specialized Roles
This week, Jeff discusses the various stages of the CS team and focuses on the newest realm of specialized roles. All of the stages are important to building an effective team. These specialized roles: Scaled Program Managers, Customer Marketers, and Community Managers can help drive specific outcomes by developing campaigns that benefit customers whether they have a named CSM or not.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault -Building Relationships During Uncertain Times
In this re-release from April 2020, Jay Joined Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series.
Although they talk about the impact of COVID on the market in general and customer engagement specifically, the conversation is just as relevant today as teams undergo major changes that often result in the loss of your primary stakeholder. After sharing some practical tips, the group them shifts to answering audience questions, making this a great podcast to revisit.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Scaling CS with Community
This week, Jay Nathan talks to Shauna McClemens about how Higher Logic Vanilla has built a strategy utilizing their customer community to scale CS programs. By ensuring that the entire community is focused on customer success, companies are able to provide a space for 'the right information at the right time for the right person' in a way that is more effective than any other method.
Listen to the process she and her colleagues worked through to move from a space that was operating without leadership to one that is providing value to customers through a variety of opportunities.
Connect with Shauna
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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10-minute trumpet - Relationships at Scale
This week, Jeff takes a quick look at the increasing need to build relationships, and the need to do it at scale.
Why scale a relationship? The changing dynamic of the stakeholders themselves as well as the need to move away from a single point of contact are all factors. Take a listen to a variety of ways Jeff suggests to not only scale your relationships, but do it in a way that builds value beyond the current relationship building processes.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
*This podcast is sponsored by Higher Logic Vanilla.
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10-Minute Trumpet - Over-indexed on having named CSMs
This week, Jeff takes a quick look at the idea that every customer gets a CSM. This belief has resulted in high costs, lower impact, and a mistaken idea that the CSM is the solver of all problems.
Instead, focus on your top revenue generators for 1:1, and look at scaling the rest in an effective and valuable way. Strong self-service is much more valuable than a CSM with a 500-customer book of business with little to no interactions and no additional programs to support their needs.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
This weeks' podcast is brought to you by Totango, a GGR Supporter
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Scaled CS is all about efficiency
Scaled CS is a hot topic due to the constraints most organizations are facing, but what does that really mean and how do you do it well?
Chris Dishman, SVP of Customer Success at Totango spends some time with Jeff sharing his insights. Scaling CS doesn't change the focus of CS, it simply looks at ways to make the process of helping customers realize value more efficient, usually with the support of technology.
During the podcast, Chris takes a look at making sure your tech stack is set up well, how to removing the friction your customers face, and using composable customer success to ensure processes are bringing value to the customer.
Connect with Chris
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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10-minute Trumpet - Take Pressure Off Your CSM Team
This week, Jeff takes a quick look at how to help your CSM team manage the increasing pressure they are under: 1:many programs.
Jeff walks you through 5 steps to move quickly into some effective and simple ways to to allow your CSMs to scale where they can so they can focus on what they need to.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
Today's episode is sponsored by Totango
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The Vault - 7 Pillars of CS
This week we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success.
Focusing on the fact that it is moments with the customer rather than the customer relationship that is owned, Wayne shares how focusing on those key moments will provide a stronger customer experience.
With some practical examples, Wayne shares how companies who build for success through optimizing processes internally while still focusing on the customer's definition of success create the most impactful experiences.
Connect with Wayne
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Want to Become a World Class CSM?
In this 10-minute trumpet, Jeff Breunsbach shares his views on how CSMs should be preparing for career growth. Instead of the Enterprise-level CSM being the goal, focusing on building scaled CS skills is going to give you the biggest bang for your buck.
How?
* Leveraging a 1:many focus in areas that increase your reach
* Focus on writing skills
* Identifying self-service opportunities
* Large-scale impact on customers instead of a 1:1 focus with limited reach
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault - Where does Community fit into your Customer Success Strategy?
In this Vault episode from October, 2020, Joe Huber, formerly the Customer Community Strategist at Sprout Social joins Jeff to talk about the impact of community as a part of your organization.
Not only can community provide space for customers to share best practices, create sub-groups based on focus, needs, and company type, share processes and templates, but it brings value to your brand just by providing this space.
Learn the steps necessary to prepare your community launch (or relaunch) for success, all the way through engagement, and finally identifying important metrics in a way that helps move to a 1:many program that supports the work of Customer Success teams.
Connect with Joe
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Jay Nathan’s Take on CS
First aired on Leadership Masterclass on June 4, 2023, Jay Nathan joins Subha Shriniivasan to discuss multiple aspects of Customer Success.
From the start of Gain Grow Retain to Jay's thoughts on Customer Success's role in a variety of organizational goals, this episode dives into some of the common questions being asked.
* Why do we need CS?
* How is CS different from other go-to-market functions?
* How can companies drive customer experience to build credibility for new customers?
* How do you structure your organization?
* Should CSMs become Account Managers?
* How should you measure the success of a CS team?
* What role does digital CS play?
* How should the CS team engage with other teams to tie to value and goals?
* Should CS own up-sells and cross-sells?
* Will AI replace CS?
Hear Jay's take on each of these topics as he shares practical reasons for his beliefs and steps to move into more effecient and strategic processes.
Original Episode Link
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Using Events to Strengthen Your Customer Experience
Events are no longer a 'nice to have' for companies. Instead, they are opening the doors to stronger relationships and engaging with customers to become a massive opportunity in a people-first Go-to-Market' plan.
This week, Mark Kilens, CMO at Airmeet joins Jay to talk about how they are using events as a catalyst for understanding and ultimately supporting customers through thoughtful, scalable events that are creating two-way experiences in a fast-moving and dynamic way.
Connect with Mark
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault - How CS Operations can Help Scale
This week GGR dusts off another gem from the past, this one from December 4, 2019.
A strong CS Ops team can make a huge difference within an organization and be a force multiplier for the entire CS team. Jennifer Kirkland (formerly VP of CS Ops and Professional Services at Conversica, currently Executive VP of Client Success at Axero) joins Jeff and Jay to talk about how Jennifer used her account and product management experience to create a process that made a difference and helped the CS team build effective 1:many processes.
How are you using your CS Ops team to increase your team's efficiency and effectiveness?
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Renewals
Where should renewals live, and why it doesn't really matter...
That's the focus of a conversation between Julie Fox, Senior Manager of CS at FloQast and Jeff Breunsbach this week. Regardless of which department owns the renewal process, it really has to be a team sport, where success is based on the involvement of everyone.
Customers do not renew (or not) based on single experiences or relationships, so making sure a strong customer experience exists across all departments is going to be important.
Connect with Julie here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Focus on Your Customer
Are your customer meetings focusing on your product or your customer?
If you are spending time talking about your product, you are leaving a lot of value on the table (and probably finding it difficult to get your customers to keep coming back for more).
This week, Bob London and Jeff Breunsbach spend some time talking about how a shift from a product focus to a more strategic role that supports the high level goals and needs of your customer can increase the impact and alignment you have.
* Move into authentic conversations rather than presentations
* Show how other companies are using your product successfully
* Include both tactical and strategic components in your interactions
* Learn the industry needs by finding resources and conversations that allow you to understand where issues and interests are focused
Connect with Bob here
Free UBR Training
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Making Your CSMs Become Great Change Management Experts
Your customer won't wake up tomorrow thinking "I cannot wait to use XX product more today!"
Jeff Breunsbach takes some time to look at the role change management plays in product adoption.
* Look for ways to reduce customer effort
* Identify business problems to solve
* Update processes where necessary
* Identify customer stakeholders who will be impacted
* Integrate into their existing tech stack
Moving into helping customers through change management with a new product adoption can help you be seen as a business process and minimize the gaps or risks that exist before they impact adoption.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Meeting Prep is a Lost Art
Are you making sure your meetings are 'Can't Miss'?
In this week's 10-minute trumpet, Jeff talks through some simple ideas for not only using meetings strategically, but adding simple before and after processes that can hep you make a lasting impression and stand out.
'Do the simple things really well'
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Building Predictability Into Your CS Organization
Rod Cherkas, CEO and founder of HelloCCO, joins Jeff Bruensbach this week to talk about creating predictability and stability through consistence processes, which come from building consistent skills.
In order to make this happen, CCOs (or those who aspire to become one) should focus on:
* Building cross-functional relationships
* Communicating effectively
* Segmenting customers and building plans for each segment
* Use 1:many processes for repetive CSM work
* Help stakeholders learn customer experience
Connect with Rod here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Our CSMs Are Really Change Management Experts
CSMs are really in the business of helping our customer champions become really great change management experts. Let's prepare our customers for the people, process, and technology updates necessary to adopt our product
Connect with Garrett here
Connect with Michael here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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CSMs should be great change management experts
Customer success teams aren’t here to simply train the customer on using a product.
Customer success teams are change management agents. Helping guide a customer to an outcome through people, process and technology habits.
Reframe the thinking for your CS teams.
Join the conversation.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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10 Customer Churn Benchmarks for SaaS Leaders
This week, Greg Daines, CEO of ChurnRX joins Jay and Jeff to talk about churn benchmarks. Some key highlights:
* no statistical alignment between whether satisfied customers stay (CSAT)
* inertia is real - make sure you aren't giving your customers a reason to leave
* story telling the history of your relationship is a good thing
* measurable results is one of the largest factors in longer retention
* make sure your customers are measuring results
* bridge the gap here, especially if results measuring is difficult
* focus on helping your customers utilize your product effectively
* Ask good questions as you set up measurement goals
What benchmarks are you seeing as vital towards predicting potential churn?
Connect with Greg
ChurnRX
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Churn Benchmarks
Are your churn benchmarks telling you what you think they are?
Jay Nathan takes a look at the Churn benchmarks for SaaS leaders by Greg Daines, CEO of ChurnRX and some of the results might surprise you!
Jay shares some key takeaways for 5 of the 10 benchmarks reviewed in the report.
* CSAT - no statistical correlation between customer reported satisfaction and customer lifespan.
* Customer Results - is your customer achieving measurable results and is your CS team including this in conversations?
* Negative Experiences - customer with high number of tickets are not the customers to worry about.
* Account Down Sell - These customers are not likely to churn.
* Annual Billing - an important area to move into to increase ARR.
As you listen to this podcast to unpack each of these statements, did any of these surprise you, and are you tracking the right churn benchmarks?
Connect with Greg
ChurnRX
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Strategic, Tactical, and Operational
Are your CSMs operating with a single point of contact?
Damien Howley, CCO of Whip Around shares how having a Strategic, Tactical, and Operational focus in your customer relationships not only prevents that single point of failure when a main contact leaves, it strengthens your customer knowledge in a way that cannot be done with a single relationship.
Learn what this looks like in real life, and how to effectively ensure your CSMs are utilizing this process well.
Connect with Damien here
Buy Damien's book
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Scaled CSMs Should Be Creating Content
Are you using scaled CS as a universal engagement strategy? If not, you are missing out on giving your team the chance to build out their roles due to lack of bandwidth.
In building relevant and actionable content, it is important that you:
* know the persona
* know the product
* know the market
* share best practices
* have a variety of content types* webinars
* workshops
* 5-7 minute recordings
* in-product guies
* templates
* social media
The result of a strategically planned content library that is easy to access is stronger customer engagement across all segments. It also allows your team to maximize the 1:1 activities that drive the outcomes you are looking to help your customer with.
What ways are you using content to strengthen your customer engagement?
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Scaled CS is Looking Alot Like Marketing
This week, Karessa Parish, Growth Marketing Manager at ClassTag joins Jeff to talk about the connection between scaled CS and marketing.
Here are some of the key takeaways:
* Look for ways to automate things that you do over and over
* Evaluate your content to align with customer self-service needs
* CSMs should be facilitators rather than information keepers
* Give a space for customers to talk to each other
* Examples of scaled ways to grab your customer's attention
Connect with Karessa here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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QBRs Need an Overhaul
QBRs are a topic of conversation almost any place that CS professionals gather. That is because they are a vital tool in helping customers understand how your product aligns with their business goals.
The problem is these meetings have become another task, and one that many customers are skipping.
So how do you move from the old way to a new, more engaging way of talking to customers?
* Make it more about them instead of you
* Share metrics and slides ahead of time - bonus points for recording a video companion!
* Share info about what stakeholders will be interested in specific information
* Open actual call with a chance for the customer to get clarification, but spend the majority of the time asking open-ended questions
* Identify scheduled meetings that you can join and share
* Create a 1-page document with post-meeting action items
What are some ways you are shifting into a new QBR framework?
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Effortless Experience
Going above and beyond for your customers seems like a no-brainer, but is it really?
Data shows that performing 'Hail Mary's' for your customer doesn't have any greater impact than simply meeting their needs.
Matt Dixon shares some tips on what you should be focusing on, and the good news is it is relatively inexpensive in terms of money, time, and resources.
We need to move our customers from signature to value as quickly and efficiently as possible. Allowing your CS team to focus on making the customer journey as painless as possible results in a bigger impact on customers and your bottom line.
Connect with Matt here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Delight vs Effort
It seems intuitive: you increase retention by delighting your customers.
However, data exposes the fact that something that takes a lot of effort and often the increased expense doesn't bring the results you are looking for in terms of loyalty, retention, or even advocacy.
Instead, strong value and ROI come when companies look for ways to reduce the effort our customer have to expend to be our customers.
Jay takes a look at how teams can work to make reductions in efforts that equip our customers for success by making our companies easier to do business with.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Trends in the Job Market Around B2B Tech
Jay is joined by Christina Lock, Founder and CEO of Catch Talent. We talked about trends in the labor market and what she’s seeing across the tech companies her team works with.
Here are the questions we went over:
* What are the trends you see in both the job market and the labor market?
* How are employers responding to shifts in the labor market?
* What roles are most in demand right now from your perspective?
* How have the requirements changed over the past several quarters?
* There is a downward trend in candidate experience in tech, even when labor is in peak demand. Candidates being “ghosted,” lengthy and indeterminant processes, excessive assignments, etc. Why is this happening?* How can hiring managers make the best decisions possible while streamlining these processes?
* If you’ve recently been let go, what are the top two or three things you can do to make yourself the most marketable?
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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We Need Our CSMs to Become More ”Strategic”
We need our CSM's to become more "strategic".
(What that really means, no one will ever know)
BUT, here's an easy way to *start*...
Coaching your CSMs to get better at asking open-ended questions AND listening.
Open-ended questions often begin with words such as "Why" and "How."
Or they can use phrases such as "Tell me about..."
💩 Did you accomplish your goals in Q1 2020?
➡️ Tell me more about your goals from Q1 2020...
💩 Has your business been affected by the recent recession concerns?
➡️ What adjustments have been made to your business due to the recent recession concerns?
💩 Do you have an executive sponsor for this project?
➡️ How are you engaging with your leadership team around this project?
This is a small change.
But you need to start small and build momentum.
What other open-ended questions should we be asking our customers?
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Building Account Maps for Predictable Outcomes
Today we are joined by Michael Tuso of Callypso as he brings his experience from sales and account management to share practices that customer success leaders can use:
* Building account maps can help you identify the right people
* Sets the stage for consistent account practices
* Finding ways to build maps at scale and community-driven techniques
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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CSMs Should Not Learn to Talk to CFOs
Make your champion the hero of the story when dealing with their finance partners.
Here are 3 ways you can do that:
1) Help prepare them around how to defend the ROI of your product - remember to think about inputs and variables to the model. Think like a lawyer - you have to prove beyond a reasonable doubt.
2) Beyond ROI, help them understand the downside of not using your tool. Think in terms of cost (particularly labor) and lost efficiency - the story/narrative is important here.
3) Make sure to highlight beyond your product, the other benefits that they would be missing - access to community/peers, industry expertise, integration/data that flows to other systems. Make it about the ecosystem, not your product.
Numbers. Story. Ecosystem.
You have to be solid on all three fronts. My guess is you have 1/3 today - if you can nail 3/3 it helps you going into your renewals this year.
What else can you do to prepare your champion for the CFO conversation?
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Scaled CS with Enterprise
This week, Jon Johnson, Principle Customer Success Manager at UserTesting joined Gain Grow Retain to talk about how to scale in an enterprise environment.
Building trust and showing value is a foundational part of the process but segmentation becomes the key to success.
* Create buckets to segment
* Get specific
* Simplify
Scale can help you identify the right conversation with the right person at the right time.
Connect with Jon
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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ChatGPT for Scaled CS
Jeff and Jay come together to talk about three possibilities for leveraging ChatGPT in scaling your Customer Success program:
* Customer Discovery
* Key Contact Insights
* Strengthen Content
Learn how using ChatGPT can help speed up some of the processes your team is doing, increasing the value of the time they have to spend with the customers.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Dirty Data
Data is the after-thought but it is the currency that will run your scaled customer success programs. Far too often we have our teams spending time in tools/data/systems when they should be spending time with customers.
Jeff and Joel talk about why data is becoming important and how to use it to your advantage in 2023.
You can find Joel here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Impact of Understanding Customer Behaviors
This week, Ian Hurlock joined us to talk about how your techstack can impact the data your customer success team uses to understand customer behaviors.
In order to build a personalized and effective customer journey, your team needs to be able to understand the behavior of your customers. This comes from data that is not just information focused on sales behaviors, but includes every interaction on all platforms. This is often something that will need strong cultural buy-in to achieve.
Your techstack is critical in being able to gather this behavioral data. What do you currently have and what data is missing?
Use testing to understand the impact of different initiatives and pathways on your customers to figure out where you will get the best results so you know what to prioritize. Without a strong data set from an aligned techstack, this is not possible.
You can find Ian here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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How to Strengthen Engagement Through Personalization
Mary Poppen (CCO at involve.ai) joins Jeff today to discuss how personalizing the customer journey positively impacts their experience. Most of the time, personalization is a strong component of the high-touch model, but Mary shares how data can be used to build the same experience at scale. She gives practical suggestions about how to use the information you gather to create these high-touch experiences regardless of the customer type, and discusses some of the tech stack that can help support the CSM in providing a personalized journey for each customer.
You can find Mary here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Impact of a CCO on CS
This week Jay Nathan is joined by Wayne McCulloch, CCO at WalkMe where they discuss specific ways that a CCO can have an impact on the CS team no matter how long you have led them. Hear the process Wayne used to lead the CS team and create organization-wide initiatives (with strong employee empowerment) and a 3-year implementation plan as the entire staff focuses on better serving their customers.
You can find Wayne here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault - Customer Onboarding and Implementation Processes
This week we are sharing a podcast that was published in January 2022. Jordan Silverman joins Jeff to talk about onboarding and implementation and how this timeframe is critical for customer retention.
Making sure the customer journey is more customer-centric rather than company focused can help make sure your customers are seeing a very quick time-to-value, helping to increase the likelihood of retention for them. The first 30/60/90 days and having a plan to bring those activations and impact to the customer strengthens their usage.
He shares how his team works to avoid the tunnel vision into what customers are doing as a whole, allowing a more holistic view of how you can support the work they are doing.
Listen to some ideas that Jordan shared that can encourage customer investment in the process.
You can find Jordan here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault - Customer Success Metrics
This episode from April 2021 has Ryanne Koch (Doumet) joining Jeff to talk about how metrics support the strategy conversations that help your CS team move from reactive to proactive.
Using data well can help identify where and when to bring in your product within the customer process as well accurately identify customers in danger of churn,
Learn how the team uses renewal surveys to identify trends across your book of business and how they utilize decks to scale customer conversations, allowing them to focus on the story and trends rather than just reciting data.
You can find Ryanne here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Going Deeper
This week, Kristi and Jay talked about a variety of topics that give you some insights into who they are, how their early work experience helped shape them as CS leaders, and things they do to help themselves take some time to reflect deeper into their own lives.
You can find Kristi here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Community-Driven Success
This week, Michael Cooksey, Head of Qualtrics XM Community walks us through how community has moved into the intersection of a variety of departments to bring a customer experience that has had a large impact in retention and growth.
Michael shares the ways that community can be successfully used as a digital first touchpoint while still building and maintaining relationships. He also shares some tips for those considering the addition of a community as scaling becomes more of a necessity for so many organizations.
You can find Michael here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Impacting CS with Data
Jan Young joins the team to talk about helping CS teams avoid the 'gap filler' moniker by bringing data from various sources together.
It is important to look at scaling from a 1:1 approach (foundational model) to a more digital and scaled approach to allow a focus on strategy and relationship building.
Joining with a comprehensive look at data, this helps you provide stronger customer enablement and builds an understanding of the big picture of your customer health and growth.
Using a variety of sources (AI, data from other teams, etc) can help you apply the right data at the right time.
You can find Jan here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Parenting Lessons for Customer Success
This week Kristi Faltorusso joins Jeff and Jay as they discuss the lessons they have learned in the course of parenting that apply to CS.
Patience through preparation and awareness, guidance through transitions and experience, and learning true needs through good questions are just a few of the areas that they show how the skills they are using with their kids can be applied to the needs of the customer.
You can find Kristi here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault - Building Advocacy
This episode from April 2021 brings Kevin Lau, Senior Director of Customer Advocacy & Experiential Marketing at F5 in to talk about how an advocacy group can help you scale the creation of emotional connections with and between customers.
Developing a strategic plan to identify methods of engagement throughout the customer journey can lead to a natural and organic integration of a more formalized team whose goal is to provide natural conversations and insights.
You can find Kevin here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Launching Office Hours
Diane Ratigan (Director of CS for Corporate Team, Shannon Creghan (CS Executive), and Kimmie Harrington (CS Executive), all of Higher Logic join Jay today to talk about launching Office Hours. Hosting an Office Hours for your customers focused on the core concepts around using your solution rather than feature functionality. They share the process, difficulties, and successes experienced during the launch process. Help your customers connect to you and each other in a way that not only builds the quality of their programs but helps you scale on those questions and issues in a way that isn't possible otherwise.
You can find Diane here
You can find Shannon here
You can find Kimmie here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Spotlight on Pendo’s Scaled CS Program
Erica Akroyd (Sr. Manager, Scale CS and Programs), Ryan Philpott (CS Program Manager), Charles Helms (Scale CSM) join Jay Nathan today to talk about how Pendo turned lack of staffing into an opportunity to develop an effective scaled model.
They discuss how their scaled approach isn't a one size fits all for their customers, but is more strategic based on needs. They also moved into a strategic thinking realm rather than simply focusing on supporting the 'how-to's' through meeting planning, content creation and utilization, and using human resources where they will be most efficient and effective.
You can find Erika here
You can find Ryan here
You can find Charles here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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CS Should Consider Leveraging Partners
Jared Fuller, CEO at PartnerHacker talks with Jeff about the value of bringing partners into your team. Every team has it's strengths and weaknesses, and using your partners to fill any gaps in expertise can add exponential value to your customers.
You can find Jared here
The PL[X] Summit
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault - Beyond the Traditional Thinking of Community
Mac Reddin, Founder and CEO of Commsor joins us in looking at how community can help companies adopt strategies that increase organic customer (and potential customer) relationships in a way that strengthens business goals. From looking at community as a potential first touchpoint to creating communities of practice that allow anyone to join in sharing knowledge and resources, organizations can move beyond the algorithmic advertisement model and into conversations.
You can find Mac here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Building Enterprise Customer Success
Josh Levin, Manager of Customer Success at Honeycomb.io joins Jeff to talk about how his team built enterprise level customer success. Using a combination of Technical CSMs and Customer Architects allows for scaling CS work through well constructed gates and processes. They also use a strong triage process to ensure that this part of their role allows for the more proactive goals they have with and for their customers. Looking at engagement through strong content and engagement has helped them utilize a holistic usage of their team and results in effective partnerships with their customers.
You can find Josh here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault - Tending to Your Community
Brian Oblinger joins Jeff and Jay to talk about Community. What is the difference between Community and community? How does understanding the value of community help with resource growing? What does it mean to put value to customer as a top priority? Listen to hear Brian's thoughts on all of these questions and more.
Connect with Brian
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Intersection of Customer Marketing and Customer Success
Tom Barragry, Product Marketing Lead at GetResponse joins Jeff to discuss how effective customer marketing strengthens the work of the CS team. He shares how the marketing team at GetReponse develops strong relationships with internal teams to share knowledge, streamline messaging, and create an strong customer experience together by focusing on the broader story rather than just campaigns.
You can find Tom here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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You Should Be Building Your Customer Community
Joel Primack, Community Leader at Lattice walks us through community, taking a look at some of the types of communities and how to focus them to drive customer engagement and success. Using this info, you can select what is needed to best support your organization and then use that focus to develop your strategy.
You can find Joel here
You can email Joel here
The Community-Led Growth Show Podcast
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Vault - All Aboard the Community Hype Train
Back in April of 2021, Holly Firestone joined Jeff to talk about the importance of community to an organizaton.
Listening to your customers is something that applies to many areas within an org, including community. As community is becoming a more dynamic and strategic component of an organization, it is important to recognize that there is a big listening element within community. Learning who they are and understanding the needs of your audience is crucial to maximize this aspect. They should be involved in the building of the community which gives a sense of community and turns them into advocates and proponents of the platform. Do they have ownership? Are you using their feedback (or at least responding to their input)? If not, you are not helping build the feeling of ownership.
Connect with Holly Firestone
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Me, a Leader? My journey towards making a mark
Cris Sample (Head of Customer Success at Information Clearinghouse Inc) walks us through her career path where she navigated the work world and motherhood.
In this session she shares some of the behaviors and mindsets that prepared her for leadership, the biggest one being "Always focus on the customer". This thought process means that she is constantly working on how to make things better for customers, something that builds strong relationships and brings tremendous value to them.
Walking through how she coaches those in non-traditional roles to recognize the relevance of the skills they possess to giving advice on what to do in your new role, this podcast is jammed packed with information that will help you as you embrace your role as a new leader and will help rekindle the love of leading Customer Success for those who have been doing it for a while.
You can find Cris here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Talking Books by Jay and Kristi
Jay Nathan (CCO, Higher Logic) and Kristi Faltorusso (CCO, Client Success) pull a couple of books from their shelves to discuss and apply to Customer Success leadership.
This week, they dive into two books:
Think Again by Adam Grant - a book about reframing how you think about approaching debatable topics in a constructive and productive way.
Setting the Table by Danny Meyer - focused on how to start with service in mind and then build your processes to deliver through the lens of the hospitality industry.
Both books have direct applications for CS Leaders in both personal and professional growth.
You can find Kristi here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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What to do in Your First Days As a Customer Success Leader
Emilia D'Anzica (Founder, Growth Molecules) talks with Jeff Breunsbach about how CS leaders should spend their early days in the role. From helping senior leadership understand the role CS plays in the customer retention journey, to identifying gaps in the process, especially in the onboarding process, leading to impact through improvement in processes and execution.
You can find more about Emilia D'Anzica here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Building Culture for Your Customer Success Team
Phil Weiss (VP Customer Success at CipherHealth) talks with Jeff Breunsbach about building (and keeping) a strong, healthy culture with your team especially with remote teams being the norm. They work through the 'why', and move into the 'how' with tips and examples of what works in their teams.
You can find more about Phil Weiss here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Building Great Marketing Starts with Great Customer Success
This week we are joined by Dan Cmejla, Community & Social Media Marketing Leader at Chili Piper. Dan talks through how having a strong understanding of your customers can help drive a marketing strategy that is unique and personal, resulting in strong returns. "When you find what benefits your customers and what is good for you, you are in the sweet spot."
You can find more about Dan Cmejla here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Role of Marketing in Customer Success
This week we are joined by Erika Brookes, CMO at Higher Logic. Jay Nathan (CCO at Higher Logic) and Erika focus in on how customer success is delivered by a company, it's not delivered by a single team. They share their ideas about how the marketing team can help the customer success team build out an experience that meets the needs of the customer while ensuring internal processes can get you there.
Want to learn more about the CCO/CMO relationship? Register to see the Higher Logic webinar featuring Rachel Orston, CCO@ SmartRecruiters and Letané Conant, CMO @ 6Sense.
Register for the webinar here
You can find more about Erika Brookes here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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What to do in a Market Downturn
Kristi Faltorusso, Jeff Breunsbach, and Jay Nathan talk through the current market and how CS leaders can position their teams for success during a recession, where teams are expected to do the same amount of work with less.
The group discusses some practical ways leaders can help their CSMs through small changes that continue empowering customers through scaling despite lack of resources.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How Monday.com Scales CS
Today, we are joined by Cassie Vaughn (Manager Enterprise CS) and Ruchita De (Enterprise Team Manager, CS) from Monday.com. Cassie and Ruchita help share the role customer change management has on scaling, and other ways they are increasing customer retention through proving value and identifying gaps.
You can find more about Cassie Vaughn here
You can find more about Ruchita De here
More about Monday.com here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Let’s Get Rid of the QBR
This week we are joined by Bob London, CEO and Founder of Chief Listening Officers and Strategic Customer Convos. Bob shares strategies that help make your customers want to come to the table to talk about goals and strategies by making things interesting by talking about them independent from what you sell.
You can find more about Bob London here
More about Monday.com here
Strategic Customer Convos
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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The Importance of Defining the CSM Role in Your Org
Today, we are joined by Nils Vinje, Leadership Coach and Founder, CEO of 30 Day Leadership. Nils helps us understand the importance of clear definitions of both the role of the CS team and CSMs specifically. Nils clarifies the important role the CS Leader plays in establishing the expectations for the team within the organizational needs and focus.
You can find more about Nils here
More about 30 Day Leadership
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Jay and Kristi Article Discussion -The Hardest Part of SaaS Companies at Each Stage”
Kristi Faltorusso and Jay Nathan talk through a blog article titled 'The Hardest Part of SaaS Companies at Each Stage'.
Running through the article, they discuss their experience and perspectives for each of the stages highlighted by the article.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
-----------
This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Importance of Developing the Front-Line of Customer Success
Catherine Blackmore joins Jay Nathan on the podcast today from Oracle as she talks about her early days in the newly emerging field of Customer Success when resources and swim lanes were still being developed and how there is still growth and evolution occurring today, not just with CSMs, but the overall practice of customer success within an organization to become truly customer-centric. This includes the importance of employee development to ensure best-practices and focusing on employee engagement develop mission-focused employees.
You can find Catherine here: https://www.linkedin.com/in/catherineblackmore/
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Worlds colliding: PLG + Customer Success
Today, we are joined by Kyle Poyar, an Operating Partner from OpenView. The OpenView team are experts and leaders in the space of Product-Led Growth (PLG) companies. Kyle helps us better understand how these product-led companies are building customer success.
You can find more about Kyle here
More about OpenView Partners
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Leading the charge on digital-first customer success
Carlos Quezada and Matt Harmon join the podcast today from HPE Aruba, where they lead customer success as a service. They've been leading the charge on building digital-first experience (and even winning awards).
We get an update on where they are finding success within their digital ecosystem to drive a positive experience amongst their customers.
You can find Carlos here: https://www.linkedin.com/in/cquezada/
You can find Matt here: https://www.linkedin.com/in/mdharmon/
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Around the Horn with Kristi, Jay, and Jeff
Today, we dive into the depths of our LinkedIn content. We try to surface old posts to drum up discussion and opinion...
* QBRs
* Customer journey
* Scaled customer success
You can find Kristi here: https://www.linkedin.com/in/kristiserrano/
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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CS Blueprint: Key Metrics for Customer Success
In this week's CS Blueprint, Jay and Kristi, discuss whether what the right metric for customer success teams is - does focus on NRR create lazy CSMs?
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Enabling a Customer-First Experience with Jeetu Mahtani
Jeetu Mahtani, EVP of Customer Success at HubSpot joins Jeff and Jay to talk about HubSpot's customer success organization. They jump into enabling a positive sales and success partnership and how to drive technology into your customer experience. You can find Jeetu here: https://www.linkedin.com/in/jeetumahtani/
And you can find more about HubSpot here: https://hubspot.com/
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Coast to Coast with Ben Shapiro
Jeff sits down with fellow HubSpot Podcast Network host, Ben Shapiro to chat about podcasting, new media, and delivering valuable content.
Ben is the host of the MarTech Podcast
Connect with Ben on LinedIn.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Metrics, Metrics, Metrics
Jeff is joined by Christian Jakenfelds from Planhat, a customer success platform. Jeff and Christian give a preview of a webinar that they co-hosted around metrics - how teams can move from leading to lagging indicators.
If you want to download the full webinar, check it out here. Special thanks to Higher Logic Vanilla and Planhat for sponsoring this episode of Gain Grow Retain.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Long Term Thinking in Customer Success
Jay sits down with Aurel Laor, the Chief of Staff to the Chief Customer Officer at AppsFlyer. The CCO at AppsFlyer happens to be our good friend, Ziv Peled.
Jay and Aurel talk through long term thinking when short term results are sometimes needed. They talk about hyper growth and how they've handled that at AppsFlyer. And finally touch on a Chief of Staff role and what exactly it entails.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Migrating Customers to a New Environment
Today, Jeff and Kristi jump talk about migration paths for customers as you introduce a new environment.
The main theme? Ensuring you build your process with the customer in mind. Migration can be a big change and customers need to be led down a clear, efficient path.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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20 Minutes on the Clock - What Does Customer Success Do?
Today brings Kristi into the mix as Jay and Jeff talk about how to champion customer success around an organization. As a CS leader, you get 20 minutes in front of the entire company - what do you talk about and how do you draw in your team?
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
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Why you Should be Running an Advocacy Program and How to Get Started
Jay and Jeff chat all things advocacy. Jeff recently made the move to the marketing team as Director of Brand at Higher Logic.
Jeff has taken over the advocacy program; he and Jay discuss the first 60 days in the role and running the program!
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Not sure where your advocacy program stands? Measure it with the Advocacy Maturity Model.
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint: The Future of Technology and CS
In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the ownership of customer relationships, building playbooks, and predictions around technology, customer success teams, and organizational goals.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
______
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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B2B Marketing Content for SaaS Folks w/ Yaagneshwaran Ganesh
Today's episode delves deep into B2B content marketing for SaaS companies and how to produce the content people want and need.
The ABM Conversations Podcast host, Yaagneshwaran Ganesh, joins Jeff to deep dive into how customer conversations can influence the best marketing content.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Yaag on LinkedIn: https://www.linkedin.com/in/yaagneshwarang/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint: Creating Office Hours for your Customers
In this week's CS Blueprint, Jay, Kristi, and Jeff discuss office hours for customers. Listen in to find out how to get started, the right ways to facilitate these for your and your customers' benefit and how to keep your customers on topic.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
______
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Community in B2B
Today, Strategic Community Consultant and GGR member, Jenny Weigle, chats with Jeff Breunsbach about community, B2B organizations and how they're connected.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Jenny Weigle on LinkedIn: https://www.linkedin.com/in/jennyweigle/
Learn more about Jenny's business here: Jenny's Website
Want to learn more about Customer Success in the coming years? Check out this free resource: The State of Customer Success 2022
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CSM Mentorship and Hiring Tips / CSM Office Hours
In this week's session of Customer Success Manager Office Hours, CS managers discuss leaning into the community, finding mentorship, your first 90 day plan, and tips and tricks for transferable skills during the resume and interview process.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Year 2022 Planning w/ CSM Office Hours
This week the topic for discussion is around planning for 2022 with your customers.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
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If you want to join the discussion with thousands of other customer success leaders, join
Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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The Hiring Process w/ CS Leadership Office Hours
In this week's session of Customer Success Leadership Office Hours, CS Leaders discuss managing challenges faced during the hiring process, and tips to get through it.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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From Education to SaaS Companies w/ Jeffrey See
Today, Jeffrey See, Assistant Principal at D.C. Everest Area School District, joins Jay Nathan to discuss why educators are finding an interest in tech companies, and specifically customer success.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Jeffrey See on LinkedIn: https://www.linkedin.com/in/jeffrey-see-weston/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint: The Secrets To Scaling A Start-Up
In this week's CS Blueprint, Jay, Kristi, and Jeff go through the secrets to scaling a startup, from the article The Secrets to Scaling Zapier to 500 Employess from Employees Themselves.
Our goal: to give tactical, direct advice to customer success leaders.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint: Leadership Lessons and Utilizing GitLab
In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the Disney move from FastPass to Disney Genie, lessons learned when scaling a company from 0-500, and GitLab as a resource center.
Our goal: to give tactical, direct advice to customer success leaders.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Churned Customers and Off-Boarding Plans w/ Anita Toth
Today, Anita Toth joins host Jeff Breunsbach for a conversation about churned customers. This conversation will bring insight into off-boarding plans and how to prepare for an exit interview.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Anita Toth on LinkedIn: https://www.linkedin.com/in/anitamtoth/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint: Webinars, Investing, and CX Predictions
In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the effectiveness of webinars, how customer success is playing a role in how people invest, and CX predictions in 2022.
Our goal: to give tactical, direct advice to customer success leaders.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint: Amazon Outage, Compensation Survey & More
In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the results of a compensation survey, the Amazon outage, and a 20 minute work meeting idea.
Our goal: to give tactical, direct advice to customer success leaders.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint: Inspiring Leaders and Ideas
In this week's CS Blueprint, Jay, Kristi, and Jeff discuss inspiring leaders, ideas, and articles.
Our goal: to give tactical, direct advice to customer success leaders.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer Success and General Counsel w/ Lisa Gilley
Today, Lisa Gilley, General Counsel at Higher Logic, is here today for a discussion with Jay and Jeff on how General Counsel and Customer Success teams can work together.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Lisa Gilley on LinkedIn: https://www.linkedin.com/in/lisagilley2021/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS BluePrint: CS Articles and Brainstorming
In this week's CS Blueprint, Jay and Jeff walk through a few customer success articles, and brainstorm CS strategies.
Our goal: to give tactical, direct advice to customer success leaders.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Operations w/ Christine Lavery
Today, Christine Lavery, Senior Director of Customer Success and Secure works, joins the show today for a discussion on customer success operations!
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Christine Lavery on LinkedIn: https://www.linkedin.com/in/christine-lavery/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer Onboarding and Implementation Processes w/ Jordan Silverman
Today, Jordan Silverman, Vice President of Customer Success at MarketMan, joins the show today for a discussion on customer success onboarding, and how to handle unresponsive customers during onboarding.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Jordan Silverman on LinkedIn: https://www.linkedin.com/in/jordansilverman/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Education w/ CSM Office Hours
This week the topic for discussion is around working customer education.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join
Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
The Center of Customer Experience w/ Rhonda Keller
Today, Rhonda Keller, Sr. Director Education Services, Community, & Internal Enablement for Customer Success at Apptio, joins the show today for a discussion on customer success with host Jeff Breunsbach.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Rhonda Keller on LinkedIn: https://www.linkedin.com/in/rhondakeller2021/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Onboarding for Scale w/ Jeff Heckler
Today, Jeff Heckler, Director of Customer Success Solutions at MarketSource, is here to talk with Jeff about his 10 point list for a better strategy when onboarding at scale.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
Connect with Jeff Heckler on LinkedIn: https://www.linkedin.com/in/jeffheckler/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Managing Global Teams w/ CS Leadership Office Hours
In this week's session of Customer Success Leadership Office Hours, CS Leaders discuss managing global teams, and managing customers in different time zones.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Finding a Balance While Working Remote w/ CSM Office Hours
This week the topic for discussion is around working remotely, balancing your work and home life.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join
Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Putting Your Buyers First w/ Amy Volas
Today, Amy Volas, Founder and CEO of Avenue Talent Partners, is here to talk with Jeff about her LinkedIn post that shares how she has closed $100,00,000+ in her career. Hint: You must focus on the buyers needs!
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Difficult Customer Conversations w/ CSM Office Hours
This week the topic for discussion is around difficult conversations with your customers. Listen now to make those talks a bit easier and productive.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join
Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Building Relationships with Customers w/ CSM Office Hours
This week the topic for discussion is around building relationships with your customers.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join
Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Implementation and Onboarding w/ CSM Office Hours
This week the topic for discussion is around onboarding and implementations.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Going Above and Beyond w/ CSM Office Hours
This week the topic for discussion is around going above and beyond for your customers.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Success Metrics w/ Ryanne Doumet
Today, Ryanne Doumet of PandaDoc, is here to talk with Jeff about metrics in customer success.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Important Criteria for CSM Training w/ CSM Office Hours
This week we are discussing important criteria to consider for CSM training
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Research The Right Way w/ Chris Walker
This week Chris Walker, CEO of Refine Labs, joins the show to discuss marketing and customer research.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Delivering Better Service w/ CS Leadership Office Hours
In this week's session of Customer Success Leadership Office Hours, the topic is around collecting insights to deliver better service and how to lead and connect with a new team.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
The 10 Customer Commandments w/ Megan Bowen
In today's episode, Jay and Jeff are joined by Megan Bowen. Megan is the COO and CCO of Refine Labs, and is here today to discuss her 10 Customer Commandments.
Megan's post on The 10 Customer Commandments.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Utilizing Health Scores w/ Sean Fleming
Today Sean Fleming is on the show to discuss the complexity of health scores and how to keep them manageable and actionable.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Creating More Brand Advocates w/ Gurdev Anand
Today Gurdev Anand is on the show to discuss mitigating churn and how to create brand affinity and engagement.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Enterprise Customer Success Without A Contract w/ Jacob Laufer
Today Jacob Laufer is on the show to discuss enterprise customer success without a contract
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Success at Scale w/ Peter Armaly
This week Peter Armaly, Senior Director of Customer Success Enablement at Oracle, joins the show to discuss customer success at scale.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
The Impact of Your Words w/ Linda Matthews
This week Linda Matthews, mentor and coach who does customer success freelance work, is here today to discuss communication and how your words are impactful.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
SaaS as a Predominant Model for Business w/ Richard Owen
This week Richard Owen, Founder of OCX Coginition, joins the show to discuss SaaS, predictions, and customer success.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Digital Customer Success w/ Dan Steinman
This week Dan Steinman, Customer Success Evangelist at Gainsight, joins the show to discuss digital customer success.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Ways to Engage Non-Responders w/ CS Leadership Office Hours
This week our topic is around engaging non-responders, structuring business reviews, and metrics to consider as part of your engagement strategy.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Driving Customer Engagement w/ CSM Office Hours
This week we are discussing ways to drive customer engagement.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Eat, Breathe, Sleep Customer Success w/ Maranda Dziekonski
This week Maranda Dziekonski Chief Customer Officer at Swiftly, joins the show to discuss all things customer success.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Engagements w/ CS Leadership Office Hours
This week our topic is around customer engagement.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Leveraging In-Product Feedback to Drive Engagement w/ CSM Office Hours
This week we are discussing Leveraging In-Product Feedback to Drive Engagement.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Engagements Models and Segmentation w/ CS Leadership Office Hours
This week our topic is around engagement models and segmentation.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Engagement Touch Points w/ CSM Office Hours
This week we are discussing Customer Engagement Touch Points.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
How to Think About Being A Leader w/ Steve Hopkins
This week Steve Hopkins, Chief Customer Success Manager at Compusoft, joins the show to discuss Customer Success leadership.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Using Health Scores to Drive Better Outcomes w/ CSM Office Hours
This week we are discussing health scores and ways to use that data to drive ideal outcomes.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Success and Community w/ Kiely Monteiro
This week Kiely Monteiro, Customer Community Manager, joins the show to talk about community.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Ask Me Anything w/ Kristi Faltorusso
In a weekly segment we've asked Kristi Faltorusso to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Success Plans with a Customer w/ CSM Office Hours
This week we are discussing success and account plans for customers.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Creating Valuable QBRs w/ Emily Garza
This week Emily Garza, AVP of Customer Success, joins the show. Emily and Jeff dive into QBRs and key factors to consider when putting them together.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Onboarding Processes w/ CSM Office Hours
This week we are discussing the onboarding process.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Analytics and Reporting w/ CS Leadership Office Hours
This week our topic is around customer analytics and reporting.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Customer Advocacy w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Acting Strategically w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Leveraging Internal Resources w/ CSM Office Hours
This week we are discussing leveraging internal resources.
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
The ”Outcomes Economy” w/ CS Leadership Office Hours
This week we are focusing on delivering outcomes.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Building Internal Relationships w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
CS Blueprint w/ Kristi Faltorusso: When Customers go Through a Merger or Acquisition
In a weekly segment we've asked Kristi Faltorusso, VP of Customer Success at ClientSuccess, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
-
Managing Difficult Customers w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Escalation Models w/ Phil Davitt
This week, Phil Davitt of Condeco Software joins us to discuss escalation models and developing a system with the right talking points.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan LinkedIn
Jeff Breunsbach LinkedIn
-
Building Segmentation w/ CS Leadership Office Hours
This week we are focusing on building segmentation.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan
Jeff Breunsbach
-
Customer Education in the Software Space w/ Dave Darrington and Adam Avramescu
This week, Dave Darrington and Adam Avramescu of CELab joins us to discuss Customer Education in the Software Space.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan LinkedIn
Jeff Breunsbach LinkedIn
-
Customer Success is Being Proactive w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Capacity Planning for Front Line CSMs w/ Erika Villarreal
This week, Erika Villarreal joins us to talk discuss Capacity Planning for Front Line CSMs.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan LinkedIn
Jeff Breunsbach LinkedIn
-
Transforming a Business w/ Gemma Cipriani-Espineira
This week, Gemma Cipriani-Espineira of Chili Piper joins us to discuss being a leader in Customer Success and how to transform while running a business.
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan LinkedIn
Jeff Breunsbach LinkedIn
-
CS Blueprint w/ Kristi Faltorusso: 10 Common Churn Reasons
In a weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Challenges of Integrating New Tools w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Connect with Jay Nathan
Connect with Jeff Breunsbach
-
Org chart, organization, and political influencers w/ CS Leadership Office Hours
This week we are focusing org chart, organization, and political influencers.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan
Jeff Breunsbach
-
Engage in Strategic Conversation w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Connect with Jay Nathan
Connect with Jeff Breunsbach
-
Diving Into Customer Marketing w/ Gal Biran
This week, Gal Biran joins us to talk discuss the ins and outs of Customer Marketing!
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan LinkedIn
Jeff Breunsbach LinkedIn
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Red Account Management w/ CS Leadership Office Hours
This week we are focusing on what's included in your framework for red account management.
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
The Center of Excellence w/ Scott K. Wilder
This week, Scott Wilder joins us to discuss creating a seamless, integrated customer engagement experience!
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Actionable Takeaways w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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The Seven Pillars of Customer Success with Wayne McCulloch
This week, Wayne McCulloch joins us to discuss driving impactful client outcomes for your company!
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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What We’re Focusing on in Q1 w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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In Product Experience
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Categorizing and Keeping Track of Current Customers w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Building Advocacy w/ Kevin Lau
Kevin Lau joins us this week to talk about building advocacy and advocates!
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Industry Expertise or CSM Skills? w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
All Aboard the Community Hype Train w/ Holly Firestone
Holly Firestone joins us this week to talk about all things community, including the importance of listening to your community!
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Metrics to Customer Success w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Beyond the Tradititional Thinking of Community w/ Mac Reddin
Mac Reddin, Co-Founder and CEO at Commsor, comes to the Gain Grow Retain CS Leadership Office Hours to talk to us about community.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint w/ Kristi Faltorusso: Rolling Out an Engagement Model
In a weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Discussing Customer Scenarios w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Tending to Your Community with Brian Oblinger
This week we were joined by Brian Oblinger to talk about community. Brian is Chief Community Officer at Brian Oblinger Strategic Consulting. Tune in to listen to Jay, Jeff, and Brian talk about the importance of community and being customer-centric!
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Completing a CS Certification and was it worth it? w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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CS Blueprint w/ Kristi Faltorusso: When to transition an account
In a weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How profitability is impacting customer success w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Community is no longer an after-thought for your customers w/ Dani Weinstein
Dani Weinstein, Senior Director of Customer Community and Growth at Kaltura, comes on to the podcast to talk about the Intersection of community and customer success.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building relationships to prevent churn w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Prioritizing moments of truth with your customer w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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What subject line do you use to increase NPS Participation Rate w/ CSM Office Hours
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Diversity Equity Inclusion: Unconscious bias w/ James Parker
James Parker, a leader In Diversity, Equity and Inclusion Initiatives, comes to the Gain Grow Retain CS Leadership Office Hours to teach us more about unconscious bias.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Finding the motivators of your champion w/ Kristine Vallila
Kristine Vallila, a leader of Customer Success at Baton, drops by to talk about building relationships and finding motivators for your champions.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Leverage Customer Segmentation for Account Growth and Retention w/ Bertil Weil
Bertil Weil, a Senior Account Manager at Gartner, leads an Interactive workshop with the Gain Grow Retain community.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Keeping stakeholders engaged w/ CSM Office Hours
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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What do you report to your board of directors w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
The relationship between customer success and product marketing w/ Daniel Murphy
Daniel Murphy Is the Director of Marketing at Privy, an e-commerce marketing platform that helps you sell more.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Identify Time to First Value w/ CS Leadership Office Hours APAC
We hopped across the pond to work with Rachel Jennings and our friends In the APAC region to hold a CS Leadership Office Hours.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Ways to keep stakeholders engaged w/ CSM Office Hours
A weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Building a family through community w/ Jared Robin
Jared Robin Is a co-founder of RevGenius, a community that Is committed to building the future of sales and marketing.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building a relationship with your finance leader w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How to measure tangible customer outcomes w/ CSM Leadership Office Hours
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Building a culture of customer success w/ Sydney Strader
Sydney Strader Is the Head of Customer Success at Catalyst.Io, the most Intuitive customer success platform.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Where should CSMs be spending their time with customers w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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You can still achieve customer success while growing w/ Gaetano DiNardi
Gaetano Is the Director of Growth Marketing at Nextiva and we brought him on the podcast to talk about the Intersection of marketing and customer success. His view helps shed light on how you can still achieve customer success while growing.
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Gaetano DiNardi is the Director of Growth Marketing at Nextiva and has a track record of success working with brands like Major League Baseball, Pipedrive, Sales Hacker and Outreach.io. Outside of marketing, Gaetano is an accomplished music producer and songwriter - he’s worked with major artists like Fat Joe, Shaggy and loves making music to stay turbocharged. To get in touch, follow him on LinkedIn.
==
Nextiva is a cloud-based commercial phone service provider that enables businesses to work from anywhere. Think of Nextiva as a communication system with superpowers.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbac
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Getting customers to take ”free training” w/ CSM Office Hours
In a weekly segment, we bring together CSMs to talk tactics among peers.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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What is customer success in product-led growth w/ Blake Bartlett
Blake Bartlett, a Partner at OpenView, has been focused on product-led growth companies for years. He drops by to talk about customer success In a PLG environment.
---
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Building compensation models for CSMs w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Thursday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How to get in touch with accounts that have gone silent w/ CSM Office Hours
In a weekly segment, we bring together CSMs to talk tactics among peers.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Where does Community fit into your customer success strategy w/ Joe Huber
Joe Huber, Customer Community Strategist at Sprout Social, comes on the podcast to talk all things community. In particular, how community can fit within your one-to-many approach with your customers.
---
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer Communications w/ Kristi Faltorusso
In a weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Technical account managers w/ CS Leadership Office Hours
A weekly segment:
CS Leadership Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSLOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Moments to delight and deliver for your customer w/ Kristi Faltorusso
In a weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
CS Leadership Workshop w/ Nils Vinje of 30 Day Leadership
Nils Vinje, Founder and CEO of 30 Day Leadership, brings his methodology to our audience as our first sponsor of Gain Grow Retain.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
-
Building relationships with key stakeholders w/ CSM Office Hours
In a weekly segment, we bring together CSMs to talk tactics among peers.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Conducting churn analysis w/ Anita Toth
Anita Toth spent much of her career In academia and has translated that Into a successful B2B SaaS career.
She's passionate about churn analysis and helping B2B SaaS organizations bring together qualitative and quantitative work.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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The Advocacy Well w/ Ari Hoffman
There Is no one more passionate about 'Customer Advocacy' than Ari Hoffman,
Director of Customer Advocacy at Coveo.
He drops his concept of The Advocacy Well - all about how you build and nurture champions.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customers care about 3 things w/ Amy Volas
This might be my favorite episode. Amy Volas, Founder & CEO of Avenues Talent Partners, comes on to the podcast to talk about relationships. She's had a successful career In the sales and account management world.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How to keep building trust with clients w/ CSM Office Hours
In a weekly segment, we bring together CSMs to talk tactics among peers.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Where to start with customer success technology
We held a breakout session for our Gain Grow Retain community around customer success technology - where to start and how to know the technology you should be using.
Thanks to Carlos Quezada, Walter Zepada and Kristi Faltorusso for sharing Insight with the group.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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What are key playbooks you should have in CS w/ Kristi Faltorusso
In a weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building success plans on the front lines w/ CSM Office Hours
A new weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Leading through setbacks and failures w/ CS Leadership Office Hours
A number of weeks ago, we asked for our members to get vulnerable and talk about setbacks and failures. Not as a means to bring you down, but to bring more connection between our peers.
** This session was sponsored by Nils Vinje and his new book, 30 Day Leadership Playbook. Check out his website, buy his book and get sessions with Nils as you learn to become the leader you have always wanted to be. **
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Prioritizing customers when you have a book of business in SMB and Enterprise w/ CSM Office Hours
A new weekly segment:
CSM Office Hours
Every Tuesday. 11:30am ET.
https://lu.ma/CSMOH
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Going back to the early days of subscription businesses w/ Robbie Kellerman Baxter
For today, we're joined by Robbie Baxter who has spent almost her whole career around subscription businesses and focused on customer experience. She recently released a book, The Forever Transaction, which you should go buy!
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Do you have renewal managers w/ Kristi Faltorusso
In a weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Racial Diversity in Customer Successs w/ Matt Myszkowski
We're fortunate to bring you a panel discussion by our friend and champion, Matt Myszkowski. He is joined by 3 leading Customer Success professionals to discuss the impact of Black Lives Matter on the working world, and the CS industry we all love.
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Women in customer success webinar w/ Matt Myszkowski & Friends
We're bringing you a guest episode from Matt Myszkowski that opens a conversation around Diversity, Equity, and Inclusion.
This recorded live virtual panel discussion sees Matt Myszkowski facilitate a discussion with a number of CS and Diversity & Inclusion professionals, including a number of questions posed by the audience.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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30-Day Leadership Playbook w/ Nils Vinje
A Gain Grow Retain Exclusive session around Leadership in Customer Success. Our guest and friend today is Nils Vinje, a leadership coach and author of the 30-Day Leadership Playbook.
The book will be out on September 1st:
30dayleadership.com
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GGR Exclusive Leadership Session
https://bit.ly/GGR-Leadership
Nils will create an engaging workshop with our GGR Leaders to examine several of his core principles. Come ready to participate and engage with your fellow peers!
*Session Sponsored by 30 Day Leadership Playbook*
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Gender Equality in customer success w/ Matt Myszkowski & Friends
We're bringing you a guest episode from Matt Myszkowski that opens a conversation around Diversity, Equity and Inclusion.
This episode sees Matt Myszkowski joined by 4 Customer Success professionals to discuss the gender equality statistics shown at Gainsight’s Pulse Europe event in 2019 & how we can all make a difference in changing those.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Your 90-Day Customer Success Priorities w/ Sara Masson
Sara Masson, Director of CS at Loopio, jumps on the podcast to talk about what her team has accomplished over the past 90 days. And It Is quite a list!
In just three months, the team managed to:
-Build and launch a comprehensive, thoughtful, full lifecycle customer sentiment program
-Build the habit of proactive insights with annual calls to plan for the year ahead
-Define, document, and implement three unique customer teams
-Begin tracking customer journey elements clearly in Gainsight
-Build the habit of tracking key retention plays in Salesforce
-Adopt CPQ to streamline and scale our processes
-Find new thoughtful ways to partner with the Professional Services and Onboarding team to deliver huge impact value throughout the entire customer lifecycle
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer success is critical to building a valuable SaaS business w/ Rav Dhaliwal
Rav Dhaliwal, an Investor and venture capitalist at Crane Venture Partners, hops on the podcast to talk about how critical customer success has become for early-stage businesses.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building and scaling customer success w/ Nicholas Tyson
Nicholas Tyson, Director of CS at SmartVault, joins us from Houston to talk about building and scaling customer success. We met Nicholas back In 2019 at the CS100 conference and let me tell you, this guy Is DYNAMIC.
His energy and passion Is Infectious so you can hear how excited he gets about what he and the team have been able to accomplish at SmartVault.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building out your tech touch model w/ Alex Tran
Alex Tran, a Client Outcomes Manager from Gainsight, joins the discussion to discuss their approach to tech touch strategy.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Recruiting and hiring in B2B SaaS customer success w/ Laura Wilson
Laura Wilson, an Executive Recruiter for Westwood & Wilshire LLC, joins Jeff to talk more about the recruiting and candidate landscape within B2B SaaS. They review some tactical elements that may be beneficial for first-time managers, candidates and more.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Driving towards predictable renewals w/ Kristi Faltorusso
In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
Today's segment:
* Renewal management and how to look at the customer motions of your team
* Relationship management and staying transparent with your customers to drive outcomes
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building a culture of employee success and customer success w/ Casey Graham
Casey Graham, CEO of Gravy, drops by to talk about building culture - particularly how starting with your employee success can translate Into customer success.
He Is one of the most Interesting people to talk to, this conversation could've kept going for longer.
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Check out Gravy at https://www.gravysolutions.io/ -- tell them Gain Grow Retain sent you!
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbac
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How CSMs can maintain relationships during implementation and onboarding | CSM Office Hours
Gain Grow Retain has Introduced CSM Office Hours - a way for CSMs and Individual Contributors to connect peer-to-peer. No experts, no panel - just an open discussion to help them Improve In their day-to-day work.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Putting the customer at the center of your business w/ Andy Burden & Steve Budd
Andy Burden & Steve Budd of Substribe join us to discuss how they approach putting the customer at the center of businesses.
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Level up your relationships by asking open-ended questions w/ Bob London
Bob London comes back for Part 2! His first episode crushed it - go back and listen if you haven't already.... it is titled "Customer success managers can get more strategic w/ Bob London"
Today he comes back with even more questions that we can be asking to break through the noise with our customers.
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Check out more on Bob's website: http://www.chieflisteningofficers.com/
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How to keep customers engaged during enablement and education w/ Alex Turkovic and Samma Hafeez
We're bringing the Gain Grow Retain online community to life as we Introduce a new series called Off The Page - where we highlight conversations that are happening within the community.
Today we're joined by Alex Turkovic and Samma Hafeez who have spent their careers In the customer education and enablement space for a quick conversation on what they've picked up along the way.
Here's the thread If you want to join the discussion on GGR:
https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?GroupId=1&MID=11&CommunityKey=1261a423-6343-48a3-a722-6c04f19eacc8&tab=digestviewer
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How to create smooth account transitions w/ Kristi Faltorusso
In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
Today's segment:
* How to shift CSMs between accounts and maintain good relationships with our customers
* Changing the talk track to fit your customer segments and training your CSMs
* The age-old question in your career: Do you become a manager or an Individual contributor?
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Higher Logic acquires Customer Imperative at the intersection of community and customer success
We've got some exciting news this morning - Customer Imperative has been acquired by Higher Logic, a software platform focused on customer engagement and communities.
We wanted to take a moment to reflect on this milestone for us personally, what It means for our Gain Grow Retain community, and the opportunity to come work for Higher Logic.
We're incredibly excited about this opportunity and we want to thank all of our friends, families, colleagues, members, and connections who have helped us get here.
This Is just the start!
Jay & Jeff
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A Chief Customer Officer can own Sales? w/ Adam Feigenbaum
Adam Feigenbaum Is currently a Senior Advisor for Susquehanna Growth Equity. Before that he worked his way up from Marketing Associate to Chief Customer Officer at ICims, the leading cloud recruiting software.
Adam has a fascinating journey and we touch on some key points:
* His career path and why Chief Customer Officer became a big role In his career
* How and why he owned the sales function of the organization
* Why the Chief Customer Officer Is Important to the business
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer success is the closest to the customer w/ Kristi Faltorusso
In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
Today's segment:
* How can CSMs help launch a product
* Transforming from bookings to customer success focus
* Economics of a SaaS business and funding sources
* Technology and content marketing helping long-tail retention
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Make your customer relationships more personal w/ Ethan Beute
Today we've got Ethan Beute, the Chief Evangelist from BombBomb (a video platform to Insert quick and easy videos Into your customer communications). Ethan also hosts The Customer Experience Podcast which has thousands of listeners.
We dive deep Into how personalized video can...
-- Increase the effectiveness of your customer communication
-- Make your customers feel a more personal connection
-- And can take very small amounts of time to execute well for your team
Tons of good Ideas on how to go deep Into this category and find ways to get thoughtful about connecting with your customers.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building customer engagement through podcasts, content and community w/ Logan Lyles
Today we've got Logan Lyles, Director of Partnerships at SweetFish Media and Co-Host of B2B Growth Show and The B2B Sales Show. This guy knows his stuff when It comes to creating value for customers In *different* ways.
We talked about the value of driving engagement through community and podcasting. He drops several good ways for you to get started *tomorrow*.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Creating customer success w/ Daniel Cattini and Alex Truman
Jay sat down with Daniel Cattini and Alex Truman of the Creating Customer Success podcast to discuss everything customer success.
They touch on where It should live In the organization, some key strategies that leaders need to consider and advice for listeners.
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How should a company set up the organization to ensure customer success w/ Kristi Faltorusso
In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
Today's segment:
* Where should customer success report In the organization
* How do move up Into the executive team
* Build renewal and retention models In B2B SaaS organizations
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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The sales to customer success transition within B2B SaaS w/ Dave Duke, MetaCX
Jay joins Dave Duke of MetaCX around how customer success teams can examine the transition between sales and customer success.
* There needs to be a strategic conversation that continues as the deal is closing with our sales team
* A joint success plan can be a way to help create a smooth transition - keeping the customer and their outcomes at the forefront
* Need to eliminate duplicate Information and create one continuous conversation with the customer
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Creating ’Channel’ and ’Partner’ success programs w/ Megan Macaluso
Megan Macaluso, VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful.
* Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful.
* Enablement, training and documentation are the table stakes within a Channel and Partner success program.
* Resellers aren't only selling your product -- there's a number of products In their suite. Need to ensure they're successful with your product.
* Cisco Is a great example of a partner program Implemented properly. Great technology, enablement and clear direction.
* Large organizations need to be making the shift from Transactional to Customer-Centric
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Be the quarterback in B2B SaaS w/ Jake Dunlap
Jake Dunlap, CEO of Skaled Consulting, drops by the podcast to talk more about the alignment between Sales and Customer Success within B2B SaaS. He drops some tactical advice for our customer success leaders.
Some show notes...
* Companies can be organized and Incentivized on things that are counter-Intuitive to the customer experience
* The Customer Framework - start with the customer In mind, then build the framework to support around that
* Incentivize sales teams around the retention and renewal - helps to align the team to selling the right deals and ensuring customers can achieve outcomes
* Customer marketing needs to be a quarterback of communication and tied to retention driving activities
* Customer success Is used as a reactive function focused on maintenance; need to change the mindset to be proactive function focused on growth
* 3 common mistakes of early SaaS; * Underinvesting In Sales Operations
* Roles and Hiring Profiles
* Segmentation and territories
* Get depth In your relationships
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Q&A w/ Kristi Faltorusso: GGR Launch, VOC Program, Customer Advisory Board, Account Ownership
In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
Today's segment:
* Gain Grow Retain launch!
* Voice of Customer Programs (Including NPS)
* Customer Advisory Boards and how they can be effective
* Sales and Customer Success - who owns the account?
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building customer success for Enterprise B2B SaaS w/ Matt Myszkowski
Matt Myszkowski joins us to talk about how he's part of the team building customer success at SAP. He's the VP for EMEA and has unique challenges when working Inside of a 90,000 person organization.
* Building a Board Area and concentration around Customer Success
* Change In the way leadership talks about Customer Success
* Outcomes-based approach to the customer success team
* Do we charge for customer success? Can this model work?* Preferred Success (For the cloud-based portfolio of customers)* Enhanced SLAs - tends to have a degree of value for some
* Learning resources - help drive adoption and consumption
* Success Resources - mini consulting packages
* 3xO Model* Outcomes - the Big Idea
* Objectives - the SMART goals to get to the Outcomes
* Operational Tactics - day-to-day basis
* Let's elevate the conversations with our customers
* Adoption Is the vehicle to get an outcome
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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer success managers can get more strategic w/ Bob London
Bob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view.
In our discussion we cover:
* Why listening matters to every business (and why we're not doing enough of It)
* Retention Is more important than any other time In history of SaaS
* We can't be forcing Interactions - It has to be valuable for both parties
* Agendaless Listening - getting Insights for brand strategy and positioning
* Most listening than talking - don't look to write down the answer on the clipboard
* Role-playing can be effective for teams
* Open-ended questions to ask: * "What's on your whiteboard now that wasn't there 30 days ago?"
* "What did you talk about once I left the room?"
* "If your competitor contacted you tomorrow, from a scale of 1-5 - how likely are you to take that call?"
* "What's the first thing you'd ask a renowned expert In your field?"
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Check out more on Bob's website: http://www.chieflisteningofficers.com/
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Launching a community for Customer Success Leaders
Today’s the day...
The most impactful customer success community launch in history: Gain Grow Retain is going live to the public.
What is Gain Grow Retain?
An open, free community, built by and for customer success leaders.
We have seen firsthand the power of #customersuccess leaders coming together to learn and grow professionally.
Please check out GainGrowRetain.com to become a contributing member.
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Q&A w/ Kristi Faltorusso: Relationship mapping, relationship dependency, & customer support and customer success
In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
Today's segment:
* Relationship mapping at organizations
* Too dependent on relationships
* How does your customer make money?
* Freemium, proof of concept and pilot - how are you onboarding customers and applying customer success resources?
* Customer success and customer support In B2B SaaS
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Q&A w/ Kristi Faltorusso: Joining a new organization, evaluating talent, the customer journey
In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
Today's segment:
* Coming In as a new leader at an organization
* Business-case with the CFO
* Gainsight Pulse: how do you execute so fast on your 120-day plan?
* Evaluating talent and presenting current employees with new job offers
* Management frameworks for teams
* Big goal: developing the customer journey
* Transactional mindsets versus retention mindsets
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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’Sales’ and ’Customer Success’ in SMB B2B SaaS | Justin Welsh, The Official Justin
Justin Welsh joins us on the podcast, and he has a number of fantastic Insights to learn from his experience In sales roles at a number of B2B SaaS organizations. Justin coaches SMB SaaS founders and sales leaders to accelerate recurring revenue toward $50M.
In our discussion we cover:
* We need to consider how we can listen better to our customers
* His concept of One Continuous Conversation
* Compensation could be shifting among the disciplines In a SaaS business
* Justin doesn't like subjectivity In his ICP
* Businesses need to find ways to run tests and have hypothesis In order to thrive
* Each discipline needs to be thinking "What Information can I capture that will be useful for the next person?"
* Leaders need to understand they're on the 'Executive' team first
* If your sales people aren't selling the right things, then they don't know how a SaaS business becomes healthy
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Check out more on Justin's website: https://www.theofficialjustin.com/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Q&A w/ Kristi Faltorusso: Joint Success Plans, Customer Marketing and What makes a healthy customer
In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound.
Our goal: to give tactical, direct advice to customer success leaders.
Today's segment:
* Joint Success Plans
* Customer Marketing
* Customer Health
* Executive Sponsors
* Top Qualities In CSMs
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Marketing strategy and metrics need to adapt within B2B SaaS | Chris Walker, Refine Labs
We have Chris Walker, the CEO of Refine Labs, who has focused his career around the future of demand generation. His firm takes a firm approach to leading growth-stage SaaS companies.
We sat down to talk through the relationship between marketing and sales within this environment. Some key highlights:
-- Retention is generally a metric that is placed upon the CSM (who may not have much control over it). This should really become a business metric that even sales and marketing are held to.
-- Companies have to change their mindset about creating content that is valuable instead of creating content to try to drive leads. If you create valuable content then It can be used In multiple channels.
-- We're hindering the performance of our marketing teams because of the metrics we put on them. This leads to designing a sales and marketing process that aligns more with our process rather than the buyer's experience.
-- Big companies have not been adopting new marketing strategies because of 3 main reasons: (1) Companies are resistant to try new things (2) legal concerns with what your employees post (use it as an excuse rather than figure it out) (3) current content is garbage and their teams don't want to leverage It
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building the relationship between customer success and finance | Jane Graham, Kronos
We're joined by Jane Graham, Vice President, Customer Success and Renewals at Kronos, to talk more deeply about the relationship between customer success and finance.
* Building the relationship early allowed for 'speed' and effectiveness when putting a plan In place during COVID
* Tracking key metrics - especially the Revenue and Cash-flow Impacts that will be realized during this situation
* This relationship (learning more about the financials) benefits you and the types of conversations you can have with your customers - understanding the situation they might be facing given that this Is a B2B environment
* Marketing, especially customer marketing, has been critical to driving value for the customer success team. Example: Learning about how to update pay-codes and packaging marketing material can be used by every CSM
* "If you're talking about your customers' problems, ultimately you should be talking about the market problems"
* Playbook design needs to be function over form - give your team flexibility to react to the situation
* Hot tip: Meet with your procurement team to share procurement plays back and forth - help understand the techniques that may be used In the Enterprise software buying space
* Give your customers access to Information that expands beyond your software and ultimately they will start to think of you as a partner
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Leading indicators for churn | CS Leadership Office Hours
--
If you'd like to join CS Leadership Office Hours, sign up here:
https://tiny.cc/csofficehours
--
What are the leading Indicators of churn that you're looking to Identify?
* Relationship breadth
* Relationship quality
* Engagement (product, community, content)
* Industry / Use Case Fit
* Business Health
* Presence of Competitor
* Product & Support Performance
How are you tracking customer health and risk?
* Mainly built Into tools like Salesforce with custom objects
* Automated aspects Include product-level data and survey responses to a particular contact or account record
* CSMs are Inputting notes from calls and tracking engagement from key stakeholders
How have they changed In the past 60 days?
* Looking at daily trends of data rather than rolling averages to understand very quickly what Industries may be affected
* COVID-Risk assessment to assess the risk within each Industry - then deploying playbooks for each of the Industries
* Executive sponsor outreach has led to productive conversations
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Onboarding: the critical milestone in B2B SaaS | Donna Weber, Springboard Solutions
Donna Weber of Springboard Solutions joins Jay to talk about Donna's recent webinar around onboarding and enablement. First Impressions, confirmation bias and buyer's remorse are all concepts we need to pay attention to.
* When customers adopt quickly they renew forever - we can no longer use 'hope' as a strategy after the deal closes
* Onboarding becomes the most critical milestone within the journey
* The audience during onboarding becomes critical - who are executive sponsors, champions, users, buyers, etc. - they all need to have a plan
* Customers can rethink "have I made the right choice" - don't let them feel that regret If you can stay proactive
* Build a connection - take a moment to try and get personal - the connection can help you through hard times
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer success delivering outcomes | Dave Duke, MetaCX
Jay joins Dave Duke of MetaCX around how customer success teams can help deliver outcomes for customers:
* Talk for a few minutes about how MetaCX helps align to outcome delivery for customer success teams
* Data and analytics becomes a major point in this discussion to tie the strategy to outcomes
* Collaboration with customers Is a major asset to a customer success team - there needs to be a transparency
* Customer success plays like the go-to-market function more than we like to admit; they need to tie delivery to outcomes
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How customer success teams can leverage ’Success Plans’ | Dave Duke, MetaCX
A fun back and forth with Dave Duke of MetaCX around the Idea of 'Success Planning' for customer success teams...
* Success planning looks very similar to account planning that's been around for a number of years
* Success planning starts within the sales cycle and gets pulled through the customer success team as the customer enters the customer journey
* The 'Success Plan' changes over time as the relationship with the customer changes
* 'Success Plans' should be thought about differently as you overlay them over your customer segmentation
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Sales transition and tools for collaboration between customer success and product | CS Leadership Office Hours
What % of churn happens because of over-selling or poor client onboarding, and what process/tools are used to solve this?
* Organizations need to incentivize looking for long term goals instead of short term revenue
* Potential ideas to help when working with sales:* For the good customer (within ICP), Pay more incentives; while for customers who are not within ICP, the Sales team gets fewer commissions.
* Align compensation to milestones of the customer journey
* Commission variable according to Customer adoption and LTV
* Commission linked to the payments received from customers (cash in the bank account)
* Focus on business cases during the sales-to-success transition
* Are you really getting to the root cause of the churn? Find out and document the churn reasons within the CRM* Take it to the leadership level: All the departments, Be it marketing or sales should make their effort into the right direction.
* Do a Success Analysis: Find out which of the existing customers are churning and which ones are successful. What are those key differentiators between churn and success? That is where we need to focus time and energy.
* Aaron Thompson's presentation from Customer Success Network titled "Customer Success Sells"
What tools are used for collaboration between CS & Product to prioritize new feature requests during onboarding, renewal, and expansion?
* Aligning teams along with customers on the 'Path to Green' for adoption
* Tacking the feature requests. CSMs can sit together with relevant product managers to tell how many customers are looking for a particular feature.
* Sometimes customers don’t know what actually they need. CSMs and Product Managers can truly look at the use-case and find out the best way to do it.* We need to be training CSMs to be asking the right inquisitive questions so that they can uncover the Jobs-To-Be-Done framework
* Ideation Platform where customers can come and upvote, downvote for features. This platform is connected with a project management platform that dev can see.
* Jo Massie from Slido shared a presentation on how they collaborate around the product roadmap
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building community within your B2B SaaS industry
There's an opportunity to build and cultivate a community within your B2B SaaS Industry. The COVID Pandemic could be the catalyst needed to spin up a community that can become an aspect of your customer success strategy.
* Communities can be a way to support the long-tail of your customer-base but It needs to be broader than just your product
* This needs to be a full-time dedicated job to build, cultivate and engage with the community
* Make communities valuable -- what Is the hard-hitting, actionable content that can drive value
* How do you build listening channels to help translate challenges Into content
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Connecting Customer Success and Finance in B2B SaaS | Carl Yost, Black Diamond Advisory
Jay and Jeff bring on Carl Yost of Black Diamond Advisory to talk about the Importance of customer success and finance building a relationship.
* Forecasting models have become daily exercises that help finance teams operate the business
* Customer success should be creating a 'pacing-model' that can layout assumptions and adjust as time goes - this can be beneficial to finance teams
* Revenue operations Is becoming a larger-trend In organizations -- retail operations has taken a similar approach to coordinate data and action within one organization
* Finance organizations have transitioned from an abundance model Into an operational model
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Internal Communication and Board Reporting during COVID
Jay and Jeff take some time to hit on Internal Team Communication and Board Reporting:
* Internal Communication* Find ways to share the hypothesis and tactics that have been Implemented - possibly release this company-wide and Mondays/Fridays so everybody knows whats happening
* Find Intimate 1v1 ways to record a video and share It with an Individual, a team or customers when trying to give updates
* Board Reporting* Focus on the retention forecast
* Focus on the upcoming renewals
* Leverage the board members to gather their Insight from the market (I.e. what're they seeing In other companies)
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If you'd like to join CS Leadership Office Hours, sign up here:
https://tiny.cc/csofficehours
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Building relationships during uncertain times | ClientSuccess Webinar
Jay joins Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series.
Jay shares a few Insights we've picked up from the market on how to engage with customers during this crisis. Then after about 20 minutes there Is a Q&A with the audience to hit on relevant topics to CS leaders.
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Changing metrics and strategies | CS Leadership Office Hours
--
If you'd like to join CS Leadership Office Hours, sign up here:
https://tiny.cc/csofficehours
--
* Customer Engagement Modification:* More human touch has been inserted into most companies tech-touch segments.
* Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption
* For booming industries, the lessons learned from tech touch have been applied up market to address the influx of new customers.
* Messaging to customers should be owned jointly by the marketing team and Customer Success, as CS has a pulse on what their customers need at the moment.
* Salespeople that normally focus on new logo acquisition can support the CS efforts if their pipeline is freezing, but a consideration for CS and Sales comp plans should be taken into account.
* Changing Metrics and Strategies:* Decreasing time to value during the onboarding phase has become necessary for companies that are experiencing higher volumes.* We heard examples of decreasing TTV by 75% and by 90%!
* Identifying the product/service MVP can not only bring value immediately now, but it can be worked into a typical onboarding process to increase customer sentiment during this phase.
* There is an opportunity to learn from this time and understand what friction can be removed once we are back to business as usual.
* While the KPIs and targets may change during this time, the overall metrics are largely the same.
* A reprioritized effort on outreach and proactive support is a consistent theme we hear from Customer Success leaders.
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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How the job market will impact companies and individuals
Jay and Jeff sit down to talk about the job market at B2B SaaS organizations during this pandemic. A couple of quick hits:
* Individuals need to find ways to stand out (LinkedIn connections, building a 'new version' of the resume)
* Organizations need to be forecasting so that they can have the right staffing model
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer engagement during the COVID pandemic | CS Leadership Office Hours
In Session 1 of our CS Leadership Office Hours, we had a panel talk through how to engage with both customers and employees during the COVID pandemic.
Thanks to our panelists:
* Megan Bowen, Platterz
* Ziv Peled, AppsFlyer
* Aaron Thompson, SuccessHacker
* Sheryl Hawk, Customer Imperative
Customer Engagement
* Customers are going to remember who was a partner and willing to ride this out with them!
* CSMs need to be acutely aware of their customers. needs at this time, reaching out with tailored messaging to understand how their services fit into the changing needs of their portfolio.
* For industries that are experiencing a boom during this time, be sure to quickly communicate any expected downtime due to the higher demand on your organizations.
* There is an opportunity to lean into this situation and foster a community around your customer base, allowing those in similar positions and situations to learn from each other.
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Contract flexibility options to discuss with your team | CS Leadership Office Hours
In Session 2 of our CS Leadership Office Hours, we shifted away from a panelist and more Into group discussion to get free-flowing Ideas. Here's a quick hit recap:
Contract Flexibility
* Levers available when talking with clients about account freezes or pricing reduction requests:* Contract Term Length
* Discounts and Free Services
* Evaluating Pricing Structure
* Some objectivity during this time is still warranted as you enter contract negotiations. Looking at their industry, product usage data, and other analytic sources can help you understand if your customer truly needs you to be flexible for them, or they are taking advantage of the situation.
* Most people are currently providing free services for a short amount of time, as long as they are able to lock in a full-term contract on the tail end of the free period.
* Ensuring that team members are empowered with the necessary information for challenging contract discussion with clients is key. Investing in a dashboard that aggregates this data for them now will continue to be hugely beneficial once we are back to business as usual.
* For organizations whose customers are in an industry that is heavily affected by these times, revenue will absolutely be reduced as customers are unable to pay. Consider working with them for a defined time, as it is better to retain the customer in the long term if the revenue is going to be leaving in the interim regardless of what action you take.
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If you'd like to join CS Leadership Office Hours, sign up here:
https://tiny.cc/csofficehours
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Setting up a health score that means something | Chris Hicken, ’nuffsaid
Jay and Jeff sit down with Chris Hicken, CEO of 'nuffsaid, to discuss health scores. Typically they become complicated, lagging Indicators and unrecognizable for teams - Chris helps us look at what factors represent leading Indicators and how teams should be thinking about placing a health score on their accounts.
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Big shoutout to Chris Hicken and the 'nuffsaid team
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Contract levers to use during SaaS negotiations
Jay and Jeff dive Into typical SaaS contracts - particularly the levers available for a business to pull during negotiations. This has become a major topic of conversation given the current political climate.
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If you are Interested In attending our CS Leadership Office Hours, be sure to drop us a line on LinkedIn and we'll send you the Invite. Every Thursday at 11:30am EST.
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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The impact in the SaaS business community
Jay and Jeff sit down for a new format...shorter episodes, quicker hits and full of punch. This week they dive Into the ever-present Coronavirus and how that Is Impacting the SaaS world.
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Customer Feedback Programs | Steve Bernstein, Waypoint Group
In this episode, we are joined by Steve Bernstein, the Founder of Waypoint Group and TopBox. Steve has spent his career perfecting the art of customer feedback and NPS programs as It relates to software companies.
Steve offers up his opinion on when to survey customers, the types of questions you should be asking, and the action that responses should enact within your organization.
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Big shout out to Steve and Waypoint Group!
Waypoint Group & TopBox: https://waypointgroup.org/topbox/
Steve: https://www.linkedin.com/in/sbernstein/
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This can be found on our website: https://customerimperative.com/steve-bernstein-waypoint-group/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Scaling customer success with technology (Katie Yagodnik, Monster)
In this episode, Jeff and Katie talk through how Monster has had to leverage customer success technology to deploy against their customer journey. She has worked cross-functionally to implement the tool, data and processes to help her customer success team manage their books of business effectively.
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Big shout out to Katie and the Monster team!
Monster: http://www.monster.com
Katie: https://www.linkedin.com/in/katie-yagodnik-b3997b/
This can be found on our website:
https://customerimperative.com/katie-yagodnik-monster/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
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Integrating customer success (Stacie Ward, Red Canary)
This week we sat down with Stacie Ward, VP Customer Care at Red Canary. Her tenure in both sales and CS has made her an expert at taking an integrated approach to CS. She's really looking at ways to build long-term relationships with her customers In order to stay solutions-focused and drive retention In her business.
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Big shout out to Stacie and Red Canary: https://redcanary.com/
Stacie Ward: https://www.linkedin.com/in/stacieward/
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This can be found on our website: https://customerimperative.com/stacie-ward-red-canary/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Marrying together product and customer success (Abby Hammer, ChurnZero)
This episode, Jay and Jeff welcome Abby Hammer, Chief Customer Officer and Head of Products at ChurnZero. She's a rockstar that marries product and customer success and lets us in on her best strategies for connecting the two.
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Big shout out to Abby and ChurnZero: https://churnzero.net/
Abby Hammer: https://www.linkedin.com/in/abbyhammer/
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This can be found on our website: https://customerimperative.com/abby-hammer-churnzero/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Giving voice to the customer to drive strategy (Lauren Culbertson, LoopVOC)
Jay and Jeff sit down with Lauren Culbertson, Founder and CEO of LoopVOC. They talk through some key topics that link Voice of Customer programs to the larger business strategy:
* The importance of having consistent feedback loops
* How VOC programs play into your customer success strategy
* Why the voice of the customer has become so important to B2B SaaS
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Lauren is co-founder and CEO of LoopVOC, Voice of the Customer software designed to revolutionize the way B2B SaaS companies collect, analyze, and respond to customer feedback.Before Loop, Lauren worked in the B2B software space, leveraging her passion for analytics to build data-driven VOC processes, product marketing teams, and growth initiatives for businesses ranging from $14M to $200M ARR.
If you get the chance, be sure to read on why It has become so Important for B2B SaaS organizations to create a voice of customer program.
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This can be found on our website: https://customerimperative.com/ep017-lauren-culbertson-loopvoc/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Bringing improv into the business world (Gail and Bruce Montgomery, ExperienceYES)
Jay and Jeff sit down with Gail and Bruce Montgomery to talk through how Improvisation and art of Stand-Up Improv can be applied to business.
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Big shout out to Gail and Bruce
Gail: https://www.linkedin.com/in/gailmontgomery/
Bruce: https://www.linkedin.com/in/bruce-montgomery-7773162/
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This can be found on our website: https://customerimperative.com/gail-and-bruce-montgomery-experienceyes/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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How customer success operations can help scale (Jennifer Kirkland, Conversica)
Jay and Jeff are joined by Jennifer Kirkland, Vice President of Customer Success Operations and Professional Services at Conversica and an experienced leader in CS Ops, account management, and product management. Tune in to hear her talk about her approach to CS Ops and change management throughout an organization.
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Big shout out to Jennifer and Conversica:https://www.conversica.com/
Jennifer Kirkland: https://www.linkedin.com/in/jenniferdkirkland/
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This can be found on our website: https://customerimperative.com/jennifer-kirkland-conversica/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Scaling customer success (Nalu Medeiros, foreUP Golf)
Nalu Meideros, Director of Customer Success at foreUP joins Jeff and Jay in this episode. ForeUP is the first cloud-based point-of-sale software for the golf industry based in the Silicon Slopes (aka Lehi, Utah). He talks about the need for constant improvement in Customer Success, customer segmentation, hiring CSM’s, and more!
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Big shout out to Nalu: https://www.linkedin.com/in/nalumedeiros/
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This can be found on our website: https://customerimperative.com/nalu-medeiros-foreup-golf/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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How can marketing help partner with customer success (Cindy Zhou, LogRhythm)
Jeff and Jay sit down with Cindy Zhou, Chief Marketing Officer at LogRhythm (Former CMO at Level Access), where their security intelligence and analytics platform enables organizations to detect, contain and neutralize cyber threats with threat lifecycle management. She’s a pioneer of a cross-functional approach to Customer Success and connecting every department, from product to marketing and sales and how that shapes engagement with customers.
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Big shout out to Cindy: https://www.linkedin.com/in/cindyzhou/
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This can be found on our website: https://customerimperative.com/cindy-zhou-logrhythm/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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What is Customer Success Webinar w/ Jeff Breunsbach
On part two of our webinar series, you’ll hear from Customer Imperative’s very own CS Ops expert, Jeff Breunsbach. He’s worked with over 30 SaaS companies during his tenure at Customer Imperative’s and has a wealth of knowledge to share about what Customer Success means for SaaS organizations.
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This can be found on our website: https://customerimperative.com/what-is-cs-webinar/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Marketing to our current customers (John Wood, 3 Point LLC)
On today's episode we are bringing on John Wood for our first install of Jam Session's, where we connect with fellow CS consultants to dive Into topics surrounding customer success.
For this episode we talk about the dynamics between marketing and customer success, how to navigate "current customer marketing" and approaches we've seen with our clients.
Check out John (https://www.linkedin.com/in/3pointllc/) and his company 3 Point LLC (https://3pointllc.com/).
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Building customer success Operations with Jason Conrad
Jason Conrad, product marketing and customer success expert, teams up with Cori Pearce, Marketing Director at ChurnZero to discuss all things Customer Success Operations. Jason lays out how Customer Success can drive revenue and how to ignite, structure, and grow CS Ops in your organization.
Check out more: https://churnzero.net/q-a-why-its-time-to-build-a-cs-ops-role/
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Big shout out to Jason (https://www.linkedin.com/in/jasonaconrad/)
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This can be found on our website: https://customerimperative.com/cs-operations-webinar-with-jason-conrad/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Starting customer success from the ground-up (Carrie Gregg, Ministry Brands)
Welcome back! This episode Jeff sat down with Carrie Gregg from Ministry Brands, a family of software companies across North America, serving more than 115,000 churches and faith-based organizations thrive in a digital world. She dives into how she built Customer Success at Ministry Brands from the ground-up. A success story you don’t want to miss!
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Big shout out to Ministry Brands (https://www.ministrybrands.com/)
Carrie Gregg: https://www.linkedin.com/in/carriegregg/
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This can be found on our website: https://customerimperative.com/carrie-gregg-ministry-brands/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Focusing on outcomes that customer success can help drive (Drew Kelley & Dave Duke, MetaCX)
For episode 6, Jeff and Jay sat down with Dave Duke and Drew Kelley of MetaCX, a company seeking to transform how businesses manage their customers and how customers manage their vendors. Dave Duke shares his view of the transformation of Customer Success operations, while Drew Kelley provides insight into how Customer Success plays out in the sales process. There’s a lot to learn from these two innovators!
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Big shout out to MetaCX (https://metacx.com/)
Drew Kelley: https://www.linkedin.com/in/drewkelleyindy/
Dave Duke: https://www.linkedin.com/in/daveduke26/
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This can be found on our website: https://customerimperative.com/dave-duke-drew-kelley-metacx/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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The basics of managing customer success managers (Danielle Weinblatt, Entelo)
In episode 5, Jay talks with Danielle Weinblatt, Chief Product Officer at Entelo who pioneered their recruitment software to help HR teams discover, qualify, and engage with top talent. She gives us her expertise on CSM responsibilities, compensation, and approaches to blending CSMs and account managers.
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Big shout out to Danielle and Entelo (https://www.entelo.com/)
Danielle Weinblatt: https://www.linkedin.com/in/dweinblatt/
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This can be found on our website: https://customerimperative.com/danielle-weinblatt/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Cross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 1))
Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and quantifying the value of marketing investments.
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Big shout out to Lisa and Kronos (https://www.kronos.com/)
Lisa Pratt: https://www.linkedin.com/in/lisa-pratt-42a691/
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This can be found on our website: https://customerimperative.com/lisa-pratt/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Cross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 2))
Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and quantifying the value of marketing investments.
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Big shout out to Lisa and Kronos (https://www.kronos.com/)
Lisa Pratt: https://www.linkedin.com/in/lisa-pratt-42a691/
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This can be found on our website: https://customerimperative.com/lisa-pratt/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Customer centric processes for customer success (Dave Blake, CEO of Client Success)
Dave Blake is customer success pioneer. He's been a Silicon Slopes (Lehi Valley, Utah) fixture since his early days leading customer success teams at Omniture and Adobe. He's now the CEO of Client Success, a customer-centric platform for B2B SaaS and software companies.
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Big shout out to Dave and Client Success https://www.clientsuccess.com/
Dave Blake: https://www.linkedin.com/in/davecblake/
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This can be found on our website: https://customerimperative.com/dave-blake/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Prioritizing customer success operations (Carlos Quezada, Aruba Networks)
Carlos Quezada is a purpose-driven leader who is launching customer success within Aruba Networks (and HP Enterprise company). He's prioritized CS Operations as he's built his practice, and he's nailed the change management aspects of the role - often the hardest part of the job! Anyone looking to drive transformational change within their organization can learn from what Carlos is doing.
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Big shout out to Carlos and Aruba Networks https://www.arubanetworks.com/
Carlos Quezada: https://www.linkedin.com/in/cquezada/
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This can be found on our website: https://customerimperative.com/carlos-quezada/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/
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Customer success at the core (Lincoln Murphy, sixteenventures.com)
Lincoln Murphy is one of the most prolific writers, speakers and consultants on customer-centric growth. Since the mid 2000s he has been evangelizing the virtues and imperatives of prioritizing customer success in subscription-based and SaaS companies.
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Big shout out to Lincoln and his organization https://sixteenventures.com/
Lincoln Murphy: https://www.linkedin.com/in/lincolnmurphy/
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This can be found on our website:
https://customerimperative.com/lincoln-murphy/
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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/